topic Re: The App will not connect to the hub in Broadband & Landline

The App will not connect to the hub

Hixxy16 — Thu, 14 Aug 2025 12:16:51 GMT

I have. We. Trying to use the app ever since I switched from BT. It will not connect. This means I have no control over my WiFi service. I can’t even see what is connected to the hub. There seems to be an app update almost every day. I have checked these and installed the latest update. Please get this sorted.

Re: The App will not connect to the hub

XRaySpeX — Thu, 14 Aug 2025 12:22:11 GMT

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: The App will not connect to the hub

Hixxy16 — Thu, 14 Aug 2025 12:58:33 GMT

Hi. Thanks for the reply. I have:

Smart Hub Pro

and 3 Smart WiFi Pros

Re: The App will not connect to the hub

Leanne_T — Thu, 14 Aug 2025 15:53:01 GMT

Hi there @Hixxy16

Thanks for coming to the community.

When did your EE broadband account start? Have you tried restarting the router and then pairing again in the EE app?

Also, have you been in touch with our broadband tech guides to see if everything is set up correctly at our end and get the app not connecting looked into?

Leanne.

Re: The App will not connect to the hub

Hixxy16 — Thu, 14 Aug 2025 16:25:29 GMT

Hi Leanne

i switched in mid July. The tech guy I spoke to said all was showing at their end and told me to delete the app and try again.

Yes I have restarted the router several times.

regards

Tony

Re: The App will not connect to the hub

Leanne_T — Thu, 14 Aug 2025 16:32:50 GMT

Thanks for coming back to me @Hixxy16

I would suggest getting back in touch with our broadband tech guides and let them know deleting the app has not resolved this for you. The guide will continue the troubleshooting to see what is needed to get the app connected to the router.

Thanks 🙂

Leanne.

Re: The App will not connect to the hub

Hixxy16 — Thu, 14 Aug 2025 16:40:32 GMT

I will give it a try.

thanks Leanne

Re: The App will not connect to the hub

Leanne_T — Thu, 14 Aug 2025 16:42:28 GMT

No problem @Hixxy16

Let us know how you get on.

Leanne.