Smart Hub 7 Plus now shows as Smart Hub 7 Pro in the App

[ILW53]

Hello

I had EE installation of FTTP a week ago.  The Smart Hub 7 Plus (SH35A)  was installed and worked well - the router showed as Smart Hub 7 Plus in the app.  It communicated seemlessly with my 7 Plus extender and every device in the house.  I could run speed checks.

Today the app identifies the router as Smart Hub 7 Pro in the app (I haven't changed my router).  It seems to have stopped communicating with my Wifi Extender 7 Plus.  Also I can't get to run a speed check.

This morning (at around 03:25am) the Lightwave hub attached to the Wifi extender logged that it had lost contact with the main hub.

Is any aware of an issue that could have caused this?

Thanks,

Ian.

[JimM11]

@ILW53 Did you look or see if the FW was updated to the EE Hub, the app was 5 days ago now. So who knows what is happening at all now, What is a ""Lightwave hub""? Latest FW is below for the 7Plus only.

FW: r5.21.1-R-2045935-PROD-84001 and the gui is at App Version 3.17.5 15/10/2026

and the EE info pinned post.

EE Hub firmware versions - The EE Community

[XRaySpeX]

@JimM11 : A controller for a smart home system devices of the same ilk. I'm sure I've heard you speak of similar of a diff ilk.

[JimM11]

@XRaySpeX Thanks.

[ILW53]

Thanks for responding JimM11.

For info LightwaveRF is a system to mostly control lighting for convenience and security purposes - it's hub is connected to the LAN port on a WiFi extender.  It has been working fine up to today.

All other things (not connected to the extender)  are working even though the hub seems to have renamed itself.

I don't know if the FW was updated - I can't/don't know how to check this.

I've just checked  the broadband from the app and it says "We've found a problem with our network - Smart hub poor connection:

I've done the power cycle check and no change.  The App now says "We'll give your connection 24-hours to even out" If there are still problems after 24 hours the app has asked me to phone in.

[JimM11]

@ILW53 The app shows you currently what the device FW is at, suspect you were updated and it's all hanging by a thread currently.

Power cycle again but leave the hub off for at least 5 minutes, and the smart wireless extender also at the same time....

The hub cannot have renamed itself, if it did ALL you wireless wifi connections would not function or work in the slightest.

Your hub can be named same as the previous and that saves a whole load off re-connecting devices which by default happens right at the point you are first setting it all up.

[ILW53]

I've found the  FW version - it is up to date for the Smart Hub 7 Plus info that you gave me earlier - thanks.

I powered both devices off for 15 mins and no change.  The Smart Hub still comes up as Smart Hub 7 Pro on the app and it doesn't connect to the extender - but works the other  devices in the house.

A Broadband check via the app is still showing poor connection problems, so I'll give it 24 hours and call EE if we're still having problems.

Thanks for your help.

[JimM11]

@ILW53 Take a look link below and follow that from profile closed, you are wasting your time waiting 24hours, you look to be FW updated over the last day's and now it is belly up. You also have a new app if google / ios updated. Android version is below. ""Version 5.95.1     Updated on   15 Oct 2026""

Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro - Page 3 - The EE Community

[Schockwave · Accepted solution]

@ILW53 , you can text GUIDE to 66033 and when someone is available they will contact you.

[JimM11]

@ILW53 Looks like a quick Version change to the Android version off the EE App has been done, may be worth you checking that out now. From another post earlier today.

Looks like it will also find the other from a few days ago and link below it. Google app store UK.

Version 5.96.0    Updated on  15 Oct 2026

Version 5.95.1     Updated on   15 Oct 2026