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All Devices Disconnect From Wifi

Kembo
Contributor
Contributor

‎05-03-2025 10:52 PM

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

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14 REPLIES 14
Kembo
Contributor
Contributor
In response to JimM11

‎10-03-2025 09:52 PM

Totally understand Jim. I have Full Fibre 500 with EE Smart Hub Pro (WiFi 7) and 2x EE Smart WiFi extenders.

The advice I received today from the engineer was to  replace the Smart Hub Pro with BT router and both EE Smart extenders with the BT Complete WiFi discs. He thinks not using 3rd party extenders may result in better performance e.g. less buffering, than we were experiencing pre-Wifi 7.

He also confirmed that there is no performance issue anywhere in my property, the router is correctly configured and that the disconnections are not initiated by the devices.

I am considering trying a replacement Smart Hub Pro and if disconnections continue then revert to BT hardware.

Btw Jim I appreciate your interest and comments, thank you.  

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to Kembo

‎10-03-2025 10:20 PM

@Kembo Ok got it, if the engineer is recommending the option can see why, BT Smarthub2 is certainly good up to the FF500mb/s speed on wired and wireless network so you don't lose much that way, getting all the gear from EE/BT may be the only issue, will not recommend the Plus system now as the latest FW from EE turned it in to a completely unstable system, speed mostly not dropping operation as such that i could see. 

Better to get the system stable first then worry about speed later. May be a pain but would be worth trying Router only with the extenders off to see if the router can hold it's own as a starting point. 

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Kembo
Contributor
Contributor
In response to JimM11

‎10-03-2025 10:54 PM

Thanks Jim, absolutely agree that stability is important but will try requesting a replacement Pro router then if still no success a BT Smarthub2 with a reduction in my DD.

Good advice re: turning off the extenders initially, would be mayhem with the kids upstairs as router signal too weak or non-existent.

It's surprising and disappointing how many have reported issues with the Pro router, with some spending huge sums purchasing 3rd party replacements. Seems to me that it was rushed to market without adequate testing. Feel foolish not having researched EE WiFi 7 properly due to never having router or connectivity issues with BT, huge lesson learnt. 

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to Kembo

‎11-03-2025 08:46 AM

@Kembo Does appear to be out from about sept 2024, and rushed a little to be one off the first, not sure exactly what is going on with yours more detail would be required, anyway below is a list of the FW's that have been pushed to kind off sort some off the issues out.

Pro

FW: r2.49.5-R-1094775-PROD-1 and the gui is at App version 2.22.6. Looks like OOB
FW: r2.64.2-R-1210501-PROD-1 and the gui is at App version 2.34.2.
FW: r2.64.3-R-1213091-PROD-1 and the gui is at App version 2.34.2. 06/12/2024
FW: r2.64.5-R-1298597-PROD-1 and the gui is at App version 2.34.2. 04/02/2025
FW: r2.64.7-R-1303938-PROD-1 and the gui is at App version 2.34.2. 07/02/2025

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Kembo
Contributor
Contributor
In response to JimM11

‎11-03-2025 02:59 PM

Jim, thanks for the FW levels, the Pro is on the latest release 7/02/25. 

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