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]

@Gelert5 Looking somewhat promising then, good positive feedback!👍 As you are looking at it currently, anything useful like backup/restore facility both Phone and System Configuration would be handy features cried out for before? New chart that is pinned good input from @James_B, Not sure if you ever suffered from the Ethernet port but see 6+ / 7 Pro now marked as fixed, would be expecting the virtual instant connection on both now! Plus was good 20-30 seconds easy to spot, Pro was never confirmed but suspected by a few postings on the Forum.

[James_B]

Hi @JimM11,

The table shows the latest completed rollout and we'll update as new versions reach all users.

James

[Cliff_G]

@James_B  we're now up to r4.26.3 as of some time yesterday. I've switched back to Auto channel on the 2.4 GHz and will monitor.

Unfortunately this FW update has not fixed the problem we have on one laptop, which is re-connecting every 6 seconds. Normal browsing and email is just about ok, but streaming or a Zoom call are unusable.  We did not have this before the update to 4.26.1 so there's still something not fixed in 4.26.3.  I'll raise a new topic to try and gather anyone else seeing this.

I did consult with a Guide and we eliminated everything possible, but 4.26.3 has also not helped. Their final advice was to recheck with HP but they have been unable to help.

[JimM11]

@Cliff_G As posted and pinned now by @James_B will link the main one below but the extract with the Fix teams/UDP is were i would be suspecting you 6 second issue is happening, DO NOT be listening much to the Guide advice, not happening before will be NOTHING to do with HP, at least your Ethernet keeps it going, so did the guide not pick that up WiFi issue?

Firmware version: r4.26.1

Deployment date: From April 2026

Hub Type: SH30A, SH31B, SH32B

Release notes: 

• Platform updates & security patches
• Improved WiFi stability/performance
• New - Digital Voice Contacts backup/export
• New - IPv6 DNS
• New - EE WiFi-Auto
• Fix - Microsoft Teams/UDP issues in some situations
• Fix - Pixelation/IPC6023 errors in some situations when viewing subscription EETV channels
• Fix - Ethernet/wired devices taking a long time to establish connection

EE Hub firmware versions - The EE Community

@Cliff_G Pretty sure i remember you saying connected wired may have been a bit of powerline etc but let you find that and compile it as needed, @James_B has been tagged so have EE reach out they should be able to see that online with the Homeview+ software they use. 

[Cliff_G]

"Fix - Teams/UDP" is where I would be suspecting your 6 second issue is happening.

Agree. But I probably need more than one person to be having this to get anywhere.

[JimM11]

@Cliff_G Is it a windows laptop, if so have a look on the computer management, event viewer, windows logs to see if anything network orientated going on writing in the log file/s.

[Bauhaus100]

Firmware r4.26.3-R-1923144-PROD-83002 has fixed it for me too. 

[Csarge]

I am having the issue with 2.4ghz devices disconnecting on my Home Hub 6+ SH31B, f/w r4.26.3-R-1923144-PROD-83002. It started at the end of May and is going. I’ve called customer services 3 times and eventually on Friday an engineer said it was a known issue and being investigated. I can’t force the compatible WiFi on to a specific channel as there is no drop down and is on ‘Smart (channel 11). Is there anything I can do? Any help would be greatly appreciated. 

[JimM11]

@Csarge That FW you are quoting version wise is the Fix, and all the other user's saying fixed now, would power off your EE Hub, 5 minutes should be long enough, Fixing the channel on the Main wifi then good chance your Comp will follow that, but you would need to wifi analyze it to see. Comp will not be allowed possibly for Fixed channel movement.

[Csarge]

Thanks for your reply. I’ve powered down for 10 mins and restarted it. Main WiFi channel saying smart 36 and compatible saying smart channel 1. Hopefully, this will work. I’ll monitor it over the coming days and see what happens.