New EE hub has so many problems

[CWDW]

Since updating my old BT hub to a new EE hub we have had nothing but issues. Television freezes with bright flash of light on screen. The new digital phones I got from BT do not seem compatible that I have had to ask they stop my phone service. 
they told me the problems outside but then they said no yjsys not the problem and say we have to have a factory reset on our hub. I wasn’t happy with this as I spent a long time connecting my appliances. 
I’m totally fed up and unless they change their useless hubs I will be going elsewhere for Internet and phone. 
they also take over 30 minutes just to answer the phone and the calls are total waste of time the staff don’t seem trained to fix issues they just guess. It’s of money each month for a poor service. 

[Chris_B]

@CWDW  providing you’ve not changed the  router password or WiFi name all your devices will reconnect even if you factory reset it.     Even if you have you can still change it back to the new information and all your devices will reconnect.  The devices store the login information so they can connect to the router ,  your not changing the information they hold to connect to the router. 

[marge2]

I’ve recently renewed my ee broadband contract and received a new super hub I now can’t connect my now tv box as the Wi-Fi for the new hub is not showing. Everyone else on my streets WiFi is tho and my daughter has Alexa and although it’s connected. She can’t get her light to switch on or off  so it’s obviously. Not finding them

[Linzi_H]

Hi @marge2 

Thanks for coming to the community. 

I know it can be frustrating when things aren't connecting as expected. 

Any new router will need time to sync, and if things don't progress, I would suggest resetting the router as the next step. 

Let me know how it goes.

Linzi 

[marge2]

Hi. Is been active since the 27 sept  everything else reconnected straight away apart from daughters smart light bulb and the now tv box   It is finding Wi-Fi for my neighbours but not mine

[Mustrum]

@marge2   there are a few things you can do to help older devices to the new router.  Which model router do you have though?

Did you use the Transfer settings in the App when you got the router? This takes the settings from your old router and applies them to the new one. Just remember to take a note from the card on the old router for when you add new devices in the future.

Assuming it is the Smart Hub plus, switch WiFi 6 off/ WiFi 5 on is one thing in the compatibility section.

Use WPS where you can if your devices have it.

Switching the 5Ghz band off whilst you connect these devices can also help.

And changing the WiFi security back from WPA3 to WPA2 is another step to try.

And has your daughter connected her lights to the new router, Alexa won't be able to switch then on/off if they are still set to the old router.

HTH but do ask if you have any questions.

[ckavanaghhall]

Agreed. Mine is appalling service and keep having to do a reset pretty much everyday as it doesn’t connect to anything. I had an engineer out and he said there has been so many problems with the new routers, loads of people complaining. It’s the worse router I’ve ever had!

[XRaySpeX]

@ckavanaghhall : Which EE BB plan are you on including its speed? What EE router do you have?

[PACW]

I have had new hub for 10 days now, It is nothing but trouble.  Had engineer last week and he will be back again this week.  After 14 years of BT hubs with no problems it is beyond annoying.  WIFI keeps fading out, going off line and back every couple of minutes, and don't ask me to reboot, that takes at least 10 minutes.

[Mustrum]

@PACW   What EE broadband service and which router do you have, and do you have extenders?

Have you considered just reusing your BT Router?