topic Re: Can't pair the EE iPhone app when the network has been renamed in Broadband & Landline

Can't pair the EE iPhone app when the network has been renamed

StuartTT — Fri, 21 Feb 2025 08:10:40 GMT

I am trying to pair the EE app on my iPhone with my hub. The broadband is all working fine, but the app won't pair as it only uses the QR code on the hub! Obviously the QR code contains the original network name, but I have renamed mine to something more memorable. This seems to mean I can't pair the app - is there no way to select the network manually and then enter the password?

Thanks

Re: Can't pair the EE iPhone app when the network has been renamed

Peter_W — Fri, 21 Feb 2025 11:52:01 GMT

Hey there @StuartTT, welcome to the EE Community!

Which model of EE router are you using here? Please feel free to post a pic if you're not sure 😊

Also just to be sure, but is it the main EE app that you're trying to pair this with, or the standalone 'EE Home' app?

The latter is quite old now and isn't designed to work with our latest Hubs, that use the main app instead.

Peter

Re: Can't pair the EE iPhone app when the network has been renamed

StuartTT — Fri, 21 Feb 2025 12:00:33 GMT

Thanks

My hub is SH31B

Not sure which app it is. It just says EE under it on my iphone. Version number is 5.55.0 (1675508)

Re: Can't pair the EE iPhone app when the network has been renamed

XRaySpeX — Fri, 21 Feb 2025 12:02:44 GMT

That's the right app but it shouldn't depend on the router's original SSID.

Re: Can't pair the EE iPhone app when the network has been renamed

Peter_W — Fri, 21 Feb 2025 12:07:02 GMT

Thanks @StuartTT, my understanding was the same as @XRaySpeX; you shouldn't need to re-pair this after changing your SSID, as this is one of the options available in the app itself.

What is happening when you go in to try and manage your connections?

It could worth trying a fresh install of the app too.

Peter

Re: Can't pair the EE iPhone app when the network has been renamed

StuartTT — Fri, 21 Feb 2025 12:40:52 GMT

when I scan the QR code with my phone in the app, it says "Pairing with EE-28WJQH" but that is the original name of the network (which it's read from the QR code), so it can't pair (as I have changed the name of the network to something more memorable). It then reports "Unable to join the network EE-28WJQH"

The phone is already on the network, by the way. So not sure why the app isn't!

It suggests entering the details manually and sends me here (screenshot) - which is no use to me.

Re: Can't pair the EE iPhone app when the network has been renamed

XRaySpeX — Fri, 21 Feb 2025 13:01:01 GMT

Perhaps you'll to need factory reset the router or at least set the SSID back to what it was & then pair with the app. After which you can set the SSID back to what you want.

I think 1 of the options of the app is to clone the SSID of an existing router if that's what your memorable 1 is.

Re: Can't pair the EE iPhone app when the network has been renamed

deeeliza — Fri, 14 Mar 2025 12:51:52 GMT

Hi Stuart, I am having exactly the same issue at the moment. I keep being sent to wifi settings to select the correct network name but it doesn't work 😞

Did you manage to resolve your issue and if so how please?

Re: Can't pair the EE iPhone app when the network has been renamed

Leanne_T — Fri, 14 Mar 2025 17:21:58 GMT

Hi there @deeeliza

Thanks for coming to the community.

Have you tried the suggestions from @XRaySpeX to see if this works for you?

Leanne.

Re: Can't pair the EE iPhone app when the network has been renamed

StuartTT — Fri, 14 Mar 2025 18:47:06 GMT

Hi Deeeliza

Yes, in fact I just followed XRaySpeX's suggestion of changing the network name back to the original factory one, then paired the app, then changed it to my custom name. It remains paired after this, So all good.

Hope it works for you too.