topic Re: Pairing with Hub with EE App issue in Broadband & Landline

Pairing with Hub with EE App issue

Barmy — Fri, 11 Jul 2025 19:36:22 GMT

I had already got my devices paired with the EE App and had been problem free for a couple of months, but recently I got an error every time I tried to manage my devices in the app. Eventually I uninstalled and re-installed the app. When I came to attempting to re-pair my hub with my devices I got an error saying that my hub was maybe turned off, it wasn't, or failing that the problem may have been connected to a different WiFi, it wasn't. I now cannot see my home network or my devices, wifi extenders, Hybrid Smart connect etc. My broadband/WiFi appears to be working properly and all lights are aqua. I attempted to enter the hub manager via the router address, this also brought up an error message.

Any ideas?

Re: Pairing with Hub with EE App issue

Leanne_T — Sat, 12 Jul 2025 08:02:04 GMT

Morning @Barmy

Welcome back to the community.

Have you tried restarting the router and then pairing again in the EE app?

If you get the same error message when trying to connect and access the WiFi settings, please get in touch with our broadband tech guides. They can check everything over at our end and help you further.

Thanks 🙂

Leanne.

Re: Pairing with Hub with EE App issue

Stewart34 — Sun, 19 Oct 2025 18:51:21 GMT

I have the same problem, although my router was a BT router when it worked well. Now with EE I can't get it to pair with the EE app. EE engineers tell me it should be fine but it still doesn't pair. It won't even read the QR code so I have to enter network details manually and re-enter the password every time.

Re: Pairing with Hub with EE App issue

Stewart34 — Mon, 20 Oct 2025 09:42:39 GMT

Yes I've tried that. I had an engineer visit and he couldn't do it either. He just told me to try again and it should be OK!

Re: Pairing with Hub with EE App issue

Christopher_G — Mon, 20 Oct 2025 14:42:27 GMT

Hi @Stewart34

My best advice is to contact our Technical Support team again so they can check everything again and book another engineer visit, if needed.

Keep us posted on what happens please.

Chris

Re: Pairing with Hub with EE App issue

Stewart34 — Mon, 20 Oct 2025 15:16:57 GMT

I contacted Technical Support. They are going to send a new router to replace my old BT router. Hopefully that will work?

Re: Pairing with Hub with EE App issue

Christopher_G — Mon, 20 Oct 2025 15:21:22 GMT

Fingers crossed, @Stewart34

Let us know what happens when it arrives please.

Chris

Re: Pairing with Hub with EE App issue

Barmy — Mon, 20 Oct 2025 17:42:20 GMT

I had the problem for a month or so and then one evening my hub flashed various colours and eventually returned to aqua. I checked out the hub manager via the router address and it allowed me access, so I tried the app which asked me if I wanted my original set up, I said Yes but it wouldn't allow it. Everything was set up anyway except for one WiFi extender which I had to re-connect. Everything is back to normal now but the app has a refreshed look.

Hope you can get your sorted but it seems like you have to get an update pushed from EE.

Re: Pairing with Hub with EE App issue

Stewart34 — Mon, 20 Oct 2025 18:14:55 GMT

I've had the problem for the last year since I joined EE. No fixes during all that time.

Sent from my Galaxy

Re: Pairing with Hub with EE App issue

Stewart34 — Tue, 21 Oct 2025 16:30:55 GMT

I got the new Smart Hub. It didn't fix the problem. It still won't connect to the EE App. Additionally it won't connect to my BT Wi Fi extenders so I've ended up worse off that I was before!

Re: Pairing with Hub with EE App issue

Leanne_T — Wed, 22 Oct 2025 07:49:59 GMT

Morning @Stewart34

Thanks for coming back to the community.

I'm sorry the new router has not fixed this for you and you're unable to pair with the app and WiFi extenders. I would advise getting back in touch with our broadband tech guides, the guide will check what next steps are needed to help you get this resolved,

Please keep us updated with how it goes.

Leanne.

Re: Pairing with Hub with EE App issue

Stewart34 — Wed, 22 Oct 2025 07:56:55 GMT

I called customer support but they didn't seem to understand the problem. They just filled in some sort of complaint form and send me a long legal looking email! I was just looking for a solution The main problem now is that I can't use the wifi extenders which cost me £5 a month! I'll have to go back to the bt hub/router.

Re: Pairing with Hub with EE App issue

Leanne_T — Wed, 22 Oct 2025 12:09:38 GMT

Hi there @Stewart34

If the team have opened a complaint, this would be sent to our executive team and they will get in touch with you to discuss everything. If you would like an update, please try getting back in touch and the team can check the account and make sure this is being fully investigated to get this sorted.

Leanne.

Re: Pairing with Hub with EE App issue

Stewart34 — Thu, 23 Oct 2025 08:43:55 GMT

I talked to customer services and they helped me to get the WiFi extenders working. The new EE router needed to be rebooted and then the WIFi extenders paired correctly. This is pdd as I'd onlt started the new Hub the day before.

I still can't pair the router to the App. It was suggested that I do a factory reset on the new Router and try again. That didn't work.

Re: Pairing with Hub with EE App issue

Leanne_T — Thu, 23 Oct 2025 13:21:53 GMT

I'm sorry this didn't work for you @Stewart34

Did the team advise anything else for you? Has a ticket been raised to get this fully investigated?

If nothing else was suggested to try and no ticket has been raised, please get back in touch and let the team know the suggestions have not worked and further investigation is needed. If this is not resolved for you, the team can escalate this to the complaints team to be looked into.

Leanne.

Re: Pairing with Hub with EE App issue

Stewart34 — Thu, 23 Oct 2025 14:02:55 GMT

A complaint ticket was created but no offer to investigate.

Sent from my Galaxy

Re: Pairing with Hub with EE App issue

Leanne_T — Thu, 23 Oct 2025 14:56:40 GMT

Hi @Stewart34

If you complete the online complaints form, this will be sent direct to the complaints team who can get the account looked into and see what is needed to help you get the app paired with the router. They will contact you on the details you provide on the form to discuss the next steps.

Thanks.

Leanne.