topic EE Home App (iPhone) not working in Broadband & Landline

EE Home App (iPhone) not working

Hydekk — Thu, 13 Oct 2022 17:44:35 GMT

Got my broadband connected today and although the router is working fine, the EE Home app will not connect to the router at all. Not allowing scanning or “manual” connection, just comes back with an error message. I’ve restarted the router and uninstalled and reinstalled the app and no change. Am I missing something?

Re: EE Home App (iPhone) not working

XRaySpeX — Thu, 13 Oct 2022 17:49:20 GMT

@Hydekk : Which router?

Re: EE Home App (iPhone) not working

Hydekk — Thu, 13 Oct 2022 19:49:22 GMT

It’s an EE Smart Hub

Re: EE Home App (iPhone) not working

Mustrum — Thu, 13 Oct 2022 20:16:08 GMT

@Hydekk Have you seen this article in the Help pages?

https://ee.co.uk/help/help-new/offers-and-services/my-ee-app/issues-with-ee-home-app-after-update

Does it help?

Re: EE Home App (iPhone) not working

Hydekk — Thu, 13 Oct 2022 20:34:14 GMT

Unfortunately not - it’s the first time I’ve ever tried using the app as it’s the first time I have EE Broadband. So there’s been no update to affect the functionality of the app. Thanks anyway!

Re: EE Home App (iPhone) not working

Mustrum — Thu, 13 Oct 2022 20:42:21 GMT

@Hydekk There is a bit more to the Help page than the title.

There are settings on your iPhone that may need tweaking.

Every device that communicates using wi-fi has a MAC (media access control) address. This is a unique number that allows devices to identify each other on a wi-fi network.

Apple and Google have added a new feature to iOS 14 and Android 10 which generates a new MAC address for the device when it connects to a wi-fi network, including your home network.

This randomisation happens automatically, and you cannot opt-in or out. It might cause some issues in the EE Home app.

Re: EE Home App (iPhone) not working

Hydekk — Thu, 13 Oct 2022 20:51:02 GMT

Hi,

So I’m running iOS 15.6 and did click “Allow” when prompted for permission. I’m not sure where I could check/change the MAC address so that the two devices can communicate - can you advise?

Re: EE Home App (iPhone) not working

Mustrum — Thu, 13 Oct 2022 21:07:53 GMT

You may be better using the old-fashioned way, and just log into the router via a browser.

But if it is all working, is there anything you need from it?

Although I use my own router, so the app does not work, I was never a fan when I di briefly use the Smart Hub.