Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

[James_B]

Following a recent firmware update, some Smart Hub Plus customers may find that certain WiFi devices or WiFi extenders have trouble connecting.

Our engineers have identified the cause of the problem and are now rolling out a fix to affected Smart Hubs.

If your wireless devices aren't connecting and you have a Smart Hub Plus, setting the 2.4 GHz channel can resolve the issue.

If you have devices that will not connect, please try reconnecting using Compatible WiFi.

We are working as fast as possible to fix this issue, but in the meantime, some of our customers have found the following steps help:

1. Restart your hub - turn your Smart Hub Plus off and back on.
2. Restart your wifi extenders: power them off and back on.
3. Restart your devices - reboot any phones, tablets, laptops, or other devices that won’t connect.

You can find all the latest updates on this issue in Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi | Broadband Help | EE

[JimM11]

@James_B Are you including the 7 Pro version with all off this as Pro user's have also been complaining with very similar symptoms, Do appreciate that you have to cover both EE and BT products, the naming convention that has been changed midstream does not help the Forum out one bit, Plus has two options now EE wise the 6 and the 7.....

7 Plus seems not to be affected in anyway unless you know that is different.  

[XRaySpeX]

What is a Smart Hub 3? It is not listed in https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[JimM11]

@XRaySpeX Will be the New wifi 6 version that BT are sticking out now.... You can see it all here linked.

Different types of BT Hub | BT Help

[XRaySpeX]

@JimM11 : Yes, I'm aware of that but it is a BT beast. Pure speculation that an EE clone will assume same name. The OP has SH3 in its title but it is never mentions it in its text, only the SH+.

[JimM11]

@XRaySpeX With you, same as no mention on the Pro stability issues and it was FW updated, not a lot off customers doing complaints in general though so no real idea what is going on with them both, pure speculation and not in that game afraid.

You will find @James_B also on the BT Forum so the team may just be supporting it all.

[James_B]

Yes, Smart Hub 3 is BT.

I'm checking to see if the Smart Hub 7 Pro is affected.

James

[Gelert5]

@James_B  Many thanks for this update - it has saved me raising a complaints ticket.

Since the firmware update (to r4.26.1-R-1860948-PROD-83002) on 25th May, I have had to reboot one of my EE WiFi Discs on a daily basis, to connect some IOT Devices to my LAN. Yet my other two EE WiFi Discs have not needed a reboot at all.

In addition, when accessing my EE SH31B Router via the webpage, all of my devices have lost their custom names.
And despite having renamed my devices twice via the EE App, my SH31B Router simply cannot retain the custom names any more.

Rebooting the Router has had zero positive effect.

I'm now subscribed to this thread and hotly anticipate the promised patch.

[JimM11]

@Gelert5 Welcome, good to have someone who can do some further checks when you do get the updated FW release, one OP has posted elsewhere at least the unit now appears to be stable since the newer FW was installed. What it is alleged to be heading to so you are aware.

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

[Wijinabae_xo]

So its not only our wifi working? It isnt a payment issue?