EE Smart Hub Plus Wifi Instability

[BlockyMan]

Are there any known problems with the EE smart hub wifi?  Since joining EE I've noticed that the 5 ghz connection becomes unstable and after a while the 5 ghz network becomes unstable and my devices have periodic disconnects.  I can see on my PC that  I'm getting a lot of Event ID 5002 and 5005 errors during the connectivity issues.  I've found that if I factory reset the hub the problems go away but but they'll eventually return and I'll have to start again.  I've done the usual trouble shooting and I've made sure we're using a clear channel etc.  I've never had these issues before and if I connect my devices to my separate access point the issues dont occur so I'm fairly sure its something to do with he EE hub.

Does anyone know what's going on here?

[BlockyMan]

I'm still having problems.  It seems that a factory reset of the hub helps for about 10 days and then the problem returns. Its got to be the router but how can I report that?

[XRaySpeX]

Report it by calling CS on the Freephone no. (Opt 2) in my sig.

[Archery]

Hi, reading the notes, I too have drop out (we router plus)  I use Amazon Fire Sticks on our two  non smart TV’s and a Tablet, they all drop out from time to time. So annoying! 

re the Ethernet totally agree I have solid floors so a cable was not appropriate so using the correct units, using the ring main works superbly well.  Ironically no issues at all. 

[JimM11]

@Archery Powerline devices can certainly be a life saver in some situations and do work extremely well once you have them all setup.👍👍

[Rlarkin1]

I’ve had EE broadband, with the smart hub plus for about 1  year. Literally just had a router replacement from EE, as the advisor on the phone told me that after 1-2 years, the smart hub plus is known to just stop working suddenly, especially after randomly resetting the hub, it just fails to connect with the Openreach box. But exactly same here, 5ghz is unstable, random drops outs, it’s just a poor hub. Obviously mid contract so nothing can be done, but I’m literally having the same issues as you are. 

Looks like it’s just a defective product, it’s a shame that I’ve had the same router sent out, because in another years time I’m only gonna have the same issue again. 

unfortunately, I don’t know how to fix it but just here to say the advisor told me on the phone that it’s a common problem with the smart hub and plus.

[BlockyMan]

I bought a third party router in the end and everything is working much better now.

[Tormod55]

I have the EE 6plus and its easly the worst router Ive I've ever had, worked for a few months and now have daily dropouts in my wifi connections. When setting up smartplugs I can pick up my neighbours NowTV router but not my EE.  With EE guidance the router has been reset by them, line reset and  set up a seperate 2.4GHz and they still drop. I even moved my router closer to the problematic room becasue I wanted an end to this problem. I have had wifi5 routers from Sky, EE, BT,Plusnet and Talktalk with none of these problems. 

[JimM11]

@Tormod55 Please read the other post's they may help!!!

Re: Last few days smart plugs go offline in the evening - Page 4 - The EE Community

Solved: Re: Phones suddenly dropping off the Wi-Fi - why? - Page 3 - The EE Community

It's beginning to look like Fixing the 2.4Ghz channel is the way to do it, Main/Comp and on Auto is not taking care so you do need to see if your + was FW updated over the last week.....

[Tormod55]

I have been thinking of doing the same but it's not right. EE are suppose to supply a router fit for purpose, its EEs responsibility. I have asked them to release me from my contract. So I can go elsewhere. Ive done my best to get this s**t piece of equipment to work in my home, even re situated the roter to help its coverage. 1st time Ive had to do that in 28 years living in the same property. Logic tells.me the router is the problem, not my house or my devices. I am not buying a router to help EE evade their responsibility.

[jak26]

Fixing the 2.4GHz channel is easy enough if the option exists, I've always done it before, using a WIFI analyser phone app to see what channels neighbours are using and picking the quietest - although posts here are suggesting an even bigger benefit of doing it with an EE router. 

In any case the ISP router is just a free device we get to keep for a couple of years - it's worth using it  rather than an own router to connect to ONT to simplify support calls and the 2.4GHz can have the range to be usable throughout a house just without highest speed.

But long term it's really worth thinking about a non-ISP solution such as some ethernet cable - which isn't that expensive to get installed - and an own router acting as an access point which will provide 5GHz WiFi and some full speed LAN sockets in rooms where they are needed and not just where the ISP router happens to be.