EE Smart Hub Pro router issue

[Huggons1]

Anyone else facing this issue?

I set my 2.4 GHz to a fixed channel 6 and saved. The setting doesn't hold and changes to channel 11. I have factory reset the router and the firmware is up to date.

Firmware version:

r2.64.2-R-1210501-PROD-1
App version: 2.34.2

[Huggons1]

Smart hub plus doesn't have the issue. Neither has any previous EE router.

Finally got a great contact at EE who has taken ownership and passed it onto the relevant internal team

[JimM11]

@Huggons1 That's good you have someone now taking look at what's going on from the EE side.👍

[Huggons1]

This bug was reported to EE in November 2024 and still hasn't been addressed!

Last firmware update was February 2025. Very poor show EE, and more so given the fact that this is their flagship router. 

[Barneyabz]

Posted this on another thread, adding it here as it is relevant.

I don't know what the issue is, but over the last month I've had to reset my router completely three times. Each time I have a fibre connection ok (aqua light) but nothing is working. No WiFi connections and no data through wired connections. Restarting the router doesn't help, each time it needs a full reset. I've had enough and put it in a drawer until there is a firmware update (assuming it is a software issue). This is my second smart hub pro and they've been nothing but problematic. I've now got out my old smart hub plus from storage and it seems to be holding up ok. Really shocking experience from EEs so called premier product.....

[Chris_S]

Hi @Barneyabz 

I'm sorry to hear about your experience with your Smart Hub Plus router.

If you're now using another router, and it's working fine, the issue will certainly be with your original router.

If you haven't already, I'd recommend giving us a call so that a technical guide can try to resolve your router issue.

You can make a complaint via our complaints form 

Our complaints team will aim to respond within 7 days, however, the response time may take a little longer on occasions.

Chris S

[JimM11]

@Chris_S OP has a problem with his Pro Router, Plus is keeping it going at present!

[Barneyabz]

@Chris_S  Issue is with the Smart Hub Pro. Most unstable router I've ever had. Although connection is solid (aqua blue) all connectivity to the internet seizes, whether WiFi or ethernet, restarting the router does nothing. Full reset (pressing pinhole at the back) sorts everything and suddenly all is working. Three times in the last month alone.  This is my second Pro router so I suspect it is either a firmware issue or an inherent manufacturing fault. Eitherway I don't have further time to waste on it so I'm using my Smart Hub Plus, which appears to be working fine. The Smart Hub Pro seems to be a rather poor piece of kit. By the way, for info, I'm on the 900mbit service not 1.6GB, but I still have all the issues everyone else is getting.....

I'll try the Pro again when there is new firmware and / or everyone starts reporting the problems are sorted. I'm out of contract in 2 months thankfully...