Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

[jonmorris]

In the last few days my otherwise 100% reliable Smart Hub Pro and extender stopped working properly - which I noticed as a number of 2.4GHz only IoT devices on the compatible network SSID stopped working. I noticed the 2.4GHz channel wasn't showing up on a network scan, or using a Wi-Fi analyser app, but there was a hidden SSID with the right MAC address and channel number.

I played around a bit to try and fix things on the web interface, and noticed the 2.4GHz channel for the main network was missing too. Then I realised the mesh node/extender was not connected - and this is when I noticed the 6GHz channel was gone.

Figuring some corruption with the settings as nothing was working as shown on screen, I did a factory reset, but this didn't fix the issue either. The default EE SSIDs on 2.4GHz were also hidden, and I can't even connect manually to them.

My temporary solution is an older Wi-Fi 6 router plugged in which is set as a 2.4GHz AP to service the various devices (smartplus, battery inverter, car charger) and works, but has limited coverage. I do have a mesh node for that but really don't want to be running two simultaneous networks.

The 6GHz channel has returned after toggling it off and on, but the extender still won't connect.

I have to conclude something has gone wrong with the router. Not sure though if it's a hardware issue or firmware. The firmware is r3.8.24-R-1531355-PROD-1 and it doesn't show when updated (just says N/A). Does this mean it's never had an update? I can't see any way to search for an update or force one.

I fear that trying to get this fixed is going to be a PITA because I'm going to be asked to jump through so many hoops to try and fix it, but I have tried everything. I've changed the 2.4GHz frequencies, toggled the compatible network on and off, changed SSIDs and back to try and see if anything overwrites any corrupted settings - but I'm convinced it isn't something I can fix myself unless anyone here knows better?

[JimM11]

@rhialto The FW you have on the SH32B has never been posted so there may have been an update pushed, you are the first to post, can you also do the last part from above the ""gui is at App version 3.1.3"" the two go hand in hand so to speak...

At least you have managed to take it off Auto channel and move it to fixed and selected were you wish it to be. The true SH32B EE Hub has no DSL connection for FTTC and is the FF Full Fibre only wan for connection on Internet, can be seen if you look on the back off the EE Hub, the DSL RJ11 port is gone.

[rhialto]

Here is what I see on the web interface:
App version: 3.14.5
Firmware version: r4.26.1-R-1860948-PROD-83002

Today (Tuesday 26-May), all devices are online. Hopefully it will stay this way.
Thanks for your help Jim!

[Jimbi]

Just dropped a comment to say I'm also having the same issue; no issues prior to last week with any smart devices/booster. I toggle the 5Ghz off and on and can get some functionality back to my switches, bulbs and doorbell but it seems that overnight, the issue comes back. I will try using the compatible WiFi if the issue persists, but the fact that I'm not the only one having this issue suggests it's not the devices as someone else has mentioned 

[JimM11]

@Jimbi What is it that you have, the posting started off with a Pro user problem jumped to a 6 Plus FW update and potential problems with that and yes another posting has overnight issues not holding wifi connection's on his plus unit with the new FW update as SUSPECTED but yet to be proved.... It happens with some FW updates that issues get sorted, but then other's appear out off the woodwork which can be misleading...

[James3999]

Mine has done exactly the same , lost all connections to my smart plugs and have to reboot my ring cctv every day. Also it won’t let me log into my router to check settings. What can I do 

[JimM11]

@James3999 Start by giving the hub a power off for five minutes, how are you trying to logon to the Hub? Are you using the web manager and previously changed anything to the hub etc... http://192.168.1.254 to try if you need.

[rencar12]

We’ve had a very similar issue with our WiFi connected Myenergi Zappi EV car charger and also a WiFi connected Brother laser printer.

Both devices have been working absolutely fine for months and then in the last week or so, both devices keep going offline. The only way of getting them back online is to just restart the EE Smarthub 6+. They then come back working ok but again after a few hours drop off and go offline.

We've tried all sorts including contacting EE.

We switched on the WiFi compatible network within the Smarthub and paired both of these devices (we think neither of which device supports WPA3) to the newly created COMP WiFi network, which apparently supports WPA2. Both worked ok to start with and then again dropped out after a while.

We then turned off the 5Ghz band for the COMP WiFi (so both devices just used the 2.4Ghz side), but again that didn’t fix things - offline after a while.

Today we tried something new and at the moment both devices have remained online.

Drawing from suggestions here, we changed the channel for the 2.4ghz band on the COMP WiFi from Smart to channel 6. All day long at the moment both devices have stayed online.

We will continue monitoring the situation and report back.

Nothing has changed, but we highly suspect something has altered maybe remotely to our firmware on our Smarthub 6+, that has caused this problem.

For information our Smarthub 6+ is currently on firmware r4.26.1-R-1860948-PROD-83002

[rencar12]

Text received today from EE acknowledging an issue with wifi devices dropping connection with the Smarthub plus after a recent firmware. Their workaround, whilst they work on a fix is much the same as we’ve noted. At least it wasn’t just us!

[James3999]

Yea. Very strange we all found it, yet when I said to the EE help desk it’s a router problem and we must of updated their software or equipment I was told NO THEY DONT DO THAT maybe we should get the jobs as we all seem to know about it before EE and the problems it causes. Hopefully they will sort it   

[JimM11]

@James3999 Why admit to a problem when you don't need to, the help on the front line may just not be fully up to speed with it all yet, and it has started off slow, was a little difficult at the start to pin it down and NOT try to blame a FW update for causing some off the current issue's at all.... It's only been 10 day's or so and many must not be having a major issue with it all, if they are then EE calls may be getting a little swamped....