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?

[James3999]

Admit to it because it’s customer services, they should be in the know.  Also don’t dismiss customers when they explain the problem and are tech savi to the point they know how to eliminate their own devices and isolate the problem to a router update. When you can the technical help desk for assistance you would expect them to be aware of the problem. 

[JimM11]

@James3999 Mistakes get made by the FW writers, and sometimes those can cause unexpected issues/errors to happen, it has now been two weeks since the FW push to both the 7Pro and the 6Plus versions, i have always found it best to be very conservative when talking to the Front Line support, though you may have the ability to do as you say not many do and it just becomes why is my wifi/internet connection behaving so bad.

EE have now spotted the trend, have informed whoever needs to know and to start looking at the potential why, they may have even cancelled the update program as it takes time to push FW out to many millions off user hubs.... With the number off post's on the Forum and there are not too many as such it does not appear to be that serious as yet, many user's may only have a couple off devices and possibly not even be having a single issue.

[rencar12]

New update today:

Status update - 11th June 12:00

Our engineers have identified the cause of the problem and are now in the early stages of rolling out a fix to affected Smart Hubs.

[JimM11]

@rencar12 Back to square 1 again, someone needs to do some checking operational wise on both the 7Pro and the 6Plus hubs, it's never known as not published what the FW update list is fixes wise so can be a very moving target.

@Cliff_G so you have the heads up...

Edit:- added EE Reference page.

Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi | Broadband Help | EE

[addedomaros]

I had absolutely no problems with the hub for 6 months after installing ..................... until a month ago! The SKY access was the first to keep dropping out then followed by RING doorbell (really important). Only current option is to restart the router every morning! After complaining to EE about the problem, it suddenly worked fine for whole of last week then same problem started again this week. I don't have an extender as was never needed &, to be honest, I'm not exactly tech savvy anyway!!

Just hoping, whatever fix they've tried to implement, is put on hold or removed.

[JimM11]

@addedomaros That is the problem, EE will rollout and update, the two being the 7Pro and the 6Plus EE Hubs, that may/will take a little time to get done, After this you can only see what happens, hopefully you go back to no issues like before.

[rencar12]

Just logged on to our router from work (using the EE app). It is now showing the following firmware version:

r4.26.3-R-1923144-PROD-83002

So it already appears, given this is different version from when we first posted here about our issues, that our Smarthub 6+ may already have received a remote firmware upgrade.

We will see if the problematic wifi devices remain connected.

[JimM11]

@rencar12 Post or say if you GUI has changed they go hand in hand also.

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version x.xx.x 12/06/2026 OP Posted

[rencar12]

Sure.

Don't think we can see the GUI app version using the iPhone EE App when away from home.

Will post back when we're back and go into the Smarthub 6+ via the IP address to check.

Thanks

[JimM11]

@rencar12 Ok thanks, if someone else see's it and post's will update asap. Good luck with it all.🤞