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

[Gelert5]

Just went to upload and save my Technical Event Log today (15th July), and came across this new load of old malarkey....
This 'malarkey' definitely wasn't displaying yesterday (14th July) at 1315hrs when I uploaded my Technical Event Log then.

1) This is the 'Home Page', showing 'All Wireless Disabled'. But, quite clearly, this is NOT TRUE!
All Wireless IS enabled, and 'My Network' proves this by showing 9x Wireless plus 9x Ethernet Devices connected:
All Wireless Disabled #1

2) This is the 'Advanced Settings' page:
All Wireless Disabled #2

3) This is a more detailed look at my 9x Ethernet Connections, and my 9x Wireless Connections:

4) This is what I get when opening the 'Big Red Wireless Box' from the Advanced Settings page. I certainly haven't / didn't select 'Disable all wireless' - and yet there it is, er 'Disabled'...

5) When I slide the 'Disable all wireless' switch to 'No', all of a sudden my Network name, Security type, and Security password fields are completely empty.
All Wireless Disabled #5

Which is all very weird, as all of my Wired AND Wireless Devices are still connected.
And the Wireless devices are connected to my customised Network Name (aka my SSID), using my Security password.

No, the Hub has not been updated and/or powered down since 16th June, as the Technical Event Logs show.
No, the 'App' has not been updated for a few days.
No, I'm not going to Power-Cycle the SH31B (32), or re-enter my SSID credentials - unless I absolutely have to e.g. the entire system locks-up. I'd like to see if this phenomena disappears as quickly / mysteriously as it appeared - and / or if it's going to get worse....
Sadly, yet more flakery bubbles to the surface, regarding this latest Firmware.   🙄

[JimM11]

@Gelert5 DO NOT RULE out the App having a play with it all, and little strange the 3rd picture showing all your Ethernet connections does not tally with the first two totals as well, EE definitely keeping you on the toes with it all! wonder why the 6Ghz is also showing on a SH31B hub? is that an addition now or have you noticed since the upgrade to the FW....

Until the save is applied, and the warning possible explaining network may be dropped for settings to be applied who knows what is going on or going to happen point in time....

Also shows all off your wireless wifi devices are on the Extender only, is that a true correct way nothing on the EE 6+ wireless wifi for the Hub? 

Nope the SH31B is still a two band only unless they are pulling your chain...

@James_B You may won't to take a look see at this!

Now has the GUI look and feel off a wifi 7 Pro puppy... 

Compare EE Smart Hubs | Device Help | EE

[JimM11]

@Gelert5 You may want to grab and capture the following also, bit off a pain to do and you may need a few screen captures to get it all, but Advanced Settings - My Network - Address Tables, see were everything wired/wireless is getting assigned assuming the hub does not throw it's hands up in the air doing so....

Think i managed to get up near the 80day's capturing the logs, slow down got to about the 10second page swap delay, then a FW update crept in and wiped the Hub clean, so i just gave up on it all....

Need to get you on the FW testing program shake it all down as you do have all the parameters needed, Hub Extender and Backup all in the one nicely wrapped bubble....

[Clever_Trevor]

Hi,

My Hub 7 plus updated earlier this week to :

Firmware version
r4.27.1-R-1862254-
PROD-84001

things seem okay so far 👍

[JimM11]

@Clever_Trevor First up on the 7 Plus version, but do keep the eye on it, do you happen to know what the GUI is at also? Stuck the date back a couple off days as per you posting... FW table has been updated so looks like the program off updates will be complete!

Smart Hub 7 Plus
FW: r3.29.4-R-1511690-PROD-84001 and the gui is at App version 3.7.4 19/12/2025
FW: r3.35.15-R-1597208-PROD-84001 and the gui is at App version 3.11.2 19/12/2025
FW: r3.35.24-R-1648110-PROD-84001 and the gui is at App version 3.11.3 23/01/2026
FW: r4.27.1-R-1862254-PROD-84001 and the gui is at App version x.xx.x 13/07/2026

[Clever_Trevor]

Hi,

GUI version: 3.14.5

only updated earlier this week but stable. ( with 23 devices connected. )

[JimM11]

@Clever_Trevor Thanks, All EE Smart Hub 7 Plus hub user's the latest Firmware Update below as posted.

FW: r4.27.1-R-1862254-PROD-84001 and the gui is at App version 3.14.5 13/07/2026

[JimM11]

@Clever_Trevor See you had a couple off old extenders with your older EE/BT versions off the hubs, with your 7 Plus did you find you needed to use any matching SW35A versions or was the Hub enough to cover everything, been a few complaints recently about the WiFi signal strength or possible throw distance on the 7 Plus but others do rave about it.

[Gelert5]

@JimM11  Well, certainly the EE 'App' is having its own meltdown - LOL

I took some screenshots of the App pages, the day after I posted those five pictures of my Hub pages.

The 'Offline' devices are my WIRED devices, and the 'Online' devices are my WIRELESS devices.
Which is bonkers...
The Wired devices were (and still are!) all very much Online, and haven't been Offline since 16th June.

                       

And as I type this some 4-5 days later, all of my Wired AND Wireless Devices are still connected - but not according to either the SH31B (32) Hub OR the EE App.

The Hub is still 'reporting' that I have no Wireless connectivity, and the App is still 'reporting' that I have no Wired connectivity.

What a state of affairs... 🙄

[JimM11]

@Gelert5 Will take the look when some nice person's approves your posted pics. EE may just be having the bad hair day, although it's possibly turning into the Bad Hair 6 Months, pain for you and fully appreciate what you are doing, you do know the first words will be HAVE you Factory Reset it since the update, it's the get out off jail response but sure just does seem to work maybe and if so just POORLY written FW updates if that is the requirement..... @James_B copied so you have exposure to this.

Do keep EE CS away from your hub, there was a posting the other day or so and well smacked off someone remotely Factory Resetting the Hub as the OP lost all the Comp setup he had applied previous.