topic Re: EE App not Connecting to EE Smarthub in Broadband & Landline

EE App not Connecting to EE Smarthub

MickeyMost2 — Mon, 10 Jun 2024 17:03:09 GMT

OK. From reading around I realise this is not a new issue. Nonetheless, I cannot connect my android phone EE app to my EE smarthub which I have had for about two months. I have checked that the hub has the latest software, have updated the EE app, reset the hub, deleted and reinstalled the app and still it refuses to connect. I am on the phone to EE and have been waiting over 30 minutes.........so far. Is there a solution out there somewhere?

Re: EE App not Connecting to EE Smarthub

JimM11 — Mon, 10 Jun 2024 19:21:28 GMT

@MickeyMost2 Which EE Router do you have, and What EE App are you using?

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Tue, 11 Jun 2024 07:59:53 GMT

Hi. Smarthub Plus ( 900 mb) and the latest EE App from Google Play. Also tried from iPad using EE app from Apple App Store. VPN disabled. Both apps refuse to connect.

Re: EE App not Connecting to EE Smarthub

JimM11 — Tue, 11 Jun 2024 08:03:22 GMT

@MickeyMost2 How did your call with EE CS go?

Re: EE App not Connecting to EE Smarthub

bobpullen — Tue, 11 Jun 2024 09:21:26 GMT

@MickeyMost2 - Are you using Private DNS, Private Relay, or any similar service on the Android/iPhone? I suspect the network connection will want to be in as much a 'vanilla' state as it can be in order to complete discovery/pairing.

I'm not familiar with VPN operation on iOS devices, but I note there's a VPN status bar icon in your screenshot?

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Tue, 11 Jun 2024 09:31:23 GMT

Thanks for offering your help. No private DNS and VPN was paused during attempted pairing on IOS.EE tech guy says they know it is a common problem but didn't have a solution. I am to try again in three days then request a tech call back if the pairing fails. Presume vanilla means a device free of many apps?

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Tue, 11 Jun 2024 09:33:44 GMT

As you can see above, I have to try again at the end of the week and then, if pairing fails, request a tech callback. The tech guy says EE are aware this is a problem and has been since last November. Unfortunately, he knew of no solution.

Re: EE App not Connecting to EE Smarthub

bobpullen — Tue, 11 Jun 2024 09:46:04 GMT

Thanks @MickeyMost2 - by 'vanilla' I just meant that the Wi-Fi connection is using hub-assigned network settings, e.g. DNS etc. VPN's and Private relay/DNS soultions typically don't.

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Tue, 11 Jun 2024 11:36:31 GMT

Thank you for that clarification; I now know that I comply with vanilla settings. Very much appreciate your help and suggestions. Must say I have little confidence in this matter being resolved. I will post details of my interaction with EE on Friday of this week.

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Fri, 14 Jun 2024 15:43:09 GMT

Firstly, apologies. I pressed the reply button on your last post followed by “solution”, thinking that I could post my solution. Instead of which it has ascribed the solution to your post. I am a novice at this.

Well, I did find a solution….at least for my circumstances. It appears that the EE App will only connect to the hub if you use the ‘network name’ and ‘Wi Fi’ password which came with the hub. Having changed those variables resulted in the App connecting immediately. Following the linking up, I modified both variables to my preferred options and the App still works.

Unfortunately, two of my three wi-fi extenders lost connection and when I reset them, the lights refuse to go solid red and I cannot pair them with the hub. Will try turning off, leaving off for some time and trying again. Otherwise back to the helpline.

in my earlier phone call i was assured that the ‘ tech guys’ would look into my problem and see if they could resolve the issue. Nothing of the sort. Nothing had been done. Surprised?

To their credit, I received my requested phone call (using the link previously sent to me on messages) within two minutes. George, my guide (!) was stumped. He was aware of the widespread problem, but not of the solution to it. To his great credit, he sought out further advice which he then shared with me (as outlined above). Before testing the offered solution I had to go to collect a grandchild from his school; George said that he would phone back at a specified time, which he did. Very impressed. Big thank you to George.

Obvious question: why is this information not provided with the hub ( ie, don’t change the default wi-fi name and wi-fi password until you have linked the hub with the EE App) and why is this information not circulated on this forum and/or on the appropriate section of the EE website?

Anyway, back to those WiFi extenders. Any thoughts on those?!

Cheers.

Re: EE App not Connecting to EE Smarthub

JimM11 — Fri, 14 Jun 2024 16:16:49 GMT

@MickeyMost2 App was updated to version 5.39.0 (android) today as far as i know, came up on opening with new screen and accept etc, so check your version. Try connecting your Smart Wifi extenders via the network cable option. Option you have got may be fine, some change from the default values of the router card for a few different reason's. Link if you need it and explains led status as well, but solid red is a problem?.

https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi

https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi

Messing with the SSID of the router may have upset the Smart WiFi devices, so they may require the pinhole reset on those devices only, before resetting. Post back which method you use, app/network wep/ network cable, will be useful for future. I set the SSID / password and admin password right out of the box, even before connected and activated on the EE network, and did not use or install the app until all the (lack of settings) via web interface were found, that established you HAD to use the stupid mobile app to do required!!!

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Fri, 14 Jun 2024 20:41:58 GMT

Once again, many thanks. I will check the app and update as is required; would be useful if there were notifications made to customers by EE that an updated version has been created. D’oh!

I tried almost everything to reactivate the WiFi extenders. Looks like you hit the right button with the suggestion that I connect them directly via Ethernet cable to the hub. When I did this the connection was almost immediate and I was able to disconnect the power cable, relocate each device, switch on…….and watch the lights turn acqua blue!

The app now tells me that two of the extenders are too close to the hub so will work on that tomorrow. Otherwise I was able to rename each extender and control their light brightness.

Success!

Thank you for all your help. PS I received a £20 credit to my account for my inconvenience, which I think thoughtful; I had not asked for anything.

Re: EE App not Connecting to EE Smarthub

Swordfishradio — Sat, 15 Jun 2024 05:51:35 GMT

I fixed mine by logging in with my old BT email address which just so happened to be my new EE I'd as well.

Not sure if you have been moved from BT?

I have to say that the customer service is dire. Not a patch on BT.

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Sat, 15 Jun 2024 12:08:35 GMT

Hi. Yup, I moved from BT about one month ago, tempted by wifi6 and a saving of £10 per month on what I was paying for FTTP 1GB broadband. Generally pleased with broadband and (after the hiccup mentioned before) the WiFi extenders. I thought the customer service with BT excellent and liked in particular having the dedicated support line for FTTP customers. I thought the changeover would be just a change of branding and that the underlying structures would remain. Like you, this has not always been my experience.

Within days of receiving the Superhub Plus I was asked to return my equipment….the Superhub Plus! I thought it a slip of language and sent my old BT hub. But no, continual reminders to return the equipment or a charge would be made. WiFi extender not delivered. I phone to enquire about the extender as I have been provided with a Royal Mail tracking number. This shows the delivery is going nowhere. My ‘guide’ from Hull incorrectly tells me that it is my problem and that it is I who need to follow up with Royal Mail. I try to convince her otherwise before being told to stop being aggressive. End of conversation. What to do? I then check with Royal Mail thinking I might be wrong, despite some background in consumer legislation. There it is confirmed that it is the sender of a parcel who has to make any enquiry relating to the failed delivery of a parcel; the recipient cannot do so. Surprise . So much for ‘guide’ training. Might also want to look up the difference between assertiveness (trying to place the factual situation before the argued and incorrect response ) and aggression. Pity all the guide’s managers were at a meeting and could not speak with me, Might also want to understand frustration when a customer is being openly told the wrong information. Not impressed.

Anyway, in contrast, another so called guide arranges for the extender to be delivered when I call the next day; she understands the realities of the situation and apologises for failed delivery. Impressed.

Several days later and my request for a further two extenders (rather than having to wait and phone again for the third) is met with a positive response, rules are bent and two extenders delivered. Again, impressed.

Continued massages to return the new Superhub result in another phone call to EE. Sympathetic so called guide. Cannot understand why EE are asking for the return of the new equipment, apologises, records on the system that the product has been returned (!) and asks if she can help in any other way. I ask to return the three old BT WiFi extenders and she agrees to send a return bag. Once again, I was impressed.

However, not impressed to then continue to receive messages asking for return of equipment from EE before I even receive the new return bag. Is this still for the Superhub or for the BT WiFi extenders? I have no idea…….but will wait to see.

There you have my experience, a mixed bag. Good when it is good, dreadful and unacceptable when it is poor. On reflection I am disappointed at the amount of time I have had to waste in responding to EE’s failures in their own administration and customer service. It should not happen. Combine this experience with the protracted difficulties of getting the EE App to connect to the Superhub and I would say, on reflection, that I regret the move to EE and could not recommend EE in the way that I would have readily done with BT. Such a shame. I wanted it to be a success.

Re: EE App not Connecting to EE Smarthub

Swordfishradio — Sat, 15 Jun 2024 13:02:12 GMT

Excellent post.

There must be hundreds maybe thousands of ex BT customers with similar issues.

Their Twitter account cherry picks the tweets to respond to and it seem the best way to get anything done is to actually lean back on BT.

I now have 4 useless Hybrid Connect devices of which none work and they just keep sending them. I have been doubled billed and had complaints raised and then closed for no reason.

I'm 3 months in and still don't have the service I'm paying for.

Even the guides have admitted its been an abject mess of a handover with some not even cross trained on the support systems.

I wish EE had just stuck with mobiles and BT with Broadband.

It's such a mess.

Re: EE App not Connecting to EE Smarthub

MickeyMost2 — Sat, 15 Jun 2024 20:07:21 GMT

Gosh. So sorry to learn of your poor experiences. Pretty basic failures on the part of EE, sadly. Difficult to know where you are to go when you are facing what appears to be pretty basic organisational and technical shortcomings.

Amongst other things, these failures expose EE ‘customer facing’ employees to the difficult task of responding to customer frustrations, as you yourself have experienced . Perhaps, even worse, creating situations where EE employees haven not been equipped with the appropriate knowledge and skills to meaningfully respond to genuine customer concerns arising from poor and, frankly, unacceptable service. Again, this sounds like your experience.

Genuinely makes you wonder how the organisation could get it so badly wrong. Unless I am wrong, the switch from BT to EE was a change of badge for marketing purposes only…..a ‘new’ branding which underpinned the integration of the services which an enlarged BT could offer following the purchase of EE. Looks like the new structures, technology and systems have not been fully tested resulting in a defensive responses and denial of shortcomings.

The result is frustrated and unhappy EE customers like you………and, to a degree, me.

There is no consolation other than knowing that if EE doesn’t undertake a reality check, the growing level of customer discontent will impact on reputation and consequent uptake of services. A well worn path, a path trod by other organisations which believed they were too big to fail.

In the meantime I suggest you put your complaints in writing and email them to EE; keep records and respond wherever your concerns are not addressed. Useful for Ofcom.

Re: EE App not Connecting to EE Smarthub

Hardspace — Mon, 28 Oct 2024 22:42:36 GMT

did anyone find a solution to this.. i moved over from BT 3 months ago and still can't pair my hib to the app

Re: EE App not Connecting to EE Smarthub

Peter_W — Tue, 29 Oct 2024 11:17:42 GMT

Good morning @Hardspace, welcome to the EE Community!

Just to be sure, are you trying to pair your Hub via the main EE app, or the dedicated EE Home app?

The EE Home app was designed to work with our older Hubs, and for new connections these are managed through the regular EE app.

Peter

Re: EE App not Connecting to EE Smarthub

ernes — Fri, 08 Nov 2024 11:07:59 GMT

Hi @Peter_W ,

I am completely new to EE and I also have the same problem.

Using the main EE app, newly delivered smart hub plus, tried different devices (iPhone, iPad) to connect. All unsuccessful.

Install/Uninstall - doesn't fix the problem. Restart, nothing.

Ernesto,

Re: EE App not Connecting to EE Smarthub

ernes — Fri, 08 Nov 2024 13:54:24 GMT

Update: Logging in to the hub via web (192.168.1.254) and changing both the SSID and password has now made the app work for me!