Smart Hub Pro 7 system

[Stondon_Mark]

Have recently been ‘upgraded’ by EE (not at my request) to the Smart Hub Pro 7 system.

I’m afraid the ‘use an Ethernet cable’ solution hasn’t worked for me - and wasted several hours of trying this-and-that and watching various colours flash or not-flash.

An engineer came out and said ‘never use’ the Ethernet connection to pair on the 7 system (although your colleagues on the helpline say start with it). The engineer did manage to get the devices to pair using WPS alone - but after three-or-four factory resets on all devices and only in the same room as the hub.

I was left to let the extenders to run through their software updates, which is what the engineer thought was the problem with the 7 system, and to move them into position later.

Once moved, they have remained paired but are dreadfully unstable - despite now being located in positions closer to the hub than my previous system.

To add further insult to injury, the new hub seems to struggle to pair with both extenders and my 4G backup device (which is a legacy device as EE haven’t upgraded this). The rare times I have aqua lights on all the extenders, the 4G resilience device is on orange and needs pairing.

You may not have identified a fault but there is something seriously wrong with the tech that’s being issued. It wasting customers’ time and patience, and has caused problems for my business. This isn’t helped by inconsistent advice from EE.

Please find our what’s going on.

[Mod edit: add title]

[Alex_H · Accepted solution]

Hi @Stondon_Mark,

Welcome to the EE Community

I am sorry to hear you have been having some ongoing issues getting your broadband and extender setup working properly.  If you are still experiencing issues please do get back in touch with our technical team so that they can continue to investigate the reported issues.

Alex

[JimM11]

@Stondon_Mark Have you followed the link and pinned post, Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro.

[XRaySpeX]

@JimM11 : Which link & pinned post is that? Do you mean Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro ?

[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!  

[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 .