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]

My devices keep droppng out, EE Wifi6+ router is the worst Ive ever had. EE tech have had three attempts to resolve the situation!!! I can see my neighbours NOWTV wifi when I scan but noy my EE router , its a bloody joke, had enough of this garbage, will be confacting citizen advice next 

[JimM11]

@Tormod55 Is this just a new EE hub for you, the attempts are they at your home or just calling support, you do not say so the Forum has no idea to what you have done.

[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.....