topic Re: Smarthub 2 will not connect to EE app in Broadband & Landline

Smarthub 2 will not connect to EE app

v6villan — Sat, 10 Feb 2024 21:30:36 GMT

Moved across to 500mb EE broadband from the equivalent BT 500 mb plan on 31st January

Still using my BT smart hub 2 . I paired the smart hub to my EE app so I could use WiFi controls and do speed tests via the EE app. Worked fine when I used it a week or so ago. I see the android version of the app was updated on 2nd Feb.

Went to do a speed test from the EE app today and was asked to pair my hub again. So scanned the QR code again

Was then greeted by a screen saying .You've already saved these details . It brings up this message constantly.It wont allow me to pair the hub again. So now after working for a few days I can't access Wifi controls or conduct a speed test via the EE app . Tried re pairing the smarthub 2 by scanning the QR code on the hub and manually adding. Won't work either way, also unistalled and reinstalled the app & reset smart hub. Nothing fixes it

This all worked perfectly when with BT, using their app

Been on phone for around 2 hours . Got absolutely nowhere .

Seriously thinking of using 14 day cooling off. The app is poor.

Any ideas how to fix would be appreciated

Justin

Re: Smarthub 2 will not connect to EE app

Neil-O — Mon, 12 Feb 2024 10:41:11 GMT

Hi @v6villan I'm sorry that you're experiencing problems with the app, did you try a factory reset of Hub or a turn off and on?

Thanks

Neil

Re: Smarthub 2 will not connect to EE app

v6villan — Mon, 12 Feb 2024 11:08:23 GMT

Hi ,yeah as per my original post. I reset hub and unistalled and reinstalled the app.My smart hub 2 was paired with the EE app but stopped working . Not sure if this was after the last update to the EE app on 2nd Feb.

When I pair it again it says it is already paired , but then when I go to WiFi controls etc it asks me to pair my router again.

Realised yesterday that if I use my old BT app I can do speed tests and use WiFi controls. Essentially the things I should be able to do on the EE ap

This is a fault EE end not mine, been told they have issues with the EE app and customers who already have an EE account for mobile phone etc. Seems an issue when they move broadband from BT to EE. Wish I'd have stayed with BT as their app worked as it should.

Got an open ticket but not hopeful it will be fixed as reading of others with same issue ,and been like it for months

Re: Smarthub 2 will not connect to EE app

Simonk243 — Fri, 30 Aug 2024 21:27:16 GMT

I am having the exact same problem trying to link my EE app to the EE smart hub 2. Spoken to technical support but noone seems to be able to help. Regretting switching from BT broadband to EE broadband. Ticket raised and now awaiting a call back. Also when our hub arrived he had no cables, so I had to use the ones that came with the BT hub.

Re: Smarthub 2 will not connect to EE app

XRaySpeX — Sat, 31 Aug 2024 02:55:57 GMT

@Simonk243 : EE doesn't have a Smart Hub 2; BT does. EE's is the Smart Hub Plus. Which is it?

Re: Smarthub 2 will not connect to EE app

Ewan15 — Sat, 31 Aug 2024 12:05:16 GMT

If you are Using a BT Smart Hub 2 use the MY BT App

If you are using an EE Smart Hub Plus use the MY EE App

Re: Smarthub 2 will not connect to EE app

bunnyduracell85 — Mon, 14 Oct 2024 21:49:28 GMT

Dud you get it resolved I'm having same problem

Re: Smarthub 2 will not connect to EE app

Peter_W — Tue, 15 Oct 2024 09:40:44 GMT

Good morning @bunnyduracell85.

Welcome to the EE Community 😊

Like the OP, did you also move from BT and are still using the Smart Hub 2, or are you using a new EE branded hub?

Have you had a chance to try fully resetting your hub and reinstalling the app like @Neil-O recommended too?
Peter