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.

[AG-Bell]

Thanks Jim and Xray, you are probably right about the DV port on the PN Smart Hub2, although it seems odd BT/PN would go to the expense of having 2 production runs of virtually identical routers?

Anyway it’s still playing up and EE are sending out another engineer on Friday when I will be there. If he has a spare Smarthub 2 I may try to persuade him(or her) to set it up for us to try for a few days.

I’m more convinced the main fault is losing internet connectivity to webpages ( despite the BB staying in sync to the router) and while that is occurring it’s also stopping you reconnecting to WiFi if you have come off it in an attempt to reset the connection.
However from past experience I know this type of fault does not show up in any logs so the help desk staff can’t see its lost webpage connection they just see the circuit has been n sync for X hours or days.

[JimM11]

@AG-Bell Do not put any hope in an Engineer carrying a spare hub to give to you, is it an EE Engineer visit you are getting?

Best they can do is report what they see back and try to arrange getting what is needed to you. You can look at the logs yourself when the condition occurs, just https://192.168.1.254 to the hub and go to advanced / logs section. There is zero doubt about the ATA port, if not would have told you to throw the old PN on, change the user credentials on the Hub away from PN and use it.

All the symptoms you describe may be down to the Main WiFi, would fire up the Compatible network on WPA2-Personal and connect to that wireless wifi and see if the device with the issue holds better.

You jumped on a posting that was all about the latest FW update that EE pushed out to the hub with some oops in it that affected some others more than normal, at this point was getting way hard to recommend what was the best plan off action, this is all over with now until the next time it happens.