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Roters and Extenders

5Pandas
Investigator
Investigator

‎20-08-2025 07:07 PM

Our first-hub kit was installed on 20th November 2024, our second-hub kit was sent on 22nd February 2025 and our third-hub kit was installed on 19th August 2025. Whilst waiting for the second and third-hub kit to be sent, we were unable to use the internet or telephones or anythig ales that needed wifi. In addition, the three-DV adaptors they we had purchased  originally also did not work and had to be returned along with the second-hub kit. Now that the third-hub kit is up-and-running, we find that the two-extenders that came with second-hub kit do not work. In addtion, when the wifi 'drops-out', we lose 'phone contact. It is all very tedious and annoying.

Has anybody any useful suggestions as to what to do next?

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3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎20-08-2025 10:18 PM

@5Pandas : Why did you need 3 routers sent to you?

What is the name of the EE BB plan are you on including its speed? Which EE routers & WiFi extenders, if any, do you have / had (read label or post a pix)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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JimM11
Community Hero
Community Hero

‎20-08-2025 10:34 PM - edited ‎20-08-2025 10:36 PM

@5Pandas As it seems to be one complete mess off a situation, you would be best to start from scratch, Factory Reset ALL off the devices as long as you are aware off any changes that you have made, add ONE smart wireless at a time using the Network connection method, leaving it connected for 24hrs on the router, then disconnect move to the position and leave it for a day to work out and connect, then rinse and repeat for the others. DVA's not sure why you would need so many but similar reconnect one at a time and do give a few hours between each!

On your reply would be good if you did say what all the models of equipment you have, takes all the guessing away!

 

5Pandas
Investigator
Investigator
In response to XRaySpeX

‎22-08-2025 06:55 PM

The following information may help,,

 

We are now on our third-Smart Hub, the other two having been re-called to EE.

So now we have just the one Smart Hub plus two-extenders which, after the installation of the latest Smart Hub, appear not to work anymore.

 

Here are the technical details:

 

From contract Documents – ‘Service’

..‘Fibre 67 Full Works 24M’.

..‘Smart Hub Plus’, Type SH31B, Model No F5934CPEE.

..’WiFi 6 Technology’.

Estimated download speed between 66Mbps to 73Mbps.

Estimated upload speed between 16Mbps to18Mbps.

Sped Guarantee 59Mbps

 

Extenders

2 x Smart Extender, Type WiFi SW30A

Product MAC number

BCF87E9B969D

3CF083798712

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