topic Re: Incorrect WIFI Password On Smart Hub Plus in Broadband & Landline

Incorrect WIFI Password On Smart Hub Plus

mirrors90 — Sat, 11 Nov 2023 11:49:26 GMT

Hi Team!
I'm now set up on the new EE, Smart Hub Plus set up yesterday - but I've got an intermittent fault with it - it keeps kicking me off wifi saying "INCORRECT PASSWORD" - has anyone else had this error and if so how did they get it fixed? it's very random and frustrating. It is 100% the correct wifi - it just kicks people off.

Ethernet is fine - solid as a rock - but the wifi is incredibly flakey!

Re: Incorrect WIFI Password On Smart Hub Plus

James_B — Sat, 11 Nov 2023 14:11:35 GMT

Hi @mirrors90,

Is this only happening with one particular device?

James

Re: Incorrect WIFI Password On Smart Hub Plus

mirrors90 — Sun, 12 Nov 2023 08:23:55 GMT

morning James , no it’s happening with several devices at once. It’s happened throughout the last 24hrs - very randomly!

Re: Incorrect WIFI Password On Smart Hub Plus

James_B — Sun, 12 Nov 2023 08:25:46 GMT

Hi @mirrors90,

Please try forgetting the network on the affected devices and reconnecting.

Thanks

James

Re: Incorrect WIFI Password On Smart Hub Plus

mirrors90 — Sun, 12 Nov 2023 08:27:01 GMT

Already done that, still no avail.
I’ve turned it on and off as well - device and router .

Re: Incorrect WIFI Password On Smart Hub Plus

James_B — Sun, 12 Nov 2023 08:52:25 GMT

Please can you share a screen shot of the error message you see when a device disconnects @mirrors90?

Thanks

James

Re: Incorrect WIFI Password On Smart Hub Plus

mirrors90 — Sun, 12 Nov 2023 11:39:06 GMT

HI James ! Sorry I had a call from EE as I logged this - they reset the hub remotely to factory settings - now we’re using the default WiFi password and they’re sending an engineer - they said that it could be the amount of devices connected - which weirdly the bt smart hub 2 didn’t have any issue with.

will let you know if it occurs again - but so far we’ve not been kicked off again in the last hour

Re: Incorrect WIFI Password On Smart Hub Plus

James_B — Sun, 12 Nov 2023 11:48:10 GMT

Thanks for the update @mirrors90 🙂

James

Re: Incorrect WIFI Password On Smart Hub Plus

bobpullen — Mon, 13 Nov 2023 11:16:57 GMT

@mirrors90 - out of interest, do you have a Smart WiFi extender on the network as well as the Hub?

Re: Incorrect WIFI Password On Smart Hub Plus

mirrors90 — Mon, 13 Nov 2023 11:22:57 GMT

Hey Bob

yes, smart WiFi plus - but it keeps “dropping off the network” according to the app. I did some digging with EE and was advised that the app is faulty and do not pay attention to it whilst the devs work on it - it is on the network but the app likes to show things which are not strictly true.

I mean, it’s fine - it works, but there’s definitely some beta testing going on here!

not had any kick offs on the WiFi since ee factory reset my hub and we’ve been using the factory settings in 28 hours.

Re: Incorrect WIFI Password On Smart Hub Plus

mirrors90 — Sat, 22 Mar 2025 14:48:34 GMT

FYI, this is the smart wifi extender which causes it. One of them goes rogue and all those connected to it get booted off.

The only way to fix it is to reboot the extender.

Re: Incorrect WIFI Password On Smart Hub Plus

KiwiDom07 — Tue, 29 Apr 2025 22:36:31 GMT

How do you go about rebooting the extender?

Re: Incorrect WIFI Password On Smart Hub Plus

Lesley_W — Wed, 30 Apr 2025 11:57:11 GMT

Hi @KiwiDom07

Welcome to our community.

At the back of the disc, there should be a small hole that you can use a SIM pin or paperclip in to reboot it.

Hope this helps.

Lesley

Re: Incorrect WIFI Password On Smart Hub Plus

TestEngineer1 — Mon, 25 Aug 2025 23:20:42 GMT

I was informed by a contract engineer working for various companies as a home engineer that my SHPlus has the same problem, I used the WPS button to set up equipment, it's easy quick way,

This is my second router as the first one was faulty, power supply issue, I was informed by a Openreach Engineer they had >24,000 returned,

Maybe during repair service the backs get swapped by mistake as the bottom label worked for him to get a wifi network,

I'm stuck with a unstable DSP from a overloaded ADSL VDSL BT Cabinet that seriously well overloaded by 3 times since fibre has been given out and as I live in a Apartment, I've seen drastic drops in speed when fibre has been rolled out but in my short cul-de-sac we're still on FTTC

Your passwords can be accessed 192.168.1.254 & looking at the base label then looking at the router info on the hub web page,

If no luck EE customer services maybe they can change the wifi password over line?

Good luck