Unstable network with extenders

[Luckybob28]

Alex, I've read the post above. I've looked for similar posts but this one seemed closest to our issue. We have the Smart Hub Pro 7 set up. 3 Extenders and a Hybrid Connect. We have for a month or so  now tried to get stability with the system since replacing a faulty hub.. 

There appears to be issues around stability - it runs the latest firmware as do all the extenders. The signal constantly drops - the extenders are in the correct places as governed by the engineers that have been out previously. The technical team looked at the previous Smart Hub Pro 7 we had, done some work in the background around firmware and settings? and all worked perfectly.

Since replacing the hub we can't get back to stability. Trying to escalate and get to a level two team member is impossible as we get screened out by guides - just being told to change the channel. None of the extenders pick devices up like they should. We don' t get coverage around the footprint of the house and garden as we did and stability/signal is terrible.

I can be stood a couple of feet from an extender and no wifi signal even displayed even though showing in the hub manager as being connected .

The hybrid connects struggle to connect - constantly flashing cyan.

Is there anyway of escalating the problem to a level 2 team member. who when we spoke were great and wanted to sort these types of problems!  

[Mod edit - title added]

[XRaySpeX]

@Luckybob28 : You could make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[JimM11]

@Luckybob28 The reference link EE Hub firmware versions - The EE Community gives you all that EE has done with the Firmware version: r5.18.1 so best to sit back and see what is applying specifically to what you have and your actual configuration, no Idea why you had to get a replacement Hub only you know that reason. Your previous post's that you have added onto does not help very much. Start with the Hub only and all the extenders off, give it a couple day's inbetween operation and then bring each extender on one at a time also with a few day's to see what happens.

[Luckybob28]

Hi,

We had a replacement hub because the 2.4Ghz part of the router failed. Apparently a common problem with Smart Hub Pro's according to the tech guy I spoke with on the line. 

I've tried just the hub only. Barely gets to the kitchen let alone the any of the bedrooms. I've tried  1 extender, 2 extenders a whole combination. But there is only so much time you can put into these things. Especially when you speak with a guide and they say - what we need here is a factory reset - done that too - several times and seen ages trying to pair everything back up.

Then there's the issue of the hybrid connect which is very temperamental at connecting.

I think I'll likely go down the route of a complaint as I know it can be sorted - it just takes a little interaction with a L2 tech - who appear to get filtered out by the processes of a call.

[JimM11]

@Luckybob28 Cannot attest to how good any off the EE Equipment is or what the failure rate for a particular unit is like, but you do seem to have had a whole load off problems since moving to the Pro + 3 Extenders and Backup unit all thrown in the mix. The whole point off the exercise is to establish what is causing your issue, yes if the Hub does not give you the distance for wifi that you need then the Smart Wireless mesh units will/are required. 

Mesh is just not easy to do, takes a little time and patience to get it all sorted out no matter WHO the manufacturer is, sometimes you just have to bite the bullet turn them off and work away at it logically. Your other choice and all depends on DV Landline phone if using or not is to go another way. Think from trying to work out what you had then you may have been BT Smart Hub 2 with Complete wifi and hybrid backup before all off this latest WiFi 7 Pro and Extenders.

It really takes an EE Guide with knowledge of what needs to be done standing in front off it all then working away at one part at a time. If you have that in your package then a body sent would be the way to go.

[JimM11]

@Luckybob28 If you need to look see how then linked below, all your phone picture is doing shows that smart wireless is just not transmitting any wireless wifi at all or your IOS is not setup to auto connect to the device, looks like it may be on an Orange light but hard to say that.

Re: Smart Hub 7 Pro 5 GHz failure reproduced on two hubs - channel/firmware issu... - The EE Communi...

EE WiFi Extender 7 Pro | Device Help

Fix a Problem with WiFi Extender | Broadband Help | EE

Although this link below is from a BT Complete wifi disk, the same is needed from your EE Smart wireless to see at least what is possibly going on wifi wise. Wireless connected device operating in the 5Ghz band backhaul and about 30' away from the BT Hub one floor below in a separate apartment so ceiling, floor and laminate wood floor to get through for them both to reach each other wireless wise..... The Pro operates in the 6Ghz band so MAY be way shorter distance wise....

Re: Devices connect to WiFi but is assigned no IP address - The EE Community