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

[XRaySpeX]

@Wijinabae_xo : Yes, this is a known issue. No, unless you haven't paid.

[JimM11]

@Wijinabae_xo Sorry do not understand what you are posting?

[XRaySpeX]

Have you all seen this: https://forms.cloud.microsoft/e/ZByfFx86rW ? You can apply by form to have your SH 6+ f/ware updated to the latest.

[JimM11]

@XRaySpeX Took a quick look at the Form link, is this an official way that EE requires request's to be done?

[Gelert5]

@JimM11  Thanks for the 'heads-up'.
I've just checked, and the latest firmware was installed overnight at ~0237hrs 16Jun26, with the same GUI as before.

Same as what you posted:
r4.26.1-R-1860948-PROD-83002 and the GUI is version 3.14.5 installed 25May26
r4.26.3-R-1923144-PROD-83002 and the GUI is version 3.14.5 installed 16Jun26

I've just renamed all of my 28+ devices, using the EE App and my 'cheat method' (takes me about 6 minutes now).
And I can confirm that the new customised device names appeared on my PC browser webpage - pretty quickly actually!
So let's see how long they remain correctly named, eh...?

[JimM11]

@Gelert5 😶👍👍 at least you've been around the block a few times now with the EE FW updates, hopefully not any issues and glad your on the case!!!!

[XRaySpeX]

@JimM11 : No, it's the private assistance of @Steve_BT 

[JimM11]

@XRaySpeX Ok thanks for that. Plus updates appear to be rolling out now with at least some positive feedback. 

[Bauhaus100]

Looks like I have this issue too. Smart plugs, smart bulbs and CCTV cameras stopped reliably connecting to the network a couple of weeks ago and I've only just discovered this thread as potentially the reason why. Rebooting the Smart Hub seems to fix the issue for a short period. 

I understand that a firmware update is available under release r4.26.3-R-1923144-PROD-83002. Obviously, I'm keen to get this tested as the issue is affecting our home security. Are there any updates as to when it will be rolled out, please? 

[XRaySpeX]

@Bauhaus100 : EE are aiming to get this update out to all users by end June.