Router stabilitiy issue

[Kalowski]

I am experiencing a recurring fault with my EE Smart Hub -what I believe is a router stability issue, not a Wi-Fi or device problem.

Router details
Product code: SH31B

Description of the fault
Over several nights the broadband connection drops repeatedly overnight. Multiple devices (including a laptop and Ring devices) lose internet access. The router remains powered with normal LEDs and continues broadcasting Wi-Fi, but it stops routing traffic correctly.

The issue does not recover by itself. Internet access is only restored after a full power-cycle of the router.

How do I get a replacement router?

[XRaySpeX]

You might not need 1; just wait for a firmware update or even take a workaround.

At what f/ware level is your router? If it is at is r4.26.1-R-1860948-PROD-83002 then follow Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

[Kalowski]

I do have that firmware - funnily enough I forced the 2.4GHz channel last week. But are you seriously telling me that is I change to Compatible WiFi that " devices connected via wireless you may lose access to the Hub Manager pages and you will need to reconnect each device using the instructions provided with your devices."

Every device?

[XRaySpeX]

Well, you'd need to connect to the newly created Compatible WiFi SSID just like connecting to any new SSID. I wouldn't do every device but only the older or weaker devices that don't do 5 GHz and WPA3, like doorbells & cameras.

[JimM11]

@Kalowski So did the fixed channel you set, not correct the issue that you have?

And yes, it's a different ssid so devices may require you to connect and setup by the method that each device requires. That may be a simple operation or not so, all depends on the device in question.  

[Kalowski]

No. I'd done it to try and help with the ongoing issues with BBC Sounds and Google Home, but this is so has been slowly bubbling. I would describe it as if the router is slowly running out of steam. It just gives up if a device is not in the same room.

[JimM11]

@Kalowski You may just be running out off steam with the 2.4Ghz distance the signal has, is there any smart wireless extenders in use on your system.... Two issues one is the FW update, the other is the lack or stability device wise, that is why comp network is introduced, some devices just DO NOT like the Wpa3-T (Transition) securities and DO NOT play nice when set to it, stability and drop off are very common side effect's....

If you really want a replacement router then you first have to call EE CS, report your fault, let them look at it if required and see what the customer service CS agent say's after that point. They can and more than likely will run a diagnostic from the EE end, if you need that to happen then text HELP to 66033 but best between 8am to 8pm so they can call you if anything is spotted..... First reported date that the FW was done, could have been earlier who knows.

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