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.

[Pervs2]

Ahhh I see. 

I’ll post in a few days to let you know how I’m getting on with the BT HUB but I suspect all my issues will be fixed. 

[JimM11]

@Pervs2 Have sent you a PM.

[Cliff_G]

@Pervs2   sorry, a bit late to respond.

You mention "devices keep disconnecting due to a glitch called a handshake loop".

Do you have a Windows machine suffering this?  If so, can you take a look at the event logs?   Look at my post at https://community.ee.co.uk/t5/Broadband-Landline/Everyone-please-check-your-logs-for-devices-frequen...  dated 9/7/26, 3:37 pm and you should be able to see how to drill down in the Windows logs. 

I don't know if the handshake loop is the same.  I was getting repeated errors 11004/11010/11005 which are respectively Wireless security stopped, Wireless security started, Wireless security succeeded, then a 6 second gap to another 11004 "Wireless security stopped". The started/succeeded is correct behaviour, it's the Stopped which is the issue.  This is a re-authentication issue, not a loss of the signal, and does probably explain why when I bought a wi-fi USB dongle it also suffered the same regular re-connection. This is on a Windows 10 HP laptop.

Anyway, I'd be interested to see if you're getting any of this, and either same or different error codes.  I've not taken this up with EE yet, but will do when I get a clear day.

[Residentsteven]

Just wanted to add that I thought something was wrong since May my fibre BB with EE that I even upgraded recently is now mostly at 925 download and 110 upload. But it’s my ps5 & Xbox series X that are struggling to download games like a 80gb game which before on my old internet would probably take about 6 hours on my copper BB is now struggling and saying 6 hours on my fibre bb before maybe may it would take maybe 20 minutes 🤯. Surely if this is a fw issue and ee are aware then why have they not emailed anyone and informed everyone. Does anyone know when the update will be I’m also using WiFi I can’t use Ethernet because my devices won’t reach the router but are in the same room literally just metres from each other.

Thanks 

[bobpullen]

@Residentsteven - Sounds like a completely different problem to the one being discussed in this thread. Perhaps start a new thread or take a look at some of the others concerning slow PS5 download speeds e.g. here.

To save you some effort, the advice is to: -

1. Factory reset the router, and if that doesn't work...
2. Try disabling IPv6 in the router settings then power everything off/back on (including the consoles)

[Residentsteven]

Sounds complicated how do I do that 🤯 I can’t see anything on the ee app about changing this I can’t even find the web thing either the one with all the numbers.

[Residentsteven]

I think reset it ee won’t let me load the website for about 5 attempts then it said it reset but it’s still not working the way it did I’m so confused now 🤷🏻‍♂️. I clicked on a 42 gb game to test it and it said over 30 hours to download it 😂 seriously my old internet would take that long 🤦🏻‍♂️. My download speed is 920 mbs and upload is 110 mbs it’s so bizarre that both my Xbox and ps5 suddenly are so bad at downloading anything for suddenly no reason. Is there an easier way to change the settings 🤔 thanks.

[AG-Bell]

Any update to this problem?

We were forced to change to EE from Plusnet mid July just to keep a landline phone, and seem to have landed in the middle of a right s**t storm!

The Plusnet Smarthub 2 setup had been rock solid for years, now the the EE Smarthub 6+ is constantly playing up. As people have said you lose internet connection and if you come off the WiFi and attempt to reconnect it either won’t allow you to reconnect or keeps asking for a password. Have also found that wired tv etc lose internet  connectivity. The digital voice line also goes off at the same time. Originally I had set the new EE hub WiFi name and password to match the original Plusnet hub to save changing all the equipment in the house, but then changed it back to the default on the EE hub in case that had caused a problem.

Rang EE customer service a few times they said everything looked fine and circuit had no drop outs which was no surprise as light stays Aqua the whole time, they also said WiFi to the ADT communicator showed it had been connected for a couple of days, but I suspect it had still lost it internet connectivity. EE sent a new hub but having set it all up still get same problems.They also sent an engineer out, he just said WiFi was weak in rear bedroom and to get an extender, which we did, but it’s made no difference to the main dropout problems.

I did reconfigure the old Plusnet SmartHub 2 to work on the EE broadband, it seemed more stable but had to take it off again as I could not get the Digital Voice line to work on it, despite it having the green telephone socket, does anyone know how I can get than to work on EE?

Spoke to tech support guy yesterday he defaulted to factory settings and I believe set the 2.4ghz WiFi to a manual channel. Had 1 slight dropout but seems to have been more stable. I said I would not touch anything for 48 hrs when he will ring back.

Also of note, we live next to a pub garden which gets packed out Fri and Sat nights. The fault seemed be happening constantly then, so wondered if people latching onto the EE Public WiFi  makes the problem even worse?

[JimM11]

@AG-Bell You could go pick up a used 2nd hand BT Smart Hub 2 version, your PN Hub does not and will never have an active ATA port on it, disabled PN wise, when you have the BT Hub, go and disable your public EE WiFi connection and it should disappear also from that BT 2 hub. See the linked posting.

Solved: Opt Out EE Public WiFi - The EE Community

[XRaySpeX]

@AG-Bell : I believe the green Phone socket on the PN SH 2 is a dummy as PN never had any intention of implementing DV.