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Smart Hub Pro 6GHz keeps disconnecting

Traynor78
Established Contributor
Established Contributor

‎28-10-2025 01:13 PM

Hi All,

I'm experiencing an issue with my EE Smart Hub Pro wifi, which I've upgraded to on my existing 900Mbps plan.

I've switched off the 2.4GHz channel on the main Wifi SSID and activated the compatible Wifi and linked this to legacy devices that can only connect to that channel. Out of the box, the Hub uses a different Network name for the 6GHz channel, which I can connect my compatible MacBook Air/ iPhone/ Smart TV to; however the 6GHz channel/ Network name 'disappears' after a few hours and these devices revert to the 5GHz connection.

Just curious as to what could be causing the 6GHz network to keep dropping out?

I've screenshot my Hub Manager Tech settings below... grateful if anyone has any ideas????

Traynor78_1-1761657196395.png

 

Traynor78_2-1761657216683.png

 

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4 REPLIES 4
bobpullen
Star Contributor
Star Contributor

‎28-10-2025 04:21 PM - edited ‎28-10-2025 04:24 PM

Something's gone wrong here! 😕

@Traynor78 wrote:

Out of the box, the Hub uses a different Network name for the 6GHz channel...

No it doesn't. Out of the box, all three bands on the Main WiFi network have the same SSID/Network name.

Looking at your screenshot, it seems that 2.4GHz and 5GHz have an SSID that starts 'BT-', whilst the 6GHz SSID starts 'EE-' How was this achieved? Did you manually change the Wi-Fi network name via the Hub Manager, or did you follow a journey in the EE App (Transfer Devices?) when you first set things up?

Whatever the weather, your hub is in a 'bad' state. It shouldn't be possible to seperate the bands on the Main WiFi, yet you somehow seem to have achieved that. 

I'd suggest factory resetting the hub by inserting something into the reset pinhole at the rear until the status light goes green.

Other thing to bear in mind is that because 6GHz is higher frequency, it does not travel as far as 2.4GHz/5GHz and will struggle to pass through walls etc. If you live in a moderately sized house then I would fully expect there to be areas where you can achieve a 5GHz signal but not necessarily 6GHz.

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Traynor78
Established Contributor
Established Contributor
In response to bobpullen

‎28-10-2025 04:57 PM

Thanks: Yes the SSID for 2.4GHz and 5GHz were changed via the EE App following the compatibility process in order to minimise the reconnecting each WiFi device.

What I meant by out of the box is that the 6GHz SSID is the one the device came with, out of the box.... I'm wondering now if the EE App is the root cause, as it has identified the router as the previous Smart Hub Plus type and hasn't updated at any point to reflect it's a 'Pro'. I'll give the factory reset a try.

The 6GHz works fine when it's available as the router is in the same  downstairs room in my flat: However I have noticed that the 2.4GHz/ 5GHz ranges seem much more inferior than via my previous Smart Hub Plus.. devices upstairs have a poorer reception, although I expect this is why the WiFi Plus extender comes included (I have set this up yet) - although my assumption was this was mainly to extend the 6GHz frequency as you point out, as opposed to the others as well.

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bobpullen
Star Contributor
Star Contributor
In response to Traynor78

‎28-10-2025 05:04 PM - edited ‎28-10-2025 05:08 PM

@Traynor78 wrote:

I'm wondering now if the EE App is the root cause, as it has identified the router as the previous Smart Hub Plus type and hasn't updated at any point to reflect it's a 'Pro'.

This is defnitely where my money is at! There are two journeys in the app. A 'Transfer Devices' journey and a 'Backup' journey. Both do a very similar thing though and look to rename your WiFi network name/password to what was used by your previous hub. It's confusing but the idea is that you then don't need to run around changing the Wi-Fi details on all of your devices.

I'd wager that there's some logic that only tries setting the network name for the bands that your hub supports. As your app seems to think you have a Smart Hub Plus, I bet it's only setting the 2.4GHz and 5GHz SSID and completely ignoring the 6GHz. If you use the app again, then I'd suggest skipping the Transfer/Backup bits. You can then use the Hub Manager to manually change the Main SSID name/password if you still need to.

Traynor78
Established Contributor
Established Contributor
In response to bobpullen

‎28-10-2025 05:14 PM

Thanks - that makes sense, especially as the App now only loads the "Manage WiFi Controls" page when I'm connected to the original hub EExxxx ID.

Once the 6GHz frequency drops and my iPhone reverts to the 5Ghz BTxxx ID, this part of the app fails to load/ connect.

All a bit of a bewildering experience 😒 

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