topic Re: HIHi SIP (communicator app) phone stopped working in Broadband & Landline

HIHi SIP (communicator app) phone stopped working

Normalpeople — Wed, 25 Jun 2025 18:26:50 GMT

My partner has been working from home just fine making calls using HiHi communicator app on her work laptop until Monday morning 3 days ago when it started saying making calls was unavailable.

As a work around we used a hotspot to test and instantly worked so we knew it Was the router.

Managed to get a call with EE support but they couldn’t work out what the issue was and decided on sending a new router.
while waiting for the router I thought I would try the EE public WiFi (I’m sure I turned the routers WiFi off when we got the router so clearly a firmware upgrade re-enabled WiFi)

we live a good distance from any other EE customers in a rural location so knew it was our router with it enabled. Anyway getting connected to the public WiFi network EE logging in as a customer and hey presto calling through the HiHi app started working………

so why does it work on the public WiFi (not really something we want to do) and not on our normal network.
tested with WiFi disabled to se if the pesky EE network was causing a conflict but same result.

any help getting this work would be greatly appreciated.

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Wed, 25 Jun 2025 19:49:10 GMT

@Normalpeople What hub are you using from the link below! If not there is it a BT supplied older Smarthub2!

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Different types of BT Hub | BT Help

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Wed, 25 Jun 2025 21:29:38 GMT

Thanks for response EE Smart hub plus.

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Wed, 25 Jun 2025 22:43:19 GMT

@Normalpeople Well unless EE have really messed up and seriously dropped the ball, then the EE WiFi is NOT part of the transmitted wireless wi-fi, older 2023 and the BT Smarthub2 yes, but the + was a No No, but you just never know, there was a new FW update that was pushed out so will go get it from the OP posting and attach it underneath...

Edit:- As below also just checked as can see neighbours BT wireless on occasions and yes it is still pushed out from his router at present! Pretty sure he has the BT Smarthub2!

New firmware update on 23rd June 2025 in the middle of the night

App version: 2.36.9 (unchanged from above)
Firmware version: r3.8.11-R-1414606-PROD-83002

All these firmware changes and yet they still can't make it so you can change the names of devices in the router page like every other router

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Thu, 26 Jun 2025 15:42:56 GMT

New router problem solved. Will have to have a look to see what firmware it’s running.

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Thu, 26 Jun 2025 17:02:53 GMT

Old router was SH31B

New router SH32B current versions
App version: 2.36.9

Firmware version: r2.72.2-R-1302577-PROD-83002

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Thu, 26 Jun 2025 17:17:56 GMT

@Normalpeople Before it does a possible update can you quickly have a check to see if you have the EE WiFi ssid transmitted on that router.

New router SH32B current versions good for a FF FTTP connection.

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Thu, 26 Jun 2025 17:16:52 GMT

No EE network at present.

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Thu, 26 Jun 2025 17:19:26 GMT

@Normalpeople Perfect, hope it does not appear with the latest FW that will be pushed to the hub sometime!

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Thu, 26 Jun 2025 17:30:13 GMT

I suspect that once we get updated things will break again….. hopefully we get a few weeks.

is there anywhere we can actually get this issue I. Front of someone who cares????

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Thu, 26 Jun 2025 17:39:41 GMT

@Normalpeople You may even get the FW update quicker, it's a wait and see what happens, what you get and you are well aware now what to look for and what to do to keep you going. As for anyone who cares all you can do is tag one off the EE Team and see if anyone wishes to run with it if indeed it goes pear shaped again!

FW updates you just never know, that is why i was really surprised you said you had the EE WiFi, that is so naughty for that to happen, would be the first thing i would be looking to get off for sure! Great in principal but the EE Router is going to be struggling to maintain all the stupid updates that it has had before, never mind throwing that in the mix as well!

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Thu, 26 Jun 2025 18:13:42 GMT

@Normalpeople See the link to the other post, this is unfortunate what you are now looking forward too!

Re: Smart Hub Plus SH31B Router Firmware changelog - Page 2 - The EE Community

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Thu, 26 Jun 2025 20:01:35 GMT

Thankfully we do not get many people passing! There seems to be a few EE networks around the village popping up recently. So it’s something that has been rolled out.

We have Deco mesh around the house so no need for the router WiFi. I can confirm if I need to turn it off the EE network can be turned off if you disable All WiFi networks (it’s an option on the top of the page). But this would disable everything obviously unless you have an independent system for WiFi.

When I get the new FW I’ll make a decision based upon if I need it or not to get my partner on HiHi.

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Fri, 27 Jun 2025 08:12:39 GMT

Fw updated over night EE network is back and Hihi broken again!
back to square one…

Re: HIHi SIP (communicator app) phone stopped working

bobpullen — Fri, 27 Jun 2025 08:26:16 GMT

@Normalpeople - that's interesting. Seems fairly conclusive it's something to do with a change in the firmware then. Now off to do some reading on Hihi...

Edit: just a thought, what happens if you try disabling the EE WiFI service? I think it takes a while for the 'EE WiFi' SSID to disappear after doing so but it would be interesting to see if it has any bearing on things. Once logged into the EE website, go here.

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Fri, 27 Jun 2025 08:59:43 GMT

@Normalpeople You could not make it up, had the funny feeling FW would be pushed fairly rapid out, so you can really associate the latest update has messed with your HiHi, going to have a re-read through your post again, just incase mesh and EE Smarthub+ are getting in each others way.

Edit:- Also any chance with the good ladies laptop getting it on a wired connection as a test if it has a nic port on it, both the EE Router and the Deco mesh Ethernet. See EE are up and at you also!

Re: HIHi SIP (communicator app) phone stopped working

Michael_D — Fri, 27 Jun 2025 08:55:43 GMT

Hi @Normalpeople

I've popped you over a private message to take some details from you. Can you get back to me there when you can?

Michael

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Fri, 27 Jun 2025 11:35:32 GMT

Thanks everyone,

Michael got me connected with the right people who remotely fixed the issue. just hope the "EE Guides" get updated with this information so they can help others.

Re: HIHi SIP (communicator app) phone stopped working

JimM11 — Fri, 27 Jun 2025 11:46:56 GMT

@Normalpeople Did they give you NO idea what they were doing, or just told you to keep it all under the radar! Not many HiHi user's out there no doubt. At least you are up and running....🙄👍

Re: HIHi SIP (communicator app) phone stopped working

Normalpeople — Fri, 27 Jun 2025 13:49:48 GMT

sadly not maybe @Michael_D can update if only to help future people have an informed discussion with support.