REsOLVED AT LAST . Hi, I’ve had the same problem in fact the identical problem since joining EE coming from BT.
Every time I use the app, the new one it would always pick up my BT router, even though I had plugged two replacement EE smart plus routers in, It didn’t matter what route I plugged in it would always pick the BT one up
Spoke to customer Services God knows how many times and went through uninstall the app and reinstall the app reset it was pointless. It just never worked always picked up the BT router.
An engineer around and he said he had no idea because it was a software issue with the app,
I had also tried using the Home app, but it wouldn’t allow to connect to my network and wouldn’t pick up the router, So I went back to the new app
I tried it just after the engineer had left, Although I had tried a manual set up many times before and the discord just spin and not connect this time I asked me for an admin password for the router. Thought I’d give it a guy and it and picked up my new smart router..
The engineer did nothing except the line, Customer service did nothing
The only difference I could spot was that my web protect was now turned off before it was turned on, I can’t remember turning it off or finding a switch that turned it off maybe I did maybe they did but whatever happened the web protect was turned off, And from that point onwards, I can fully manage my router Wi-Fi by the app.
After months of trying and trying and getting incredibly frustrated and failing, I’m exceedingly happy it’s now working, Hopefully this will help, All I can think of it must be that web protect turned on the block Access to the router At least that’s what it was in my case,
Dave
