topic Re: EE Home & My EE App wont work with new Smart Router in Broadband & Landline

EE Home & My EE App wont work with new Smart Router

MrJohnH — Tue, 11 Jun 2024 15:21:34 GMT

I'm getting beyond fed up with EE. I've upgraded to new faster broadband router in order to have more control but it does not work.

The EE Home app won't connect to the router, I've tried to reset the router back to factory default, I've removed and reinstalled the app several times on mayn different devices and it wont connect to the router even when trying to connect via the QR code or manually inputting the network name and wifi password.

I tried to use wifi controls button when in the My EE app and even this won't work. All I want to be able to do is add devices to groups and be able to block th internet for specific devices to get the kids off the wifi.

Re: EE Home & My EE App wont work with new Smart Router

Andye01 — Tue, 11 Jun 2024 15:34:55 GMT

I have the same problem and EE have been no help.

Re: EE Home & My EE App wont work with new Smart Router

JimM11 — Tue, 11 Jun 2024 16:09:08 GMT

@MrJohnH There are 2 apps in the store, the EE home app is not compatible with the latest Smarthub+ router if that is the one you have.

Re: EE Home & My EE App wont work with new Smart Router

MrJohnH — Tue, 11 Jun 2024 16:19:19 GMT

@JimM11 Which app should I be using then in order to manage devices please? If I use the ee app and select manage from the bottom icon and select broadband I get a message saying page failed to load there’s something wrong at our end.

Re: EE Home & My EE App wont work with new Smart Router

JimM11 — Tue, 11 Jun 2024 16:22:15 GMT

@MrJohnH Which router do you have? This app for the latest router latest version is 5.38.0 for android.

https://play.google.com/store/apps/details?id=uk.co.ee.myee

Re: EE Home & My EE App wont work with new Smart Router

Andye01 — Tue, 11 Jun 2024 19:07:04 GMT

I have the Smarthub Plus and the latest version of the app for iPhone. The mobile details on the app are fine but it will not connect to the hub.

Re: EE Home & My EE App wont work with new Smart Router

JimM11 — Tue, 11 Jun 2024 19:14:48 GMT

@Andye01 Have you called or spoken to EE CS, i have no experience with any IOS systems so cannot comment, appears that some customers are having issues both Android/Apple. Does your EE ID work etc to see bills?

Re: EE Home & My EE App wont work with new Smart Router

Andye01 — Thu, 13 Jun 2024 09:02:43 GMT

Thats not the one I have, my mobile has linked but not the BB. EE tell me this morning that there is a problem with the app when customers come over from BT.

Re: EE Home & My EE App wont work with new Smart Router

Rach23110 — Fri, 05 Jul 2024 11:11:25 GMT

Hi!!!!! To all struggling! I read this feed and called EE. Whilst on the phone, we tried the usual. The kind bloke put my new broadband on to a different email I hadto split the accounts. I then just logged in to the normal EE app with the new account and was able to set up my hub and do parental controls. Wanted to let you all know asap xx

Re: EE Home & My EE App wont work with new Smart Router

RarelyMagic — Fri, 25 Oct 2024 08:38:47 GMT

Having the same problem, spoke to EE, they can get me so far and then I get a message saying 'you have already saved these details" the rep then tells me I should see a smart hub in my app, yet I cannot and here lies the problem. I've deleted the app and reinstalled, I've turned off and back on again the router, yet everytime it tells me I need to set up WiFi controls and pair with Hub and so begins the problem all over again.

5 days into the new contract having moved from BT and this is the sh*t show they produce.

Re: EE Home & My EE App wont work with new Smart Router

Leanne_T — Fri, 25 Oct 2024 12:19:09 GMT

Hi there @RarelyMagic

Thanks for coming to the community.

I am sorry the pairing is not working for you in the app, if you could please get back in touch with our broadband guides and they will continue the troubleshooting with you to get this looked into.

Thanks.

Leanne.

Re: EE Home & My EE App wont work with new Smart Router

Richard500 — Wed, 04 Feb 2026 13:47:55 GMT

I have been having the same issues with the App, plus I can't change the wifi address so can't change the Admin password, even if the App opens I can't select anything.

Re: EE Home & My EE App wont work with new Smart Router

XRaySpeX — Wed, 04 Feb 2026 16:38:26 GMT

@Richard500 : What is the name of the EE BB plan you are on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: EE Home & My EE App wont work with new Smart Router

Richard500 — Wed, 04 Feb 2026 18:55:22 GMT

Sorry , I can't find a name for the product but is "up to" 900mbps / delivering 700???
it's running fine.

It's just that I load the Settings page but can't enter any passwords. Even starting up the IP address is Https ....

I have rebooted the router - no change
It's as if I am lock out.

Re: EE Home & My EE App wont work with new Smart Router

Richard500 — Wed, 04 Feb 2026 18:57:04 GMT

I will call the number you let me have

Thank you for your advice

Re: EE Home & My EE App wont work with new Smart Router

Richard500 — Wed, 04 Feb 2026 18:58:26 GMT

I am pairing ok, it's gaining access to enable me to change the passwords to something I can recall easier.