To everyone having Wi-Fi dropouts & other problems - please **report**

[Cliff_G]

It is now pretty much confirmed that the recent (circa 25/5/26) firmware update on EE Smart Hub Plus (with Wifi 6) to version r4.26.1-R-1860948-PROD-83002 is causing a lot of problems around wi-fi dropouts, probably all on the 2.4 GHz frequency (and probably on both Main and Compatibility). The update was something to do with aligning BT and EE routers, no other details given.

Many people are suddenly getting random dropouts which were not there before, which temporarily stop after a reboot, particularly by powering down for at least 5 minutes.  I personally also found our phones could not even see both Main and Comp networks when the problem was occurring.  Almost universally, the fix is to go into the router Wi-Fi configuration page (Change Settings) and change the 2.4 GHz channel config from Auto to Fixed (many are using channel 6).

I have also seen a laptop reconnect every 6 seconds (to the 2.4 GHz Comp network) where I have tried all the usual - update Wifi adapter driver version, back off certain adapter sensitivity settings - and I even bought a new USB Wifi Dongle, which also would not connect stably. This laptop was absolutely fine before the update (as were the phones that were dropping off the wifi). We're now using that laptop on Ethernet-over-mains, somewhat less convenient but totally solid (and Amazon have refunded the Wifi Dongle 🙂  )

Today I had an excellent conversation with one of the EE Guides (using their callback system which imho is a pretty good way of getting hold of them) and he agreed I'd already done pretty much everything I or EE could do, and will escalate this.

He indicated that any sort of routine firmware update is unlikely very soon, but that they are aware of these wifi problems, and implied (or maybe I read into it) that an update can sometimes be rolled out to fix specific problems.

So I think the best thing to move this forward positively is for everyone to report the problem to EE. Text GUIDE to 66033 and they will call you back in usually less than an hour.  The more who report, the stronger the case.

Before doing this it may speed things up if you do a Factory Reset on your router (under Advanced Settings / System) and then reconfigure it the way you had it before (e.g. turn Comp on, etc.) then check the issue is still there.  We pretty much know this reset does not work, but the support team do have a sequence they need to go through and a Factory Reset is one of those steps, so doing this before will speed things up.

Thanks everyone - fingers crossed.

[JimM11]

@Pervs2 Yes, EE have made the change to how your Hub operates, they touched the hub in doing so, the Extenders and you chime off, just 10 mins to let the EE hub settle and get it's wifi up and working, it does not need to be fighting the wireless wifi transmissions from those devices at it's start up. Wireless wifi is a finely tuned device, and other devices either back off or channel adjust unless you do it for yourself, I have all my Asus same channels which is 11,36 and 100, and my Tp-Link's at 6 and 1 away from the Asus so as not to interfere in any way, The TP's control the Ring Doorbell and the Ring Camera's with mac filtering and fixed channels, wifi analyzed to see were it's all at. 

Take a look see, still the same to this day.

Re: 'Compatible Wifi' issues with new Smart Hub Pro and Smart Wifi Pro - The EE Community

[JimM11]

@Pervs2 As you say you also have Ring Camera or Cameras have added the capture to one off mine, did the indoor one and it is direct connected on an Asus AP working through the Ai Mesh wired backhaul for that node, you will see it when approved for general viewing.

Ring Camera signal strength but to an Asus AP.

[MartCAFC]

I’ve literally haha g all these problems now . My ring camera at rear of property just gone offline and our Amazon Alexa in kitchen which is near the camera the same . Just in our kitchen all the WiFi dropping out on phone on IPad , Ring camera and Alexa just started yesterday 24 July .

very frustrating 

[JimM11]

@MartCAFC Do a five minute power off with the EE Hub then see what happens when it get's back on. Are you also using any EE or Third party extenders at all?

Edit:- In addition if the recovery does not work, then if your mobile is able to send the text HELP to 66033 that will get EE to remote access your system and check what they see. A Guide should call you back for further discussion to what is going on.

[MartCAFC]

Have one EE extender in sons room upstairs 

[JimM11]

@MartCAFC What is the closest to your devices with the issue, the EE Hub or the EE Extender, you just cannot guarantee where the devices will be connected to or may have tried to jump unsuccessfully. 

[Pervs2]

Hi Jim,

currently my ring door bell is working and connected. Here is the strength of mine. (Photo should show when approved) My doorbell is right next to the router so I expect it to have a good signal. I have a ring chime pro upstairs and I use this to connect one of my cameras as it helps to boost its signal. 
I have several NetGear Extenders around the house as they help to boost signal upstairs and also out to garden. I have: 

NetGear Extender/Booster: EAX12, AC1200.

Strangely when my phone is unable to connect to the main WiFi due to connection / password issues it sometimes connects to my extenders and works! I don’t understand this since they connect to the main router themselves! 

My friend completed a test on WiFi analyser app standing next to my router. The 5G signal was strong and my network was at the top of those found. However my 2.4G was frequently lower down the list. His app picked up my neighbours signal as stronger and even some of my extenders were above my 2.4G. I thought perhaps this could be part of the issue? At one point it was 9th on the list for signal!!! Surely if standing next to it when running the app it should come out top! Not sure what would cause this? 

 

[JimM11]

@Pervs2 Yes it will if it's folding back because off a clash with another 2.4Ghz signal band, and look closely at your Ring Chime Pro as soon as you introduce it, the ring doorbell plus the ring camera's will favour that instead off the Hub connection that is the whole issue when using the Pro version off the chime. Will look at your picture when cleared RSSI is better down as a lower negative number, when i remove the TP-Link on mine it jumps up to -78 ish for the nearest Asus node, still works but the response is way different. As soon as i put the Tp-Link back in the power socket 99% off the time i just have to reboot the doorbell so it latches onto it.

When analyzing the EE Hub, you need to look real close at the ssid, the hidden ssid, the FREE wifi ssid, for all off them in your case both the Main and the Compatible since / or if using both, Netspot from ETWOK.inc is a good Android version, and the PC version is also not to bad windows wise, just always use the Free version off the software. IOS is a different ball game. Mine linked if you want to see, all the Sky ones are mine....

Re: Wifi issues - Page 3 - The EE Community

[JimM11]

@Pervs2 RSSI is good value for your Front Doorbell, -48dbm is acceptable so you should get a good response from it.

Below is that version you have hopefully it's not jumping on the 5Ghz back and forth.... Think that version is the same as my son's but Tp-Link is were i have his connected to and on the 2.4Ghz band only, it would not work direct to his Virgin Media 5x hub no matter what i did with the sucker.

Wifi Connectivity

802.11 a/b/g/n/ac @ 2.4 GHz and 5 GHz. Requires a minimum upload speed of 2 Mbps for optimal performance.

Should you need. Video Doorbell 4

[Pervs2]

ive never connected my doorbell to my ring pro chime as it’s too far from it. It’s plugged into my bedroom close to the front camera installed at the top of my house and it basically powers that camera. Nothing else. 

all my set ups worked absolutely fine until about 2 months ago. This is what doesn’t make any sense to me. I haven’t changed anything with my home set up. I’m very aware of RSSI and the need for a lower signal. Sometimes my ring doorbell is in its 30’s! I looked into all of this when I set my cameras up and added in the chime pro and NetGear extenders to help boost the signal and bring the RSSI down to all my devices. 

this inability to connect and ‘password incorrect’ issue had to be something related to the security more than anything else!