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 NO switch the Pro hub out just disconnect the wan port, plug your BT Smarthub2 cable into port 4 off it, marked Lan/Wan and it will connect same as the PRO. Forget all about your old cable that will be gone by now, nine days on.

[TinaA1]

@JimM11  Thank you will go a that a good, appreciate it 👍🏽

[Gelert5]

@JimM11  Sorry mate - heavy 'Motor Racing' weekend, chez moi...

EE App hasn't been updated, even though there is an update available / pending - this is entirely down to me DELIBERATELY stopping 'Auto-Update' from the Google Playstore.
It will be allowed to update, as and when I feel ready to allow it...!

EE SH31B (32) - Full functionality of LAN & WAN across wired and wireless devices has been maintained over the Hub's 'Uptime' of the past 40 Days 15 Hrs 38 Mins - according to the Browser Web Page.

BUT - the HMIs of both the App and the Web Page are still telling lies, and are still showing contradictions within themselves and with each other.

BOTTOM LINE: Do NOT use the HMI of either the App OR the Web Page to try to 'Fault Find'... 'For there be Dragons'...
Throw some bread to the ducks instead, it's easier that way.... 😎

As I've stated earlier, I'm downloading the Technical Event Logs as-and-when I can, and looking for HMI changes at the same time - but no further significant changes since I posted those screen grabs of 15th July onwards.
FYI - I did post another screen grab about my Mobile Phone clearly being connected to my SH31B, but you didn't respond.

I'm now awaiting either another Firmware Update or another unauthorised automatic Power-Cycle to occur, before drilling-down further - unless of course, the Hub falls-over...
But as I stated earlier, uptime has been in the order of 40 Days 15 Hrs 38 Min...

HTH?

[JimM11]

@Gelert5 Thanks, OP got EE to send a BT Smarthub2 threw it on the connection everything worked tossed aside the EE Smart Hub 6+ at present and going to keep the eye on how it all goes, no matter what was tried, how many times it was Factory Reset Main/Comp even got EE to Main it WPA2-Personal that was a shocker, just would not play ball in the slightest.  

Good news today the BT holding it's own and no apparent issues. copied @Pervs2 

The no response, would be my head stuck in an orifice trying to work out what is going on, and that's just not an easy task so probably missed it and a big sorry from me...

[TinaA1]

@JimM11 

Worked a treat THANK YOU ☺️ 

back up and running, 

will give BT a call in the morning, I’m not sure I want to stay with EE.

[JimM11]

@TinaA1 That's all your choice which way to go, but do consider the complete wifi that is the complement to your BT Smarthub2, will also aide to work your wifi signal about the home, there are plenty second hand devices on the flea market site, works very well and just so easy to setup and do. Can also link a sample that is on the Forum should you need that.👍👍

The Amazon blurb is linked below, gives you the idea if needed. And it is the ROUND one only, the other is for the new BT Smart Hub 3 that they now have.

BT COMPLETE WI-FI DISC, ADD ON DISC, dual band : Amazon.co.uk: Electronics & Photo

[TinaA1]

@JimM11  I already have one with my previous plan with BT, already plugged in 

As BT want both devices back due to going to EE, will give them call to sort everything out.

thanks for all your help 

[JimM11]

@TinaA1 One way to do it if you stay with EE is tell them they can have there super dupper wifi 7 Pro hub / and Extender back, your not keeping it and will continue to use your good old trusty BT Equipment that works. Then hit them up for a Free refund for all the hassle they gave you.