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]

@TinaA1 You do have the 14 day cool down period window to do so, keep an eye on the timescale.

Without knowing the details to what you have not much the Forum can do help wise. Try the HELP to 66033 and that text will initiate EE to run a check against your connection and Equipment installed, plus any devices that are connected. Can be anything from the Hub install, the position off your Extenders etc, the strange part is when installed it was all good then 5 days later not stable/working, look at the light status on the Hub/Extenders they will give you the idea what is going on, Aqua colour on everything is what you need. Since you mention extenders that would mean you have more than one? The EE range below to what the have currently device wise.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[TinaA1]

Thanks

have another engineer coming out on saturday

i have the smart hub 7 pro, I initially had one extender which disconnected, everyone i paired then moved it, kept disconnecting. After a call to helpdesk, they sent another 2, with an engineer visit.

engineer says all 3 are faulty and I should only need the smart hub, he said I was set up with WiFi compatible, he got everything working, TV apps all working Apple iPhones connecting, 30 mins later, apps stop working, some phones are connecting, laptop connected, but teams app not working.

a new smart hub pro 7 is being delivered with another engineer visit.

everything was working fine with one extender upstairs until Monday…

i rebooted hub last night, still nothing. I’m losing the will to live…

shouldn’t be this hard 

[TinaA1]

That should say every time I paired the extender and moved it, it disconnected.

i had to pair with Ethernet cable 

currently only have smart hub connected but it’s not fully functioning 

[JimM11]

@Gelert5 Just a quicky for you, any improvement or just still not fully functional as yet? Doing a few other post's not going to well currently.

[JimM11]

@TinaA1 Let the Forum have an idea how the Sat visit pan's out regarding it all.

[TinaA1]

Still the same issue with the fourth engineer visit, new hub, new extender, again have a WiFi connection but only for certain devices, no apps will load, 

engineer says he sees this all the time with the smart hub pro 

Helpdesk now sending smart plus hub with extender and another engineer visit 

I can’t fault customer service they’ve been great, the WiFi isn’t! 
don’t fix something that wasn’t broken hey! 
let’s see what Wednesday brings, if not, I’ll have to find a new provider, hindering my ability to work from home, and everything else 🙁

[JimM11]

@TinaA1 Are you just doing this all with the Main wifi signal on your EE Pro hub, just forget about the Extender at present?

[TinaA1]

Yes just the mains still the same issue, extenders disconnected

main hub rebooted, connected, sky box will connect, can’t download, apps not working 

it’s a real hit and miss, doesn’t make any sense. 
engineer said to downgrade the hub, as the Pro is causing too many issues most of his visits relate to the Pro 

[JimM11]

@TinaA1 Ok, when you say sky box, is it a streaming box or a sky Q, is there any possibility they can be linked together with an Ethernet cable?

[TinaA1]

@JimM11 
Sky Q

unfortunately not, the router originally in the living room, was relocated to my office as they needed to drill into the wall (front of house) 

I would need a fairly long Ethernet cable, but also need to ensure it doesn’t become a trip hazard , really I shouldn’t need to go this, when my BT smart Hub 2 was working absolutely fine no problems… 

I should have a better service with Fibre..