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?

[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.

[bobpullen]

@Tormod55 - there has been a firmware update recently that might have introduced this problem for you and others.

In the threads @JimM11 linked to, there's an allusion that fixing the 2.4GHz channel might help. No harm in you trying, even if you are thinking of throwing the towel in as it may help in the short-term...

• Access Hub Manager at http://192.168.1.254
• Follow prompts to accept security warnings
• Click 'Advanced Settings' and enter your hub admin password (found on removeable settings card)
• Click 'Wireless' and under the 2.4GHz section, change the channel drop down from 'Smart' to an explicit channel e.g. Channel 6.
• Save the changes and allow 5-10 mins for the WiFi to settle

If you do give it a go, let us know how it goes as it could become useful advice for anybody else suffering similar issues.

[Tormod55]

Thanks @bobpullen , will try that if this mornings interaction with EE doesn't work.........again!!! They reset my line and got me to do the usual unplug router for 2 minutes routine. Apperently my router was showing "offline" at their end when I was connected streaming videos.

One question: If I change the 2.4GHz to channel 6, do I have to manually connect my smartplugs or will they automatically pick up the dedicated -comp wifi that EE guides help set up.

Nom

[bobpullen]

@Tormod55 - I'm pretty sure that fixing the channel will apply equally to both Main and Compatible WiFi networks.

Your smartplugs should connect to whatever WiFi network they're currently configured to use so no need to reconfigure them. 

[Tormod55]

Hey Bob,  I did as instrcted by you and changed my hub's 2.4GHz channel from Smart/Auto to channel 6 and my smartplugs etc in the room in question have not dropped connection since then!!!!! Thanks very much for your help.

Further to the EE Wifi problems, I received the following messgae from EE but no further updates:

Hi, it's EE.

We're aware that some customers may be experiencing issues with devices connecting to Wi-Fi. If your Wi-Fi doorbell, camera, smart speaker or other connected device isn't working as expected, please try restarting your hub and the affected device to temporarily restore connectivity.

Our engineers are working to resolve this as quickly as possible. A temporary workaround is available now, and you'll find simple step-by-step instructions at ()ee.co.uk/sh3wifi. There's no need to call us, as the latest guidance is available online.

We're sorry for any inconvenience caused by this issue and thanks for your patience while we fix it.

[JimM11]

@Tormod55 The problem has been found and the new FW is heading as below when it arrives. Do read the link posted or the response from EE in the post they made.

Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi - The EE Community

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

[BlockyMan]

I cant believe EE haven't sorted their equipment out after all this time.  I don't know why they bother TBH and I'd recommend to anyone to get a suitable third party router - I've certainly had a much smoother experience with equipment I picked myself. 

[JimM11]

@BlockyMan Take it your TP is holding it's own and working well for you still.👍