Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

EE App Smart Wifi - cant connect

GMellon
Investigator
Investigator

‎18-03-2024 08:47 PM

EE app installed.  Router already setup and working. Phone connected to router wifi, no problem. I'm in the EE app, middle option Smart WiFi. I click router is already set up. I click enter details manually. I click I'm connected now (as I'm already connected in settings). Message dislays 'It wasn't possible to connect to the network. Please try again.' 

Does anyone know how to resolve this please?

0 Helpful
28 REPLIES 28
JimM11
Brilliant Contributor
Brilliant Contributor
In response to clivepocock

‎22-07-2024 01:05 PM

@clivepocock What version of the EE app are you using?

0 Helpful
clivepocock
Investigator
Investigator

‎22-07-2024 01:26 PM

Hi Jim - I downloaded the latest on Friday and it says 4.1.15

Thanks for helping

0 Helpful
JimM11
Brilliant Contributor
Brilliant Contributor
In response to clivepocock

‎22-07-2024 04:42 PM

@clivepocock Which router are you using? If the EE Smarthub+ Then the latest is 5.41.0. There are 2 apps in the store, so post which router you have, but if the same as the one posted above, then the correct version is also indicated.

0 Helpful
clivepocock
Investigator
Investigator

‎22-07-2024 08:15 PM

@JimM11 I have a Smart Hub SH31B Model :F5394-CP EE - and my order verbiage states  "Smart WiFi Plus Device
Smart Hub Plus".

Looking at the EE apps in the appstore I realised I might have confused things . The app I am talking about is EE Home (teal with a House and Wifi symbol)  and I have the latest version 4.1.15. I think the app you are referencing is the EE app (teal with EE on the icon) which does have a 5.41.0 but the latest version is 5.42.0.

 

0 Helpful
Chris_B
EE Community Star
EE Community Star
In response to clivepocock

‎22-07-2024 08:19 PM

@clivepocock   You don’t need the EE home app as that’s for the legacy BB router.  You just need the EE app.   

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
JimM11
Brilliant Contributor
Brilliant Contributor
In response to clivepocock

‎22-07-2024 08:19 PM

@clivepocock You have to use the later, EE Home is not designed to work on the latest router, 5.42.0 is it, obvious mine has not updated yet, but they update the app like a yoyo at present.....

0 Helpful
Gary_H
Established Contributor
Established Contributor

‎22-07-2024 08:20 PM

I have the same issue. Even reinstalled the app and it doesn't work. What's the point of having WiFi controller on an app if you can't use it.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to Gary_H

‎22-07-2024 08:21 PM

Not a lot!

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
JimM11
Brilliant Contributor
Brilliant Contributor
In response to Gary_H

‎22-07-2024 08:22 PM

@Gary_H Agree completely apps on mobiles are not the way to go.....

Gary_H
Established Contributor
Established Contributor
In response to JimM11

‎22-07-2024 08:28 PM

I am going to try something on Saturday if it works I will come back to you all. Unfortunately I can't test my theory until then due to other people being in the house.