Incorrect WIFI Password On Smart Hub Plus

[mirrors90]

Hi Team!
I'm now set up on the new EE, Smart Hub Plus set up yesterday - but I've got an intermittent fault with it - it keeps kicking me off wifi saying "INCORRECT PASSWORD" - has anyone else had this error and if so how did they get it fixed? it's very random and frustrating. It is 100% the correct wifi - it just kicks people off.

Ethernet is fine - solid as a rock - but the wifi is incredibly flakey!

[James_B]

Hi @mirrors90,

Is this only happening with one particular device?

James

[mirrors90]

morning James , no it’s happening with several devices at once. It’s happened throughout the last 24hrs - very randomly!  

[James_B]

Hi @mirrors90,

Please try forgetting the network on the affected devices and reconnecting.

Thanks

James

[mirrors90]

Already done that, still no avail. 
I’ve turned it on and off as well - device and router .

[James_B]

Please can you share a screen shot of the error message you see when a device disconnects @mirrors90?

Thanks

James

[mirrors90]

HI James ! Sorry I had a call from EE as I logged this - they reset the hub remotely to factory settings - now we’re using the default WiFi password and they’re sending an engineer - they said that it could be the amount of devices connected - which weirdly the bt smart hub 2 didn’t have any issue with. 

will let you know if it occurs again - but so far we’ve not been kicked off again in the last hour 

[James_B]

Thanks for the update @mirrors90 🙂

James

[bobpullen]

@mirrors90 - out of interest, do you have a Smart WiFi extender on the network as well as the Hub?

[mirrors90]

Hey Bob

yes, smart WiFi plus - but it keeps “dropping off the network” according to the app. I did some digging with EE and was advised that the app is faulty and do not pay attention to it whilst the devs work on it - it is on the network but the app likes to show things which are not strictly true. 

I mean, it’s fine - it works, but there’s definitely some beta testing going on here! 

not had any kick offs on the WiFi since ee factory reset my hub and we’ve been using the factory settings in 28 hours.