topic Re: New 23 Smart hub can not connect to ee home app in Broadband & Landline

New 23 Smart hub can not connect to ee home app

Kjo73 — Mon, 20 Nov 2023 09:50:09 GMT

Hi. I swapped from BT to EE for braodband and landline last week, this was motivated entirely by the ability to turn my children's wifi on and off. I also have two ee mobile contracts for myself and one daughter.

The smart hub came, (New black hub with EE logo on the front) when I scanned the QR code for set up it took my straight to my ee utilities app, no broadband account registered. So I followed the paper set up instructions. I had been dreading the switch over as have had constant problems with BT wifi and my Sky mini Q box, but no, both my Sky boxes and 3 smart tv's did not need wifi re-installed, bizarre but fine. The wifi works brilliantly and everyone is happy. However, trawling through ee to find out how to access wifi controls I see the QR code should have taken me to the EE Home app.

After downloading the app it could not link to the hub, I followed all the help steps, no joy. After trawling this community I reinstalled the app. Still no joy and yes the hub has been re-started several times, wiped off devices, reinstalled. So I called EE. After several attempts my account was found, my iphone 14 is up to date, no vpn installed, the app does not work on any of our apple devices, so they concluded it must be because they are apple devices and not android. I pointed out this couldn't be possible or they would have had thousands of calls by now. I am now waiting for a call back but have 8 days left of my cooling off period before I am stuck with this for 24 months.

Any ideas gratefully received.

Re: New 23 Smart hub can not connect to ee home app

wgwright — Mon, 20 Nov 2023 14:15:17 GMT

I've recently received the new Smarthub from EE and have it working well with the My EE app (not the EE home app). I did go through a router reset first along with uninstalling and reinstalling the EE app. I then used the App to set up WiFi controls which asked me to scan the QR code from my router into the App to enable the router to be linked. After which all was good to go.

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 00:17:24 GMT

I’m having issues with my WiFi controls as-well lol 😂 I have reset the hub, deleted the app and reinstalled it, still to no avail as of yet.

@Kjo73 are you still expecting the same issues as me ?

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 00:23:01 GMT

On my Ee app I can’t even get manage up under broadband to set up the WiFi controls, it just says I’m not aloud to view mange right now… I’m under TMC at the moment as they are trying to find out what’s going on and why it won’t let me access parts of the app and the controls because all of the mobile stuff is fine… just the broadband side of things, all I can view is my bill lol 😂

standard lol 😂 I may try and do the whole system a re install tomorrow and see how it goes haha 🤣🤣

Re: New 23 Smart hub can not connect to ee home app

XRaySpeX — Tue, 21 Nov 2023 03:32:25 GMT

@Eddy2760 wrote:

it just says I’m not aloud to view mange right now… 🤣

Me too!

When I 1st got my SH+ the Manage button had "NEW" against it & when clicked it came up with "Something went wrong!". Since the "NEW" was removed (about a week or 2 ago) it now says I'm not allowed to even view the Manage page.

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 17:21:08 GMT

I just had a call off TMC, seems to be a good few issues of this type of problem ongoing, after a factory reset it has cleared it up for some people but I did the factory reset Sunday with TMC, waited the 24hrs and they called back today and updated the app but still saying the same…

what device are you using? Also @Kjo73 @what device are you using? I’m using an iPhone 15 pro, I’m wondering if it’s the iPhone app issue, some other apps are seeming to have issues with them since moving to the 15, Asda scan n go app also been affected and Asda don’t know what’s going on as my old XS it worked perfectly fine even the day before changing to this one.

Re: New 23 Smart hub can not connect to ee home app

wgwright — Tue, 21 Nov 2023 18:04:14 GMT

Hi Eddy. I've got an iPhone 15 pro max and both the EE app and the Asda app are working fine.

Did you do your factory reset through the app or through the router admin link?

Re: New 23 Smart hub can not connect to ee home app

wgwright — Tue, 21 Nov 2023 18:09:07 GMT

Hiya

I'm using the EE app on an iPhone 15 pro max with no problems. Did have initial issues in linking the App to the router. Did a router reset (using 192.168. 1.254 to login) and also deleted and reinstalled the App. Everything then went fine.

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 18:35:24 GMT

I have reset it via: -

1) the reset button on the back of the device, waited 24hrs… no change

2) through the hub manager http://192.168.1.254 and factory reset, waited 24hrs… no change

3) TMC while on the phone did a remote factory their end, waited 24hrs… no change

EE app: -

1) signed out and back in… no change

2) delete app… re-download and sign back in… no change

3) delete app… reboot iPhone… re-download app, sign in… no change

so waiting on TMC to look into things more now 🤷‍♂️

Re: New 23 Smart hub can not connect to ee home app

Kjo73 — Tue, 21 Nov 2023 18:37:12 GMT

We have tried it on iPhone 15, 14, iPad Air and standard iPad, all totally up to date on iOS and latest version of app on App Store. Still no go on any of them 🙄

Re: New 23 Smart hub can not connect to ee home app

wgwright — Tue, 21 Nov 2023 19:01:34 GMT

Yet it works fine on both my iPhone 15 pro max and my iPad pro? Very strange.

Re: New 23 Smart hub can not connect to ee home app

XRaySpeX — Tue, 21 Nov 2023 19:08:23 GMT

@Eddy2760 : Samsung Galaxy S8.

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 19:10:33 GMT

@Kjo73, @XRaySpeX, @wgwright

it’s a strange one ain’t it… even the TMC guy was stumped 🤔 I might even ask to see if they can change the hub itself, maybe it is to bugged to work properly… or there is a data issue their end against my account 🤷‍♂️ now EE and BT have joined together and system’s combined, maybe it’s joined my old BT account that was closed many years ago 🤷‍♂️

Re: New 23 Smart hub can not connect to ee home app

XRaySpeX — Tue, 21 Nov 2023 19:23:19 GMT

@Eddy2760 : I've found the SH+ so unreliable in connecting my smart devices that I've taken it off BB & reverted to my previous reliable router & the problems with smart devices has gone way.

Re: New 23 Smart hub can not connect to ee home app

wgwright — Tue, 21 Nov 2023 19:37:42 GMT

I've got the Smarthub plus connected to both phones and Samsung phones, iPad and Samsung tablet, Google Nest Hub and also printers all over WiFi with no problems. Also got 3 devices connected via ethernet

Re: New 23 Smart hub can not connect to ee home app

wgwright — Tue, 21 Nov 2023 19:59:36 GMT

Just a quick question. When you set up your new Smarthub plus in the first place using the App did you get a message that the Hub needed to update first and that this would take between 20mins and an hour?

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 20:07:52 GMT

Connections to devices are fine 👌 just can’t access the WiFi controls or go to the manage section on the app.
I just added the Ee app to my daughters iPad that it’s never been on and same there, “you are not allowed to view manage right now” pure strange.

@XRaySpeX

I finally got my extenders working by first wiring them upto the main hub until they connect and then moved them to the location I needed them 👌 so far they are working 👌 it’s strange yours is failing all together though 🤯

Re: New 23 Smart hub can not connect to ee home app

Eddy2760 — Tue, 21 Nov 2023 20:24:58 GMT

I couldn’t use the app to set up the hub, it said the same so had to set it up without the app

Re: New 23 Smart hub can not connect to ee home app

XRaySpeX — Tue, 21 Nov 2023 20:58:40 GMT

@Eddy2760 : Did I say I couldn't get my Smart WiFi working? That was how I immediately got it paired to the SH+ & subsequently when it disappeared from the Hub & I couldn't get it back by WPS methods I brought it back to the Hub on Ethernet & re-paired them.

No, it's my smart things that I had trouble with.

Re: New 23 Smart hub can not connect to ee home app

bobpullen — Wed, 22 Nov 2023 13:19:45 GMT

@Kjo73 wrote:
The smart hub came, (New black hub with EE logo on the front) when I scanned the QR code for set up it took my straight to my ee utilities app, no broadband account registered. So I followed the paper set up instructions. I had been dreading the switch over as have had constant problems with BT wifi and my Sky mini Q box, but no, both my Sky boxes and 3 smart tv's did not need wifi re-installed, bizarre but fine. The wifi works brilliantly and everyone is happy. However, trawling through ee to find out how to access wifi controls I see the QR code should have taken me to the EE Home app.

I don't think this is correct (bold).

Which app are you trying to use and what hub do you have (check the label on the underside)? It sounds to me like you might be trying to use the wrong app. The main EE app has a WiFi Controls area somewhere; have you tried navigating to that?