EE Hub 3 pair with app issues

[Holiam]

I have a EE hub 3 and I am unable to pair with the app. I am using android, Google pixel 7 and the most up to date version of the app 5.44.0.

I have tried now two seprate hubs. Two seprate devices.

I have manually and via the interface reset the hub. 

I have deleted/uninstalled the app multiple times including clearing the cache. I also contacted support and got them to do a refresh on their end. 

I have tried manually pairing being connected to the WiFi. And the option scanning the qr code too. 

I have no VPN active and am connected to the app via WiFi and it still can't find the hub. 

I even tried with traditional SSID name and password and also changing the SSID and password and trying that too. 

If you look at the forums this is a problem lots are having when will EE acknowledge and fix this bug. 

I have tried several times over server days still with no luck. 

Either sorry unable to pair error or no error at all just sits there for several minutes with the rotating loading ring

I do have a workaround accessing the hub but the web interface 192.168.1.254 which works but it would be nice for this bug to be acknowledged and fixed as it appears to be an issue many people are having.

[Peter_W]

Hey there @Holiam 

Welcome to the EE Community!

I'm glad to hear that you've managed to find a workaround in the meantime, but I totally appreciate you'll want all of the app features to work as intended. 

I can see you've mentioned ensuring the app is up to date; is your phone fully up to date too?

Have you had a chance to try a different handset as well to see if the problem carries over?

Peter

[Holiam]

Hi Peter, 

My app is currently version 5.45.0

I did try two devices but they are both Google pixel 7's on android. I can confirm both the devices are also up to date. 

Many thanks 

[malachitmorris]

I had this issue after switching from BT to EE. They replaced my hub with the Hub 3 and I still can't manage my hub. 

The 192.168.1.254 workaround doesn't work for me and says settings are managed in the app which doesn't work.

I also have reset the hub and app, updated and refreshed, which let's be honest never makes a difference, I even asked for the hub to be linked to my account manually which they assured me was done.

I'll be leaving EE because of it. It is in the contract so check yours. It's a good get out of jail. BT is the same company but their stuff works. No app functions = no contract. 

[Peter_W]

Thanks for confirming that, @Holiam.

When you've mentioned using two different hubs, was this replaced by our team, or did you source this elsewhere? 

Also was it a full factory reset you've tried on the Hub, or just a restart?

Peter

[XRaySpeX]

Which EE router are you calling "EE Hub 3". Look at its label or post an image of it.

[Holiam]

Hi Peter, 

Sorry for the delay. Both have been provided by EE support and are official EE hub 3's 

I have done manual with pin and digital resets on the hub. 

I try to connect the hub to the app each day, still not working.

I called support also and did it with them on the phone 

We only have pixel 7's but I have tried two different devices, still no luck. 

This is definitely a bug. I am not the only one to experience this issue. 

Kind regards 

Liam

[Holiam]

 

 Redacted version above 

[XRaySpeX]

That is actually the EE Smart Hub (2023), the last but 1 router supplied by EE as of the present time.

[stinkyplum]

I'm having the same problem, I think. The app just searches and searches. I've tried with a Pixel 8 Pro and an iPhone 14. I've tried both with an EE Smart hub (like the one above) and a BT Smart hub 2. Am using My EE v5.47.00. I spent an hour and a half on the phone to customer services over the weekend, and more time trying to get the stupid app to pair with the hub.

The internet is fine, I just need to get the parental controls set up.