topic Re: Issues with connecting smart plugs suddenly in Broadband & Landline

Issues with connecting smart plugs suddenly

Bacardillu — Fri, 16 Aug 2024 19:11:30 GMT

So been with EE 4 weeks finally have the landline running, now ha e a problem with the broadband and my smart ugs and cameras not working.. All set up fine a few weeks ago no issues and then came down today to note the cameras flashing thst state can't co next to 5g but had been connected yesterday OK same with the plugs all been connected no issue for the last 4 weeks with the EE router. Not sure what happened after 10pm last night with EE and my router but I have tried forums and tried to get on a site to get my router to go to 2. 4g wouldn't let me do anything. Rang EE on their number and it cut me off 3 times despite being open until 9pm this evening.. Out of ideas how to rectify if anyone else has had this issue and rectified it would love to know

Re: Issues with connecting smart plugs suddenly

FIZZYLP — Fri, 16 Aug 2024 19:23:42 GMT

Hello @Bacardillu

sounds like your camera’s and other devices are wi-fi enabled and not wired so they would require 2.4Ghz instead of 5Ghz, your router/hub could of been rebooted etc causing all the devices to disconnect and not be able to reconnect, you can enter the hub manager and deactivate the 5Ghz channel or require EE Tech team to do so on 150 from your landline, connect everything up that is required and re-enable 5Ghz this will correct this issue.

what hub you using?

Re: Issues with connecting smart plugs suddenly

Mustrum — Fri, 16 Aug 2024 19:34:59 GMT

@Bacardillu if everything has been working OK for the 4 weeks, then a few simple steps first before trying anything too complex.

Switch the router off for a few minutes, then back on, if that works all good. If not then switch it off again, and the same for all your other devices, then router first, and then one at a time the other devices.

Depending on the router it broadcasts 2.4 and 5Ghz, but if tou did not have to switch off the 5Ghz when you first set it up, then you should not need to do it now - that said it may help for the odd device that is playing hard to connect.

Re: Issues with connecting smart plugs suddenly

XRaySpeX — Fri, 16 Aug 2024 19:40:56 GMT

Try on the Advanced > Wireless Settings page to temporarily disable the 5 GHz WiFi band & move off the Smart channel while connecting problematic 2.4 GHz devices.

Re: Issues with connecting smart plugs suddenly

Bacardillu — Fri, 16 Aug 2024 19:42:42 GMT

Thank you.. Sorry for being thick but where will I find that page,. I saw you had posted that to someone previously but couldnt locate the page

Re: Issues with connecting smart plugs suddenly

Bacardillu — Fri, 16 Aug 2024 19:47:36 GMT

Hello thanks for replying I think I just have a normal router not a smart one and I tried to call but was cut off each time so will have to try again. Not sure how to enter the hyb manager and have beenookong how to but not having much success

Re: Issues with connecting smart plugs suddenly

XRaySpeX — Fri, 16 Aug 2024 19:50:34 GMT

Login to your EE SH/SR at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.

Re: Issues with connecting smart plugs suddenly

Bacardillu — Fri, 16 Aug 2024 19:51:07 GMT

Thank you also for replying,. It is something I will try again and see if it helps it just seemed odd they were all fine previously.

Re: Issues with connecting smart plugs suddenly

FIZZYLP — Fri, 16 Aug 2024 21:35:58 GMT

Many reasons why but normally like ring door bells etc only work on 2.4Ghz but EE and BT hubs can no longer split the SSID so would need to be done manually.

the idea of the smart hub is that it does everything automatically but sometimes it assigns the wrong band to the wrong device.

reboots can help with that issue or disabling the 5Ghz Band temporarily to connect all devices required.

sometimes having the option to connect a certain device to a certain band on a split SSID was useful but if you moved upstairs or something you wouldn’t automatically swap to the fastest band you’d have to do this. It’s swings and around abouts.

rebooting the hub can also effect the chancels it assigned before also, its not very black and white, but loads of troubleshooting steps on the EE Support page and here in the community.

sometimes you could be there for hours trying loads of different work arounds, I normally just turn 5Ghz band off connect all my devices I need on 2.4Ghz then turn back on which takes me about 10-15 minutes instead of 60+ minutes.

also the key to the perfect setup it’s a system reboot every month to clear and locally stored cache and cookies that could be slowing your services down > wish this was more commonly known by customers of all ISPs.

Re: Issues with connecting smart plugs suddenly

FIZZYLP — Fri, 16 Aug 2024 21:37:13 GMT

Let us know if rebooting and turning 5Ghz off helped with your connectivity issues or if we need to look deeper into the problem.

Re: Issues with connecting smart plugs suddenly

Trevett1964 — Tue, 18 Nov 2025 17:18:56 GMT

I'm having exactly the same problem

Re: Issues with connecting smart plugs suddenly

XRaySpeX — Tue, 18 Nov 2025 17:25:53 GMT

@Trevett1964 : Try setting up Compatible WiFi on the router under Advanced > Wireless Settings & connect your problematic 2.4 GHz devices to that.

Re: Issues with connecting smart plugs suddenly

Trevett1964 — Tue, 18 Nov 2025 19:34:52 GMT

Tried getting into the the router says they are dealing with some technical issues lol ...

Sent from Outlook for Android<>

Re: Issues with connecting smart plugs suddenly

XRaySpeX — Tue, 18 Nov 2025 19:40:44 GMT

Sorry, @Trevett1964 , a router never says such a thing! Are you speaking about the app? Have you logged into the router itself? Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.