Multiple SSID - Smart Hub Plus (Please Help)

[Dr-999]

Hoping one or many of you can help and support.  I have recently joined EE Broadband and for the life of me I can't understand why I am not able to have my 2.4ghz and 5ghz with different names.
I have checked EE website and see the following 
Smart hub Pro - Multiple SSID - Yes
Smart Hub Plus - Multiple SSID - Yes with select models/software

I have been sent a Smart Hub Plus which stats its a SH32B on the box - but it is a SH31B, which I can see under the Hub Manager Home>Advanced Settings>Technical Log - Product Code SH31B & Firmware r1.34.1-R-1055417-PROD-83002

I have spoken to EE Tech Support who talked me through their online guidance and said I should be able to do this on the hub but the option is not available.
After many agents and being passed around - they have not deemed that this is only available on the Smart Hub Pro and will cost me £240 over the 2 year contract. Clearly I have refused this offer as this should not be a paid service from a router.

So my question is - does anyone here have a working Multiple SSID on a Smart Hub Plus, if so can you please tell me which version you have and what firmware you are using so I can feed this back to the EE Tech team and the complaint I am raising to the EE Executive Team
Clearly one of the following products allows it: Models: SH31B/SH32B/SH30A
You are able to see this from the following EE webpage: Compare our range of broadband hubs | Broadband | EE

[Mustrum]

@Dr-999  combined SSID's has been a thing on BT and EE routers for a while now.

Some newer models have a compatibilty mode which you may be referring to, and you may have to wait until the firmware updates.

Which version do you have, I am sure someone with a similar router will be along soon to give more details.

[Dr-999]

Hi 
Yes I understand combined has been about for some time, but the EE website clearly states that some models and firmware can still do this.

I currently have as mentioned in my post "I have been sent a Smart Hub Plus which stats its a SH32B on the box - but it is a SH31B, which I can see under the Hub Manager Home>Advanced Settings>Technical Log - Product Code SH31B & Firmware r1.34.1-R-1055417-PROD-83002"

Thanks

[JimM11 · Accepted solution]

@Dr-999 Below is the FW update sequence as reported and worked out on the Forum, once your router updates to the latest version which is rolling out NOW, then the compatible mode will appear, so soon until then NO. Also the 32B reports as a 31B on the status screen so do not worry about that fact.

SH31B

FW: r1.35.0-R-1138091-PROD-83002 and the gui is at App version: 1.13.1.
FW: r2.68.11-R-1260390-PROD-83002
FW: r2.68.12-R-1270837-PROD-83002 and the gui is at App version 2.36.4. 09/01/2025
FW: r2.68.16-R-1296172-PROD-83002 and the gui is at App version 2.36.4. 31/01/2025
FW: r2.68.17-R-1303190-PROD-83002 and the gui is at App version 2.36.4. 14/02/2025
FW: r2.68.18-R-1303195-PROD-83002 and the gui is at App version 2.36.4. 11/02/2025 Restarted yesterday 18/02....

[Dr-999]

HI @JimM11 

Thanks so much - can you confirm with any pictures or other posts where they have this setting on the new firmware ?

Will I expect the FW: r2.68.18-R-1303195-PROD-83002 and the gui is at App version 2.36.4.

Is there anyway to force the update as I only have 1/2 my house currently connected correctly 

Thanks 

[JimM11]

@Dr-999 FW download is all EE when they decide to drop it on your router, you could be lucky and it will be early hours of tomorrow, just one off those things. Will find a posting picture and link below so you see, there was one from a couple of weeks ago, I am still on the first one FW wise, so cannot produce a pic for you. Link below. You should see the idea from here.

Difference between Smart Hub Plus SH30A and SH31B (FTTC) - Page 2 - The EE Community

[Dr-999]

Hi @JimM11 

I have just checked and see that mine is not listed in your list so I am on something different 

Product Code SH31B & Firmware r1.34.1-R-1055417-PROD-83002

[JimM11]

@Dr-999 Correct your version is way early new router out off the box version, need to go get the link again.

[JimM11]

@Dr-999 Link is up now.

[Dr-999]

@JimM11 

Cheers - lets hope I get the new FW asap - driving me insane how out of the box the service isn't available