WiFi Extender 7 not connecting with Smart Hub 7 Pro

[lobos1]

I have just been delivered a Smart Hub 7 Pro and a WiFi Extender 7 Pro.

They will not maintain a connection. I've set them up to the letter and they appear to conect with them both turning solid acqua. But as soon as I move the Extender to a new location, even close to the Hub, the Extender starts to flash blue again then flashes orange - back to the start. At no point does the Hub Manager show a WiFi Extender device.

I've rebooted the Extender several times but no success.

Help please.

[lobos1]

I have a similar problem. I have just been delivered a Smart Hub 7 Pro and a WiFi Extender 7 Pro.

They will not maintain a connection.  I've set them up to the letter and they appear to connect . But as soon as I move the Extender to a different location, even close to the Smart Hub,  the Extender starts to flash blue again and then changed to flashing orange, 

I've rebooted the Extender several times but no success.

Help please.

[Mod edit: Removed malformed link]

[Alex_H]

Hi @lobos1,
 

Welcome to the EE Community

Have you tried all the tips on our guide page here, such as setting them up wired initially and giving them 10 minutes before moving etc? Have you reset the extender or just rebooted, as if not resetting would be worth a try.

Alex

[lobos1]

I've followed these instructions to the letter but still no success.
I can link the Hub and the Extender by using an Ethernet cable. It even appears in the Advanced Wireless tab in the Hub Manager. I left it for hours to update before disconnecting the Ethernet cable. It stays acqua - which I left for another further hour or so.
But when I then disconnect and relocate the Extender in the next room, it starts flashing blue for a few minutes and then flashes orange.
So I then tried  following the routine in the EE app where it says to push the WPS button on the Extender and to select the "Pair with hub" button.
I then got a message saying "Looks like you're not at home" and telling me to "Check WiFi network". Then it shows my (correct) WiFi name and says "We'll pair your hub and WiFi Extender if this is your WiFi network". But when I click on the button "Yes, this is my WiFi" it just takes me back to the "Pair with hub" page.
Needless to say, when I refresh the online Hub Manager the Extender has disappeared.
So frustrating. Why is it not possible to speak to some technical help in EE? I only "upgraded" my system because I was desperate to extend my WiFi signal. I was using a TP-Link extender before which was doing a barely reasonable job (now deleted from the system of course) but now I find I have much worse coverage.
Help please.

[JimM11]

@lobos1 Did you see this advice from the posting linked below,

""Thanks all for your advice. I have resolved the issue. The missing piece of the guidance is after moving the extender to its location and turning it on you need wait for it to flash aqua. When this happens to go onto the EE app, select Manage and then broadband and complete the set up of the extender from there. It should then reconnect work as expected.""

Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro - Page 2 - The EE Community

There has also been a new FW update pushed to the EE Smart Hub 7 Pro, and assume the smart wireless is getting similar so do have a look at that also......

FW: r3.8.24-R-1531355-PROD-1 and the gui is at App version 3.1.3. 17/09/2025 Now https://
FW: r3.8.25-R-1595997-PROD-1 and the gui is at App version ?.?.?. 23/12/2025
FW: r3.8.26-R-1595999-PROD-1 and the gui is at App Version is 3.1.3.19 24/12/2025
FW: r4.28.1-R-1882725-PROD-1 and the gui is at App Version is 3.14.5 31/05/2026

[lobos1]

Thanks, yes. I've read all the various threads about this problem.
I've spent hours and hours trying every permutation I could think of in an attempt to create a permanent link between the hub and the extender. I've allowed long periods for the Extender to update itself.
The only way I can link them together is by using the Ethernet cable. They pair successfully like this, the extender appears as an Extender in the Hub Manager and it even connects with a couple of my devices. But as soon as I disconnect the Ethernet cable (and of course if I power down and power up again - even if it's left next to the hub) it loses connection with the hub and becomes useless.
In any other purchase, I would have by now contacted the company customer services and told them the product is clearly faulty and that I want a replacement. But with EE, I haven't found a way to speak to anyone or even found a way to return the product.
I am also aware that the product was advertised as including a visit from an "EE home guide". I've had no information on this nor can I find any further information on it.
Also a promise that - "If you can’t get 100Mbps minimum in every room, we’ll send you two more extenders for free. If that doesn’t do it, we’ll give you £100." I'm nowwhere near 100Mbps in most of my rooms.
Am I missing something? Any help or advice would be very much appreciated.

[Ali_A]

Hi @lobos1 

Sorry to hear of the experience you're having with your extenders. 

You can contact the Broadband technical team on 150 from any EE phone, or visit Contact Us | Help | EE for calling from any other phone. 

Ali 
 

[JimM11]

@lobos1 The EE Support @Ali_A has supplied what you need to call EE.