EE acknowledge Wi-Fi connections issues

[Cliff_G]

Just had this text from EE:

"Hi, it's EE.

We're aware that some customers may be experiencing issues with devices connecting to Wi-Fi. If your Wi-Fi doorbell, camera, smart speaker or other connected device isn't working as expected, please try restarting your hub and the affected device to temporarily restore connectivity.

Our engineers are working to resolve this as quickly as possible. A temporary workaround is available now, and you'll find simple step-by-step instructions at https://ee.co.uk/sh3wifi  There's no need to call us, as the latest guidance is available online.

We're sorry for any inconvenience caused by this issue and thanks for your patience while we fix it."

That link eventually takes you to the same fix discussed here since last week, reset the 2.4GHz to fixed channel.

I'm very much hoping their fix will be a firmware update since the last update is what caused this. If you want to track whether this is what happens, go into your Router ( https://192.168.1.254 ) and note your current version. The one with the problem is r4.26.1-R-1860948-PROD-83002   so I shall be watching that, and hoping that it also fixes my 6-second reconnection problem on one device.

I've no idea whether another firmware update will reset any configuration you have applied (such as starting the compatible wifi, guest wifi, port forwarding, whatever) so it may also be worth noting down the changes you are running with.

[Stu_Art]

Thank you @XRaySpeX . My current FW is 144. So hopefully when updated this might fix the problem.

I can see from the event log that all my devices are going off and online every few minutes randomly. Hopefully the fix will be rolled out quickly in my area.

[Cliff_G]

@Stu_Art  The version numbers are confusing. Mine is now r4.26.3-R-1923144-PROD-83002 on my SH31B (under router web page Advanced Settings / Technical Log / Information) and this seems to have fixed my phones from dropping off the wifi (24 hours so far), but has not fixed the one laptop reconnecting every 6 seconds ( see https://community.ee.co.uk/t5/Broadband-Landline/Everyone-please-check-your-logs-for-devices-frequen... ). This and the phones were fine before the update to r4.26.1.

I'm not sure where the 145 number came from - it may be a difference between hub types, but the key difference is the "r" number r4.26.3  See https://community.ee.co.uk/t5/Broadband-Landline/EE-Hub-firmware-versions/td-p/1624543 for a not totally complete description of the rev numbers.

Anyway, one question - were your devices all connecting ok before about 25/5/26, which is when the r4.26.1 version was issued?  And one suggestion - have you tried turning the Compatible Wi-Fi on, ditto turned on the 2.4 GHz?  Both of these should work better with older gear, although old vs. new is not necessarily clear - I have an absolutely ancient tablet which has been on 5 GHz Main wifi with no problems.

[JimM11]

All The 145 was a typo error as reported way back so the version 144 is 100% correct...... The from and too below.

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

[JimM11]

@Stu_Art With everything said you CANNOT associate everything with bad FW, it took a while to track it down as a 2.4Ghz wireless wifi issue, 5Ghz is an animal all in it's own and not sure but you should be able to do the 5Ghz in Comp mode to WPA2-PSK operation, but channel position and size is a huge NO NO with any EE Hub (Auto) is the only choice given.....

If you wish to fix the channel and width were possible, then you will require to use a Hub/Router that can do so!

Suggest you analyze the 5Ghz band, see were ALL the channels are falling both Indicated and also HIDDEN, work it out and then look to see what your devices in question support, ie some 5Ghz devices will just not operate up in channel 114/163 as 160Mhz etc so that's a NO NO for the device.

Linked a couple off old screen captures, still all current if you need to go look.

Re: 'Compatible Wifi' issues with new Smart Hub Pro and Smart Wifi Pro - The EE Community

[Stu_Art]

@Cliff_G  Thanks for replying.
So it looks like we are on the same FW. Unfortunately for me I am still struggling with devices (phones, laptops and TV) connect to the 5 GHz band. Phone calls and Teams calls are still dropping out.
Everything was working fine and perfectly before and around 25/5/26. This includes 2.4 and 5 GHz bands.

I already had the Compatible Wi-Fi enabled due to an older TV not happy with connecting to the 5GHz band. Today I have added my work phone and laptop to this network as a temporary workaround and all seems fine so far now that I have fixed the channel.

If I can't resolve it I may to look at other router options. Thanks for your assistance.

[Stu_Art]

@JimM11  Thank you for your response and advice - very helpful.

I will see how I go with switching things over to Comp Mode on 2.4, as I can always add 5 additionally if I experience any issues.

As nearly all my devises were on the 5GHz band and were experiencing the drop out issues, do you think the FW issue was also relating to devises on that band too?
Maybe an updated EE router may help here, or maybe I need to bight the bullet and put in an Asus router.

Thank you for your assistance. 

[JimM11]

@Stu_Art Will have a read through the post with just your part issues wise, get back to you a little later....

Edit:- Have had a look through what you have posted, and you do seem to associate it all going back to the FW update time, so can you take a little time and post just some more detail. Think you have a 6 Plus hub and possible a EE Smart Wireless at the same time..... Ideally the Hub and the Extender did the same update, and around the same time frame.... Will wait for your response to this.

EE have posted the link down below, and this is all they say was done during the FW update, take a read when you can!

EE Hub firmware versions - The EE Community

[JimM11]

@Stu_Art The two relevant EE parts to it all.....

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

Firmware version: r4.26.3

Deployment date: From June 2026

Hub Type: SH30A, SH31B, SH32B

Release notes: 

• Fix - Intermittent 2.4GHz connectivity

[JonT69]

Returned from holiday Friday and all appeared to be working again, Blink cameras, Heat Pump, dishwasher but strangely the problem had migrated to my electric car charger which now won’t show as online so I am having to charge at full rate, a 400% increase in my travel costs.

We had friends staying last night and just after midnight something happened because all the above devices dropped off.

I have now lost control of my heating system, car charger and security camera system with all showing offline this morning,

This issue is causing me no end of problems and a small fortune as I have lost access to off peak charging and hot water heating.

[JonT69]

Unfortunately the problem appears to have returned in the early hours of this morning.

By way of an update, following our return from holiday Thursday, all appeared to be working again, Blink cameras, Heat Pump, dishwasher but strangely the problem had migrated to my electric car charger which now won’t show as online so I am having to charge at full rate, a 400% increase in my travel costs.

We had friends staying last night and just after midnight something happened because all the above devices dropped off.

We now have no control over our heating system, car charger or security camera system with all showing offline this morning,

This issue is causing us no end of problems and a small fortune as we have lost access to day time off peak car charging and hot water heating.