Smart Wifi Plus causing device drop outs

[JPC68]

Hi

I have just switched from BT Broadband to EE. They replaced both the main box and my BT booster disc - the latter with a Smart Wifi Plus. However if I turn that on it causes random drop offs of devices upstairs (where the Smart plus box is).

If I unplug the Smart Plus everything connects ok (although slower than when I had my BT booster.

Is there some system setting changes I can make or do I need a new piece of kit? 

Thanks in advance

[JimM11]

@JPC68 Have you tried moving the position of the Smart wireless extender device?

[JPC68]

Thanks for the reply - yes I have - unfortunately the issue only stops when I unplug it!

[JimM11]

@JPC68 Are you a mobile only person or have a pc/laptop connected to router or extender?

[JPC68]

Ipad, iphone, windows PC and laptop connected

[JimM11]

@JPC68 From the laptop or the pc then http://192.168.1.254 will open up the web interface, the latest FW is posted below, you need to look at the Status screen to see what the router is on, and the Advanced Wireless to see what the Smart wireless extenders are at. Ideally FW for both matches.

FW: r2.68.18-R-1303195-PROD-83002 and the gui is at App version 2.36.4. 11/02/2025

If you find that the extender is not where it should be, the advice seems to be, connect it to the router by the supplied Ethernet cable and leave it until it get's it's download. Same goes if the Router has not updated, just be patient, EE will push it when they can.!

[Maldwyn8]

I am experiencing a similar problem; the router functions correctly, but after plugging in the extender, it operates for approximately ten minutes before disconnecting, even though I remain connected and the lights indicate a good signal. Interestingly, I can still perform a speed test, which yields satisfactory results, yet I am unable to download content or watch YouTube videos.

[JimM11]

@Maldwyn8 Is this connected to the main Router or connected to the smart wireless device!

[Maldwyn8]

I figured out my issue last night, and I don’t think it’s the same as yours.
It actually wasn’t the extender causing the problem — even though adding it seemed to make the connection cut out quicker.

Turns out, the issue was due to EE’s parental controls. The default setting for ungrouped devices was set to Strict. When I restarted the router, I’d get about a 5–10 minute window where everything worked fine before the Strict setting kicked in and started blocking access.

That short delay made it seem like things were working, then cutting out — but really it was just parental control taking effect. Sorry if this gave you hope someone else has a similar issue.

Cheers maldwyn.

[JimM11]

@Maldwyn8 Thanks for posting back and updating as you have done!👍