Useless pro products

[Username5025]

Just installed the smart hub pro few days ago. Paying extra but no difference. Also for day been trying to set up the WiFi pro extender and no joy. Absolutely dreadful waste of time company. I’ll be cancelling all my products. This topic is a warning. If you wanna take out the pro products don’t be conned. Absolute laughing stock of a company. I’m doing my best to spread the word on social media how bad they are. 

[bobpullen]

@Frank127 - in my experience the extender firmware tends to align with the hub firmware, so they should all be the same/similar. If any are on an older build, then I'd recommend ethernet connecting them overnight in the hope that they update.

In principal, once a unit is paired to the hub using an Ethernet cable, then it should reconnect on it's own accord once the cable is removed. The LED will flash for some time whilst it does this but should settle again within 5mins or so.

I think it's covered in support articles but if pairing the extender via the app fails, then the other two options you have are: -

• Connect an Ethernet cable between a hub LAN port and an extender LAN port, and wait for the LED on the extender to remain static aqua for a good 5-10 mins or so. Remove Ethernet cable and after a period of flashing, the LED should settle again. You should then be able to relocate extender where you need to within your property.
  
  Or...
  
  
• Press the WPS button on the hub (LED should flash blue). Then press the WPS button on the extender. LED on hub will stop flashign blue and after a short period of time, the extender LED should settle steady aqua.

[JimM11]

@Frank127 So you picture has now cleared, and it looks like 2 of the extenders are connected to the EE Router, as indicated with the word HUB below them, and the 3rd unit is connected to the Ext 1 extender, not sure but will assume that the app is the only method of giving the Smart Wireless devices meaning full names, and which one is connected by Ethernet cable, If you click on one of the extenders, does it not populate a table below for information. If you are doing all of this on a mobile device then not even sure what it will show you....

[Frank127]

It's baffling.

As said before, one Pro unit was connected via ethernet to the Hub, and the other 2 units then showed as both being connected, in different rooms. I disconnect the unit connected to the hub and shortly after, the other 2 units also disconnect.

Gave it a short while and repeated process once again;

Ext 1 - connected via ethernet to the hub.
Ext 2 - presently on same level and in direct line of sight of Ext 1, is showing as connected to Ext 1 (connection type 6GHz)
Ext 3 - upstairs in other room, is showing as connected to hub (connection type n/a)

All three are also now showing as paired and active devices on the app too.

My issue is, based on previous tests...it's almost certain that if I disconnect Ext 1 from the hub, the other 2 will also drop off. Am toying with resetting the 3 pros and reconnecting them, one at a time, via ethernet.

I don't really want to have a pro unit connected via ethernet to the hub all the time, but if it means the other two work as they are meant to....? (Is that even a good idea?)

EE did say that two new units were being sent as it was thought the ones originally sent may be faulty.

Images for info...

[JimM11]

@Frank127 Again will wait for the pics to clear, by far the best way to have Mesh extenders is by ethernet, this is the Backhaul method and it means that the connection back to the EE Router will always run at full speed down the wire, when they are not then you rely on the wireless backhaul method, and no MATTER what you do it relies on that keeping the connection up and good, the 6Ghz frequency although fast is not the best or most efficient method and placement of the units does become extremely important, you would have to closely look with a wi-fi analyzer on a mobile device to see what is going on. And for sure that the backhaul is even there on the devices, the choice is your's one device at a time would be the best method of connecting, once it is paired move to the position that you need, speed test from that connection to see what is going on and do not make the assumption that your testing device is not connecting back to the router because if it can then it will try to do so. The My Network will show you what and where devices are connected you just have to use the tools that you have available to you. It is not an easy way to work out what is going on.

It does sound like there is nothing wrong with the units that you have, just do the factory reset on each of the smart wireless devices before you start, and if you decide that you want it all wireless, then keep the unit's one at a time close by the EE Router and do the WPS method for BOTH, once it does it pairing, then unplug / move and just give it time to settle.

Straight off would query WHY the Ethernet connected device is only showing 1000mb/s i thought that all those devices had 2.5Gb/s nic ports, on both Router and smart wireless devices. but may just be the way that the web interface shows unless you have a switch in between.

[Mustrum]

@JimM11  you should be able to see the pics now.

[Futumch]

I know people are trying to help but no offence. Most on this forum use technology language that people don’t understand. The diagram makes no sense to Joe average. Talking about ghz? Who the hell understands that if you’re a normal customer. There’s too many geeks on here and not enough people explaining things in simple terms. To those who have I’ve tried their solutions and zero progress. I’m not cancelling with ee. Embarrassing disgusting service. 

[JimM11]

@Futumch And you are correct, ideal just get them all, place them where you want, cross your fingers and hope it all works out.

EE do offer a chargeable guide service, and that would be by far the best way to get someone out, have a look see and recommend what needs to be done.

[Matt_124]

@Futumch 

"Too many geeks on here and not enough people explaining things in simple terms"

I will remind you that this a community forum, the people on here are customers simply trying to help other customers out. These users do not have to offer any help whatsoever but do so with helpful intentions.

If someone does not understand the terms being used they can ask for a simplification and I'm sure the users you're referring to would be happy to share their knowledge in a simpler manner.

If you would prefer, call Customer Services and try have them solve your issue. No one on here is obligated in any way to solve your issue for you, especially if you are going to refer to them as "geeks".

[Chris_B]

@Futumch   But it’s forums like this that have “geeks” on it trying to help those that are having issues because they don’t understand where they might be going wrong because they aren’t geeks.        
 Who else can help you on a public forum apart from the geeks who frequent that forum.     Do want help from somebody who like yourself doesn’t understand what their talking about?  

GHz = Gigahertz

MHz = Megahertz 

1+1 =2 

And Google can give you answers to abbreviations that you don’t understand and you don’t need to be a geek to use Google. 

[Futumch]

Answer in laymans terms. Don’t you understand people come on here because they’re not tech savvy then you bombard them with tech talk. This thread has been no help whatsoever because of that very reason along with others I read.