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 Are you talking about the mobile phone or the ring doorbell?

[Pervs2]

I have issues with both connecting!  I can’t connect my ring doorbell until my phone is connected so it’s on the same WiFi. 

I spoke to EE. again and they are now sending me a BT Smart Hub 2 to try as the lady I spoke to said she has this and has no issues with her devices connecting. 

in the meantime she changed the security on my WiFi hub 6 to WPA2 for the main network as she had the ability to do this. 

let’s see if this makes any changes 

[JimM11]

@Pervs2 Now that is the strangest reply ever from an OP, the ability to set your Hub back to pure WPA2-Personal, you will never ever need the Compatible network again, but way to go if they can do it.

BT Smarthub2 is just a little step back as it's only a wifi5 device, and depending on what you have from EE speed on wifi will be little lower, and hopefully you have NO Extenders from EE.

[Pervs2]

I know!! I said the same! There is no option to select WPA2 from the hub myself. But they were able to do it and when I log into the hub it’s showing as WPA2 personal. 

let’s see if this makes any difference to my devices but I can say my doorbell had reconnected by itself and I was able to connect my phone once changed. Let’s see if it remains connected. 🙏🏻🙏🏻🙏🏻

I was told the BT hub is a step back but for me having a hub that doesn’t disconnect my devices all the time is the most important. 

I can at least try it out when it arrives and see how my devices work. If it doesn’t disconnect then I know the hub is the issue. 

I don’t have to send my old one back either so I’ll keep hold of it 

[JimM11]

@Pervs2 It's the perfect end to the EE Smart Hub 6+ you have, and you are correct time will tell, it's exactly how i had mine setup from day one using WPA2-Personal on the Main WiFi, then they FW updated Late Feb2025 introduced the Comp and all the other sugar at the same time, went downhill real rapid at this point, and then seeing later WPA3-T was the only option on the Main, so you just have to rely that the older devices all play nice.... Mine did not so booted the EE Smart Hub 6+ into touch along with EE at that point in time.

Have got everything crossed and touched as much wood as possible it all holds out for you now. And you also get the BT Smarthub2 version as a backup should you EVER need it, but don't throw it on the connection until you see how it all goes.

Anything strange just think FW or App updates, the bane off ones life. 

[Pervs2]

Fingers crossed, but just got home from the park and my daughter’s iPad won’t connect to the main mini at all. Still the same issues!! 😪😪

it makes no sense at all. I might switch it off and do a reset to see if it makes a difference after the changes made on it earlier. 

[Pervs2]

Hey, Jim here’s another update. I got home with devices not connecting. I decided to switch off router and power back on to reset it. Just in case changes made earlier required this. 

after I did this nothing would connect at all!! No ring devices, no iPads or phones!!! This went on for a while and my son’s Samsung phone was saying that network was blocked and wpa3 was required!! 
all netgear extenders failed to connect too! This went on for a while. 

I had to log into router to change it back to WPA3 personal / transition. Eventually devices started to reconnect but half my ring devices have still not connected!!! Aarrrggghhhhhhh

I have wasted so many hours of my life on tryi g to solve this 

I’m wondering if I’m unlucky and have received a new faulty router!? Makes no sense why are all these issues are happening to me esp if the firmware fixed all of this!??

the BT hub will be the real test but will I be able to manage my BT hub in my EE app in the same way I can my smart 6+? 

Will I be worse off if it’s a downgrade to the ee smart hub? If it does work are there any other EE hubs they can provide that does not have these issues!? What is the downgrade on the BT hub? Which devices require 6 to work? 

[JimM11]

@Pervs2 Yes with the latest FW that gets stuck onto the BT Smarthub2, the EE app is able to manage it all, some restrictions as they are just not a like for like product.... Personally give that stupid hub the Factory Reset and once it reboots to the Aqua give it a couple minutes on, then switch it off for 5 mins... While it is off get everything in place to go attack it all, SSID, Password WiFi/Admin Check the Comp set it up but do not switch it on, and finally see the WPA2-Personal is available on the EE Main wifi, you just cannot make this all up, and do yourself a favour switch the Netgear's off until the WiFi on the Hub is all settled...

Your son does he have a WPA3 type phone, that's a forget the network for him and then reconnect back again, WPA3 Devices HATE big time changes that are not expected once they have been on a connection.

[JimM11]

@Pervs2 Little separate note, my Asus AP's very much like your Netgear RE's just threw there hands up in the Air when EE FW updated for me, it took me a good part off the day to figure it all out, and i have been doing it all for 45+ years. Needless to say they are all working as before but the EE Smart Hub 6 + is gone forever.

[Pervs2]

Just to understand, Are you telling me to factory reset the EE smart hub again? And set it all up again? 

this was only done yesterday by the home tech guy and it had made no difference at all. He was useless and did not help at all. 

do you think I will have these issues on the BT hub they have sent me? Is the signal on the BT hub good enough? Hopefully this connection problem and ‘password incorrect’ issue will stop with the BT hub? 

also, are you saying I should turn off my NetGear’s extenders whilst I set this up? Can these cause issues? A couple of my ring devices use these extenders as they get a better signal this way. 

I also have a ring chime which acts as an extender too.