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.

[addedomaros]

Nothing as yet & had to reset hub twice today. Also had huge trouble just trying to log in both on mobile & desktop

[JimM11]

@addedomaros It's one off those, how long is a piece off string, and when do you expect the update to happen, in the EE lap of the gods with that one i'm afraid!

[Steve_BT]

Hi All,

If you'd like me to upgrade your hub from r4.26.1 to r4.26.3 then I'm happy to do it.

It'll be in my own time so can't guarantee when the hub will reboot sorry.

https://forms.cloud.microsoft/e/ZByfFx86rW

Steve

[Cliff_G]

@Steve_BT  Do you know what the scheduled roll-out will look like / when?

And is the FW only written on a reboot?

Thanks

[deeee765]

it appears to have fixed itself overnight, now we're on the new firmware and all is good with the wifi extenders

[Steve_BT]

>Do you know what the scheduled roll-out will look like / when?

https://ee.co.uk/help/broadband/fix-problem/smart-hub-3-wifi has been updated to say "Most customers will receive the update automatically by the end of June"

>And is the FW only written on a reboot?

It's more complex but in effect, the device has to reboot to upgrade yes.

[addedomaros]

Mine was updated to 4.26.3 on Tuesday & all appears good so far. Thanks Steve

[Stu_Art]

Hello.
I have been experiencing the same widely reported issues with no idea what the problem was. I was slightly reassured to stumble across this thread and see that these issues seem to be tied to a FW issue.
However having checked my router, I am already on r4.26.3-R-1923144-PROD-83002 which apparently was supposed to fix the problem. Unfortunately I am still experiencing device drop outs and unstable Wi-Fi connections across all my connected household devises - this includes laptops, phones, smart TV's etc.
As someone who works from home and needs to use Wi-Fi calling (due to poor network coverage in the house) and MS Teams, it is so frustrating not be able to have a voice or video call without drop-out or constant freezing. This also becomes doubly frustrating when I have 150Mbps fibre connection to the house.

Is anyone else still experiencing issues even with the new FW?   

[XRaySpeX]

@Stu_Art : The latest f/ware for the SH 6 + is r4.26.3-R-1923145-PROD-83002 (unless your '144' is a mistype). That is aimed to fix the WiFi instability.

[Stu_Art]

Having now interrogated things further it looks like all my affected devices are in fact connected to the 5GHz band. It appears that on my Smart Hub 6 Plus there doesn't seem to be a way of taking this band off Smart and fixing it to a channel.

Any suggestions greatly appreciated.