topic Re: Can't pair to hub in Broadband & Landline

Can't pair to hub

Emmvee — Mon, 03 Mar 2025 13:35:38 GMT

Hello

I cannot pair my Huawei p30 pro to my brand new EE hub.

If I login to the hub via 192.168.1.254 but not sure what to do next.

Please could someone help on exactly what to do as I am not very technical

Thank you

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 12:43:10 GMT

I've just switched to ee and have the same issue as you did. Could you explain what you did to solve this.

I'm not technically minded but I have gotten into the hub via the IP address you gave, after that I'm a bit lost as what to do 🙈

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 12:45:24 GMT

@Emmvee : Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router. Then on the Advanced > Advanced Wireless page you should be able to see your WiFi SSID & password in clear & change them if you like.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 12:51:37 GMT

@XRaySpeX is this the correct screen ?

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 13:02:34 GMT

@Emmvee : Not for what I asked of the OP. No screen was requested. I was asking for knowledge of BB plan & router, possibly with an image of it. See what the OP answered.

What exactly are you trying to achieve?

This is the danger of latching on to somebody else thread w/out stating what issue you are trying to overcome. Try starting your own thread & explain your issue.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 13:13:52 GMT

Hi @XRaySpeX

I was replying to you message to me sent 03-03-2025 12:45 PM

Sorry for the confusion

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 13:22:23 GMT

Sorry, @Emmvee , I'm confused! Your last post WASn't a reply to my previous post of 03-03-2025 12:45 PM. It IS a reply to that post & doesn't add anything. Plus you are posting over 2 other OPs' threads.

& I still haven't the faintest idea what your issue is.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 13:26:10 GMT

Apologies @XRaySpeX

I'm new so I may have pressed something wrong🙈

How can I continue this conversation without confusion

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 13:28:57 GMT

@Emmvee : Start your own thread & explain your issue & circumstances in detail & we'll do our best to help you with it.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 13:42:02 GMT

@XRaySpeX

Thank you

I have done that.

Sorry for the confusion

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 13:49:52 GMT

@Emmvee : Does your phone see the network name (SSID) of the router? What happens when you supply your WiFi pwd to it?

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 13:56:41 GMT

@XRaySpeX

My phone does see the network name and connects perfectly to the WiFi. The WiFi service is fast and I have no issues other than I can't pair my phone to set up WiFi controls.

My plan is

Full fibre 150

Hub is

Smart hub SH32B

No extenders

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 14:02:51 GMT

Oh, you mean you can't pair the EE app (on your phone) to the router?

Which EE app is it & what's its version? I hope it's not the EE Home app. That's not suitable & was intended for an earlier router.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 14:05:44 GMT

@XRaySpeX

Yes, that's correct.

It's the main EE app (not the home app)

The version is 5.56.0

Re: Can't pair to hub

XRaySpeX — Mon, 03 Mar 2025 14:13:28 GMT

Looks the right app. What happens when you try?

P.S. No need to keep tagging me. The audit trail shows up.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 14:15:50 GMT

No worries

The app goes through the process of trying to pair (spinning circle), then crashes to phone desktop

Re: Can't pair to hub

Leanne_T — Mon, 03 Mar 2025 18:12:14 GMT

Hi there @Emmvee

Thanks for coming to the community.

If you're unable to set up WiFi controls on your mobile, could you try deleting the app and reinstalling and also restarting the router and try to pair again, does this work for you?

Leanne.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 18:23:00 GMT

Hi @Leanne_T

Thank you for your reply.

I have done all that multiple times with no change

Re: Can't pair to hub

Leanne_T — Mon, 03 Mar 2025 18:27:49 GMT

Thanks for confirming, sorry if I missed this had been tried @Emmvee

In this case, I would suggest giving us a call and the team will get the EE account looked into to see what could be causing this and help you further 🙂

Please see our Contact Us for ways to get in touch.

Leanne.

Re: Can't pair to hub

Emmvee — Mon, 03 Mar 2025 18:35:34 GMT

I have done that and a guide called James got back to me earlier.

He told me that it's because I have a Huawei phone and there's a problem with the Bluetooth in the hub has a problem connecting to the Bluetooth on my phone.

This thread started for me because someone who has the same problem as me and was solved by changing the SSID and password. I wanted to know if this was correct and how to do it.