EE Smart Hub Pro On the EE app

[johnels791]

Hi all,

i’m wondering if anybody can assist me please. I have the EE Smart hub pro router but the app has changed and now says that I have a smart hub plus after deleting and reinstalling the app. I can’t see a way to change the router that I have on the app and some of the features aren’t working correctly. Has anyone experienced this and found a workaround? 

both the router and the extender are paired and working correctly as they should just seems to be an issue with the app.

thanks 

John 

[Christopher_G]

Hi @johnels791 

Is it just the image in your EE App that is showing the incorrect router?

Chris

[johnels791]

No it actually names the router. And some of the controls and speed test don’t work.
It can see my WiFi details and attached devices.

[Mod Edit: Removed email signature]

[Christopher_G]

OK, thanks @johnels791 

It may be worth speaking with our Customer Support team so they can see if anything needs to be updated from our side.

Chris

[johnels791]

Thanks Chris, 

I have tried but can actually get any options for the app team when phoning and using the online optionsThe guides with the broadband team doesn’t seem to have the resources to assist. 

is there any direct contact or options I'm

missing? 

[Christopher_G · Accepted solution]

If you follow the options for broadband technical support, they should be able to hep with any broadband related app issues, @johnels791 

Chris

[teekster]

Hi @johnels791  - did EE solve this for you?
I have the exact same issue, but the difference I have is I purchased my Home Hub Pro privately from eBay. I've done a factory reset, EE have done a reset, but for whatever reason, the latest EE App does not pair to the Home Hub Pro. I mainly need to control/manage Wifi Controls and Parental Controls. 

I read a separate post on the community about not changing the SSID and password, but we've had the default EE one what came with the Home Hub Pro. 

Any help would be greatly appreciated. Thanks

[bobpullen]

@teekster - at what point in the process are things failing?