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

James_B
EE Community Manager
EE Community Manager

‎15-06-2026 11:18 AM - edited ‎19-06-2026 10:06 AM

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

44 REPLIES 44
DottyR
Explorer

‎09-07-2026 08:47 AM

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 

0 Helpful
JimM11
Community Hero
Community Hero
In response to DottyR

‎09-07-2026 08:55 AM - edited ‎09-07-2026 08:59 AM

@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

0 Helpful
DottyR
Explorer
In response to JimM11

‎09-07-2026 09:59 AM

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 

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to DottyR

‎09-07-2026 10:11 AM

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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0 Helpful
JimM11
Community Hero
Community Hero
In response to DottyR

‎09-07-2026 10:21 AM - edited ‎09-07-2026 10:32 AM

@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!

0 Helpful