All Devices Disconnect From Wifi

[Kembo]

Ever since transferring from BT 500 full fibre which was very stable to EE broadband 7 we have had no end of problems with devices e.g. TV, phones, tablets, Alexa, dropping off WiFi irrespective of proximity to router. Restarting the Smart Pro hub appears to resolve the issue short term.

EE support is pathetic, they just say "everything looks fine at our end". 

If anyone has advice how I can resolve this issue please share as we're at out wits end ! 

Many thanks

[JimM11]

@Kembo If you are finding that ALL your devices are disconnecting from the EE Pro router, then you may have to look at setting up the Compatible Wi-Fi side of operation, after that it's devices or the router. If you need advice regarding it then best have look on web interface first http://192.168.1.254 will get you on the router.

[Kembo]

Hi Jim, thank you for your reply, I setup the compatible WiFi for a couple of the older iPads and they still disconnect. Interestingly, when I try to open the link you kindly sent it errors with 'unable to retrieve information'. I will try EE technical support again. 

Will let you know the outcome.

Again, thanks for your advice. Ian

[Peter_W]

Hi @Kembo.

Welcome to the EE Community, and thanks for giving that a try like @JimM11 recommended too.

It definitely doesn't seem right if you can't access the Hub Manager full stop; have you tried a full factory reset on this rather than just restarting it?

Please keep us posted on how you get on with our team, too.

Peter

[Kembo]

Hi all, so an engineer visited today and advised that EE are fully aware of a general issue with the WiFi 7 router disconnecting devices. He presented 2 choices, either accept the random device disconnection but retain the WiFi 7 performance and hope a fix will be identified/deployed or revert to BT home hub which will give stability but not the upgraded performance level 

Either way, it is a very unsatisfactory position that I'm in, especially having incurred additional cost to upgrade. 

It will be a family consensus decision but I do know that this is the last contract I have with EE.

[JimM11]

@Kembo The relevant question has to be asked, what package are you on, if as your posting at the start FF500 then you gain nothing by having a wi-fi 7 router speed wise, so temporarily going back the BT Smarthub2 is a very smart idea.  

[Kembo]

Thanks Jim, I think we're leaning towards reverting to FF500 and will hardwire the TV to hopefully reduce/eliminate streaming issues. I will insist on having  BT extenders (X2) instead of the 3rd party devices I had which may also help and there should be a price reduction. Will be a very interesting phone call.

[XRaySpeX]

Which BT extenders (X2)? Only the white Whole Home WiFi work with the EE SH Pro.

[Kembo]

Hi XRay, I currently have Smart Hub Pro and 2x Smart WiFi devices to transmit throughout the house. If I revert to BT500 I will replace with BT Hub2 (assumed) and request 2x BT Complete WiFi  extenders. I had used TP-Link extenders which did the job.

Cheers

Ian

[JimM11]

@Kembo I am getting some what confused by some off the reply's. What actual package do you have, that is the pipe speed to the internet so determines what/best router for you to use, The extender's what is wrong with just putting the BT Smarthub2 and the Tp-Link back on the system again, have you got rid or do you still have?