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

[DottyR]

Can you confirm if this problem has been fixed at your end now? I am still having issues with the mini tv box dropping every few minutes and getting code IPC6023. When I called EE didn't mention that this was a known problem and just sent a new box which has behaved in exactly the same way! Would appreciate any help or guidance. Thanks 

[JimM11]

@DottyR The EE Smart Hub 6 Plus version is the one that has been fixed for the FW update, you mention mini TV box was it that what was replaced for you? The error you mention above seems to be something for the EE Smart Hub 7 Plus version, is that what you have? If so looks like it has not been addressed possibly yet!

EE Hub firmware versions - The EE Community

[DottyR]

Thanks so much for your response - it is the mini tv box that was replaced. I just checked and it is a Smart Hub SH31B - not sure what model this relates to? Thank you again, Denise 

[XRaySpeX]

@DottyR : That's the Smart Hub 6+, suitable for ADSL, partial Fibre & Full Fibre connections.

[JimM11]

@DottyR By now your EE Smart Hub 6+ should have been updated FW wise, the version that EE was doing is linked below and if you are an EE App user, think it shows you on that. For the TV side nothing is mentioned regarding your error so that needs to be addressed by EE CS someway.

FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

Search linked below if needed not a EE TV person.

Search - The EE Community

From what i can see that error is years and years old so you need the help off EE CS as there seems to be many ways to look at it starting with the account side onwards, good luck with it all!

[Gelert5]

Well, that's a shame...

r4.26.3-R-1923144-PROD-83002 was installed on 16th June on my SH31B (aka SH32?)
It instantly cured my wi-fi connectivity issues.
And I thought that it had also cured my 'Device Re-Naming' issues.

But at some point in the last three days, ALL of my Customised Device Names have reset / been reset to default.
The Hub hasn't been powered-down, as the Technical Event Log is still starting from 16/06/2026, 02:37:49.

So -  it looks as if the latest Firmware is still not 100% Bug-Free....

[JimM11]

@Gelert5 Shock Horror is the App correct, the Hub not or both all wrong, wonder if it's an App update change, you know how they like to change that every two weeks or so?

[Cliff_G]

Judging from my one laptop that keeps re-authenticating every 6 seconds, on r4.26.3, no, this update has not fixed every problem that r4.26.1 intoduced!  

[Gelert5]

@JimM11  App is correct, and Hub is incorrect.
Interestingly, the App was updated yesterday - so you might have narrowed-down another bug in the flakey Firmware.

I'll rename all of my devices now, and I'll turn-off auto-update for the EE App via the Google Playstore settings.
That way, I'll have to manually allow the EE App to update - so I can check just before and then afterwards whether / if / when the Hub is affected (again?)

Remind me - How much are we being paid to Beta-test all of this EE stuff...?  🤣 🤣  

*EDIT* The latest version of the App is SO SLOW and LAGGY....
It's going to take me an age to rename my Devices - deep fudgy joy, not...!  🙄

[JimM11]

@Gelert5 Heh, if it did not keep doing it then you would have nothing to keep you on your toes, Broadband wise....

There's just not enough money in the world to be paid for Beta testing, to much wrong and not enough fixing going on. They must have seen your reply for the speed you could knock it all back into shape again...😶🙄