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

[Bauhaus100]

Looks like I have this issue too. Smart plugs, smart bulbs and CCTV cameras stopped reliably connecting to the network a couple of weeks ago and I've only just discovered this thread as potentially the reason why. Rebooting the Smart Hub seems to fix the issue for a short period. 

I understand that a firmware update is available under release r4.26.3-R-1923144-PROD-83002. Obviously, I'm keen to get this tested as the issue is affecting our home security. Are there any updates as to when it will be rolled out, please? 

[XRaySpeX]

@Bauhaus100 : EE are aiming to get this update out to all users by end June.

[JimM11]

@Bauhaus100 Have you tried in your case just the Fixed Channel option, been nearly 4 weeks since introduced so possibly not long to go as the update can happen an time between now and the possible end time. Restart's certainly help it along especially if you do have a good few day's in between the drops. 

[Bauhaus100]

Hi Jim, wer've always used the fixed channel option for 2.4Ghz devices so that's not an option for me to restore reliability. 

Thanks for the suggestion though. 

[JimM11]

@Bauhaus100 With you on that, any smart wireless extenders in use with your system then or other 3rd party type extender devices?

[Bauhaus100]

Nope. Never needed them before either with BT (our previous broadband provider) or EE. 

Everything in the house connected fine until around two weeks ago. 

[JimM11]

@Bauhaus100 The problem really is that it's unknown what the FW upgrade was too try and fix if anything, and in doing so some problems have been created of different/various kinds in general operation, there is also a Form fill in the link above to request possibly quicker update, or just wait the period and see when EE push the new FW release for the latest to your Hub happens.

[Gelert5]

@JimM11  One change they did make in May with r4.26.1-R-1860948-PROD-83002 was to add the ability to 'Export your phone contact data to a file'.
This new button can be found under Phone -> Contacts.
It generates a .vcf file.

Meanwhile, back at the ranch, and I can confirm that the new Firmware r4.26.3-R-1923144-PROD-83002 seems to have fixed the issues for me.
This was automatically installed at ~0230hrs on my SH31B on 16th June.
Since then, all of my customised Device Names are still there, and all of my devices are remaining connected.

[bobpullen]

@JimM11 - some pointers on what the firmwares entail has been pinned to this board here.

[JimM11]

@bobpullenThanks for the info link, the 6+ in general now seems to be on the mend as far as response from user's with those hubs are seeing though early day's yet.

The 7Pro just going to ignore anymore request's about it, those user's are/will just have to deal with EE to find that out now.

The 7Plus from the chart would appear to have had a FW update so not even one user has reported anything other than the Jan 2026 one, just hope that is all working well?

Just to hard and not in the guessing game to what is or is not specific with issues now and EE need to deal! 

@James_B Good to see the pinned post, tables could do with a bit off an update or just waiting to see how it is all going?🤞