topic Re: EE app wont sync with router in Broadband & Landline

EE app wont sync with router

SixyBeast — Sat, 22 Jun 2024 10:51:48 GMT

Hi there - I got moved from BT to EE a few days back, 900MB connection with a Smart Hub Plus. Since Thursday i've been trying to link the app with the router and it fails every time at the point I scan the router QR code to link the app. It pinwheels and then gives the message:

'We couldn't pair with your hub just now.

Our fault'

Then the app crashes - i've uninstalled, cleared cache, reinstalled multiple times but nothing works. I've tried this on both a Pixel 6 mobile and a Samsung S6 tablet - same problem on both.

This means I have no access to parental controls or the finer wifi controls - I can log in directly to the router using IP but it doesn't allow me access to either of these.

Is there anything else I can try before I call EE directly and open a complaint?

Re: EE app wont sync with router

JimM11 — Sat, 22 Jun 2024 11:48:25 GMT

@SixyBeast Do you know which app and version number that you are using on the mobile devices latest for android is 5.39.0? If you login to EE with your EE ID, can you see your account or not?

Re: EE app wont sync with router

SixyBeast — Sat, 22 Jun 2024 12:38:19 GMT

@JimM11 just checked and the version for the app is 5.39.0 (854948)

I can log in to the EE app with no problem, I just can't complete the Wifi controls setup which means i'm missing crucial functionality. I am also using the default login/password that came with the router, this hasn't been changed.

Re: EE app wont sync with router

SixyBeast — Sat, 22 Jun 2024 12:47:27 GMT

How odd, after 2 days of trying, it's suddenly just worked!

Re: EE app wont sync with router

JimM11 — Sat, 22 Jun 2024 13:12:48 GMT

@SixyBeast Does take a few days for info to sync up and get through, would still be good information though, you are using the latest EE work,home,play version, changed over registered EE ID, and just re-did the configure app/router after couple of days since install and now working. If you find anything that does not work let the forum know. Glad you got it going.👍

Re: EE app wont sync with router

SixyBeast — Sat, 22 Jun 2024 13:17:01 GMT

Hi - to confirm, i'm using the latest EE version, 5.39.0 (854948) - i'd been able to login and see my bills/etc immediately on Thursday, I was just unable to complete the wifi connection.

Yes, just tried again as i'm persistent and it just worked. Strangest thing, hadn't changed anything at all in what I was doing.

Re: EE app wont sync with router

JimM11 — Sat, 22 Jun 2024 13:20:16 GMT

@SixyBeast Thanks for posting back.

Re: EE app wont sync with router

Pacman60 — Wed, 10 Jul 2024 12:48:27 GMT

Thanks for the info. I switched from BT to EE yesterday, still having the same issue as you described today.
I guess I will have to be patient 🙂

Re: EE app wont sync with router

bobpullen — Wed, 10 Jul 2024 15:04:52 GMT

@Pacman60 - do let us know how you get on.

Re: EE app wont sync with router

AlfonzoFonatine — Wed, 10 Jul 2024 15:28:46 GMT

I changed to EE from BT 2 weeks ago had BT no issues great wi-fi for 4 years contract ended so renewed for 2 years that same day loss of connection wi-fi awful spent a week trouble shooting. Was promised switch to EE its cheaper faster and £10 unlimited SIM Yayy oh and your BT disks defiantly will still work.

Switched BT disks dont work and cannot link App to the Hub, lost Norton Password manager and AntiVirus and home wi fi signal sucks, 2 x BT disks sat there doing nothing when it was perfect for 4 years, cant even do parental controls now and all tech support say is 'factory reset the hub' (and reset up all your devices)

Ever felt let down???

Re: EE app wont sync with router

Pacman60 — Wed, 10 Jul 2024 20:56:36 GMT

Will do, mate.

Re: EE app wont sync with router

Pacman60 — Thu, 11 Jul 2024 12:02:05 GMT

@bobpullen
Alright mate. Still wasn't working today so i tried a different approach.
I had already manually setup the new EE Smart hub.
Everytime I tried to pair with the hub from the app my options were, scan the QR code or enter router details manually.
I chose manually which links you to your settings but i had nothing to connect to as I had already configured a new SSID and passphrase, which i was already connected to. I tried disconnecting and reconnecting, and then going back to the app, but that didn't trigger the next stage.
I chose manual again but this time connected to the EE wifi(the one available free to any customer that your router broudcasts). I used my BT credentials(EE creds didn't work) to connect, and that was enough for the app to pair with the router.
I hope that makes sense, very weird but it worked for me.
I hope that helps.

Re: EE app wont sync with router

JimM11 — Thu, 11 Jul 2024 13:07:35 GMT

@Pacman60 The EE Smarthub+ does not transmit the EE-WiFi ssid so other user can be aware. HTH

Re: EE app wont sync with router

Pacman60 — Thu, 11 Jul 2024 17:58:28 GMT

I can't see it now, but it's what I connected to.
I could have the name slightly wrong.

Re: EE app wont sync with router

JimM11 — Thu, 11 Jul 2024 18:21:09 GMT

@Pacman60 Don't think you got the name wrong, as you have got details pretty much as expected, not perhaps a neighbour close by with an older BT router, they are still transmitting the wi-fi ssid, and has also changed from BT to EE id, i can tell from one of my close neighbours routers as he is still with BT. But glad you got it working....

Re: EE app wont sync with router

Pacman60 — Thu, 11 Jul 2024 18:30:29 GMT

@JimM11 I just realised what it could be. When i rebooted my router it appeared again, could be the EE Hybrid 4G perhaps?
I can't think of anything else as my neighbours are using SKY and Virgin.
Ta

Re: EE app wont sync with router

JimM11 — Thu, 11 Jul 2024 19:05:35 GMT

@Pacman60 If you switch off the Hybrid the SSID should disappear if it is that, pretty poor deal if it is as you require as much bandwidth as possible without public jumping on it... You do have the new EE Smarthub+ router, is that correct?

Re: EE app wont sync with router

Philo_uk — Mon, 11 Nov 2024 23:07:07 GMT

Nearly 12 months and app still won’t sync. Spoke to that many people at ee time to give up and ditch them when the term is up. I was forced to move to them from bt. Disgusting service and nothing but issues since moving to them,

Re: EE app wont sync with router

Philo_uk — Mon, 11 Nov 2024 23:09:10 GMT

They are awful, they don’t care and don’t know how to fix the issues.