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 

[Nothappy78]

How about EE fix my internet that drops out 5 plus times a day, when trying to work or game. But it’s ok I’m still being charged full price and now have to wait till 22nd June to see if they fix it!!  Been happening since we have had EE and all we get is excuses, have rebooted 1000’s times, reconnecting ohhh hold on sorry just dropped out that meeting because my internets rubbish!! Had enough will not be renewing contract and EE should let me leave with no fees before renewal. 

[JimM11]

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

[JimM11]

@Nothappy78 Then you need to follow the complaints procedure kicking the can down the road, price you pay is what you contracted for, no one on the Forum has any idea, if you want or need assistance and if possible to help then let the Forum have some detail to your issue.

If EE are dealing with it all the waiting period is what will be required and followed.