EE acknowledge Wi-Fi connections issues

[Cliff_G]

Just had this text from EE:

"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 https://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."

That link eventually takes you to the same fix discussed here since last week, reset the 2.4GHz to fixed channel.

I'm very much hoping their fix will be a firmware update since the last update is what caused this. If you want to track whether this is what happens, go into your Router ( https://192.168.1.254 ) and note your current version. The one with the problem is r4.26.1-R-1860948-PROD-83002   so I shall be watching that, and hoping that it also fixes my 6-second reconnection problem on one device.

I've no idea whether another firmware update will reset any configuration you have applied (such as starting the compatible wifi, guest wifi, port forwarding, whatever) so it may also be worth noting down the changes you are running with.

[JimM11]

@JonT69 Then it is kind off pointing FW update, 25/05/2025 was the first time an OP posted but it could have been earlier time wise, and as you say was working tickety boo before this point, can be the channel you have selected 1,6,11 are the ones, but you do have to check with a wifi analyzer what is best, normal the hub will just back off when the wrong is selected and clashing with others.... Do you happen to have any third party boosters/RE devices in use?

[Cliff_G]

@JonT69  can I ask, which "temporary fix" have you tried? There are three, really, 1. reboot the router - lasts not very long or may not work at all, 2. power down the router for at least 5 minutes - lasts anything up to just less than a day and 3. set the 2.4 GHz channel to fixed. My experience of no. 3 is that it is a permanent fix for most devices, though one still reconnects every 6 seconds so won't run a video call or streaming.

And do you have the Compatible wifi turned on? I'm not clear from the above if you have tried it, and it didn't work, so it was turned off again. I think it needs to be on permanently, plus the 2.4 GHz started on the Compatible, plus the fixed channel (set on the Main wifi settings page but is also then used by the Comp)

[JimM11]

@Cliff_G @JonT69 Does anyone have the ability to go look, couple of old pictures linked but still valid.

Re: 'Compatible Wifi' issues with new Smart Hub Pro and Smart Wifi Pro - The EE Community

[JonT69]

Hi Cliff .. yes,yes and yes .... all done .. twice. Same problem as per the EE update which describes what is happening perfectly 

[JimM11]

@JonT69 You may just have to hold off until EE find the issue and sort it out!

[JonT69]

I shaped add that all these fixes solves the problem and everything works perfectly for  a few hours before the connection is lost. Also I have tried providing fixed IP addresses in case it was being caused by lease renewals  but this failed to solve the issue too

[Cliff_G]

Oh dear.  I know from our one laptop problems that the fixed channel is not the whole solution. Fortunately on that we can use Ethernet and had some spare powerline adapters for ethernet-over-mains.

[JonT69]

Yes that's my conclusion Jim.

Having tried everything and also with Valiant and Amazon Blink tech teams and still not being able to resolve it, the message from EE saying they had a problem seemed to be the obvious reason. 

[Cliff_G]

Worth trying EE again, if only to report the problem and increase their problem count.  I texted GUIDE to 66033 and the guy who called back soon became clear that I had tried everything. He even offered to send one of the older BT routers out. I may take them up on that if the fix isn't soon.

[JimM11]

@Cliff_G @JonT69 I posted this reply the other day on another post so just adding to this...

""

 Mistakes get made by the FW writers, and sometimes those can cause unexpected issues/errors to happen, it has now been two weeks since the FW push to both the 7Pro and the 6Plus versions, i have always found it best to be very conservative when talking to the Front Line support, though you may have the ability to do as you say not many do and it just becomes why is my wifi/internet connection behaving so bad.

EE have now spotted the trend, have informed whoever needs to know and to start looking at the potential why, they may have even cancelled the update program as it takes time to push FW out to many millions off user hubs.... With the number off post's on the Forum and there are not too many as such it does not appear to be that serious as yet, many user's may only have a couple off devices and possibly not even be having a single issue.

""