topic Re: I've had my new TV box pro for a couple of weeks but can't connect my phone in TV

I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Fri, 19 Dec 2025 15:23:59 GMT

I've had my EE TV box pro for a couple of weeks but can't connect my phone to the ee app. I had a conversation with an ee advisor but unable to resolve the problem. My Samsung tab works but not my Honor phone or my wife's samsung. Tried everything I can think of, reinstalling app, soft reset of TV box.

Can anyone help pleas

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Fri, 19 Dec 2025 17:30:24 GMT

Assuming you mean the EE TV app, are you struggling to log onto the app, of struggling to pair the phone with it for recording?

If you could be more specific about the issue you're seeing, and any errors you're seeing, it'll help me work out what's going on.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Fri, 19 Dec 2025 19:45:55 GMT

Yes I'm trying to pair phone with TV box. I get a message to check both items are on the same network then after the three little balls have bounce up and down for a while, the message "cant find TV box". This currant phone work with bt box without any problems at all. Thanks for your interest.

Regards Len

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sat, 20 Dec 2025 13:07:18 GMT

Are you using a VPN on the phones that cannot find the TV Box? Your post shows that it came from Sweden, which suggests maybe you are on a VPN. Disconnect this first, and then try again.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sat, 20 Dec 2025 15:44:52 GMT

That's a bit strange I'm in Cornwall!

I do get things turn up that appear to be a Scandinavian language. There must be so setting that's wrong, I bought the phone in the UK, some thing else to sort out. But that may be the problem. Its certainly a learning experience for an 80 Yr old.

Regards

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sat, 20 Dec 2025 17:40:08 GMT

Yes - that would explain why you're seeing some pages/apps in Scandinavian.

Near the top right corner of your screen you should see a little key symbol, indicating that a VPN is connected. Also if you swipe down from the top left corner of the screen, you should see a notification for the VPN, which can be tapped to launch the relevant software. You can then disconnect it from there. It can also be done from Settings - see the Google help here:

https://support.google.com/android/answer/9089766?hl=en#zippy=%2Cdisconnect-or-forget-a-vpn

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 12:04:34 GMT

I had AVG, which has a VPN facility, installed which I have now deleted. In desperation Ive done a factory re-set of the TV box but it hasn't helped. In the device management it shows details of my phone but when I try to connect it still displays"unable to find TV box" which might indicate the problem is the box itself, could it be faulty? Sorry to take up so much of your time, if your bored with this now I'm sorry, please feel free to ignore me. Regards Len.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sun, 21 Dec 2025 12:23:42 GMT

Don't worry about me Len - it's my job to make sure you get the best experience.

The TV Box isn't at fault here - you were able to pair from your Tab A8, so the TV Box is doing what it needs to. Caroline's Tab A9 and your Honor 400 cannot find the TV Box - what about Caroline's A26?

Your post still shows as being from Sweden, so we still have an issue with something intercepting internet traffic.

Could I ask you to please try something for me. Open Chrome (or any other Internet browser) on each of your 4 devices, and open the following web site:

www.whatismyip.com

For your home broadband connection, I believe it should show either Peterborough or Falmouth. I suspect the Tab A8 will show this correctly, which is why it was able to find the TV Box. For your other devices, I think it's going to show Sweden - this will be why it cannot find the TV Box, and why you sometimes see Scandinavian information.

Once you've confirmed this, we can then try to find why. It's important that we do this, as the company you're routing through isn't a known VPN provider - I have concerns that your device may be sending private information to someone untrusted.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 12:52:14 GMT

Up date!

I've sorted it. Apparently I had not paired my phone to the hub with the QR code (thick or what)

So sorry to have been a pain and waste your time you've been must heipful and I've learnt a lot over the last few days. Thanks again. My wife just said "now leave the B thing alone and stop fiddling with it."

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sun, 21 Dec 2025 13:01:27 GMT

I have to confess to still being confused, as your Hub does show that your phone was already connected to it, but if you're happy that it now works then I'll leave it at that. Glad you got there in the end.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 14:29:14 GMT

Your quite right my phone said Malmo my tablet Peterborough. Where do we go from here?

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 14:31:31 GMT

I don't particularly want to but would a factory reset of my phone sort it

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sun, 21 Dec 2025 14:42:49 GMT

Yes, a factory reset of the phone would almost certainly sort it, but that would be the last resort.

Did you check to see if a VPN is connected? You may see a small key near the top right corner of the screen. You can also navigate to Settings -> Network and Internet -> VPN.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 14:58:56 GMT

I've just checked connections it nt showing anything, just an option to add one.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sun, 21 Dec 2025 15:37:04 GMT

Just to be clear, you mean you've checked the VPN screen and it doesn't show anything? And you cannot see an icon for a key near the top right corner of the screen?

Can you also confirm that the Wifi shows that it's currently connected to your EE-xxxxxx wifi network?

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 15:49:22 GMT

The WiFi is correct, there's no key showing and in the connection setting for VPN there nothing just a boxs to set one up.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sun, 21 Dec 2025 16:10:43 GMT

OK, let's check your wifi settings to see if anything has added itself.

The names of the options can differ depending on the version of Android, and the manufacturer, so this will be a little more tricky.

From the Network and Internet screen in Settings, look for "Wifi" or "Internet".

You should see your wifi network listed, and it shows as connected - to the right of it will be a cog, to bring up the settings for that connection.

From that screen, you might see a pencil icon in the top right corner - if so, select that, and then Advanced options. From there you'll see a "Proxy" option - it should be set to "None". If you don't see the pencil, then scroll down to look for "View more", or "Advanced options", or something mentioning proxy settings. You want to make sure the proxy is set to None.

One additional thing that will help - can you select the Live tab in the EE TV app, and then try to watch TNT Sports 1. This will provide more information to me about the connection. I would expect it to fail.

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 16:31:40 GMT

I've live TNT Sport OK but can't find any mention of proxy anyehere

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

Lenh1 — Sun, 21 Dec 2025 16:37:35 GMT

Incidentally below the VPN box is private DNS set to on don't

know if this has any significance

Re: I've had my new TV box pro for a couple of weeks but can't connect my phone

DarrenDev — Sun, 21 Dec 2025 17:23:06 GMT

OK, so that has confused me even more - the video played, and it shows that it correctly came from your home broadband line. So it looks like the posts to this forum coming from Sweden may just be a red herring.

For now, I can only make one more suggestion: reboot your EE hub and TV Box at the same time. If you're using powerline adapters between the TV Box and router, reboot those at the same time too. Once everything has booted up, give it another go.