Devices connected to WiFi but no Internet

[Pug_73]

Hi All,

I've had full fibre broadband with BT for 4 years then Plusnet for 2 years and not had a single issue.

2 weeks ago i transfered to EE 900Mbps with a Smart Hub 7 Plus and since day 1 we keep getting devices that cannot access the internet even though they show as connected. This mainly effects my Sky Q box, LG TV, Samsung Tablet and a couple of Samsung phones.

So far the only way to get them to connect is to reboot the router or keep re-adding the WiFi details but this only works for about a day then the same thing happens.

I've tried resetting the router but this didnt make any difference.....any suggestion?

[XRaySpeX]

Does the BB keep up while this happens? 

[Pug_73]

Yes it does, i can use the internet on other devices but the others like the sky box i have to keep adding the wifi details.

[JimM11]

@Pug_73 Have you tried enabling the compatible network and assigning the devices to that with the wireless wifi securities set to wpa2-psk on that mode of operation? 

Connect your devices using Compatible WiFi | Broadband Help | EE

[bobpullen]

@Pug_73 - do you have any other WiFi access points on your network e.g. extenders/Powerlines?

[Pug_73]

Apologies for not replying before but I’ve been on holiday.

Before i went away these are the things I’ve tried.

• Reboot router
• Reset router
• Compatible network with wireless WiFi securities set to wpa2-psk

These only provided a temporary fix.

What i did do was to get my previous Plusnet Hub Two and everything works ok but this is only Wi-Fi 5.

Should i just call EE Support?

[JimM11]

@Pug_73 Are you saying that the Plusnet Hub connected on the ONT it all works as you expect?

Try www.whatismyipaddress.com and see if it say's you are connected to PN or to EE.

[Pug_73]

In order to keep the other half happy i decided to try using the Plusnet router, so I have changed the broadband username and password in the router to the EE user name

i.e.  [email protected]

IP comes back as British Telecommunications Plc but i know its EE as the plusnet router didnt work when i first connected it as i hadn’t changed the username.

I only decided to change the router to keep the other half happy as every time i came home from work she said the sky wasn’t connected to the router! I'd like to use the EE router as i only appear to be getting around 460 Mbps download speed even though i'm on 900 Mbps connection.

[JimM11]

@Pug_73 Yes wifi 5 does top out around the 5/600Mb/s mark so your PN hub is really doing as good as it can, connecting sky up to an EE Router, are you streaming wifi or Ethernet connected, take it the sky was good on the old PN hub, but does not like the EE Pro router too much, is it the only device that is throwing the wobble currently....  

As you are just back, the Pro was pushed a new FW update so take a look at that when you get some time, latest few below.

FW: r3.8.24-R-1531355-PROD-1 and the gui is at App version 3.1.3. 17/09/2025 Now https://

FW: r3.8.25-R-1595997-PROD-1 and the gui is at App version ?.?.?. 23/12/2025
FW: r3.8.26-R-1595999-PROD-1 and the gui is at App Version is 3.1.3.19 24/12/2025
FW: r4.28.1-R-1882725-PROD-1 and the gui is at App Version is 3.14.5 31/05/2026

[Timbo45]

@Pug_73 

Are these devices connecting to the 2.4Ghz or 5Ghz network?

With Sky Q do you have the mini boxes? If yes then the main box transmits on channel 36 and if the EE Hub wifi is set to Auto for the 5Ghz band then there's often a conflict as it often selects channel 36 I think.