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

[MrJohnH]

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.

[Andye01]

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

[JimM11]

@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.

[MrJohnH]

@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.

[JimM11]

@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

[Andye01]

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. 

[JimM11]

@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?

[Andye01]

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.

[Rach23110]

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

[RarelyMagic]

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.