EE Smart Hub Pro

[Sehafr]

I have a problem with my EE app and my router following a failed upgrade of my tariff during the process. A return was marked on my Smart hub pro which for some reason could not be cancelled. The only option that the person had from EE was to mark the hubs returned to stop the returns process. I can now no longer pair my hub with my app. I’m wondering whether or not EE hubs are actually registered against the user account and following the return of this hub supposedly on the system end this now means that it no longer registers the hub to me. Is this the case or is there another reason why I can no longer pair my hub  to my app? I’ve tried numerous times to delete the app and reinstall. I have factory reset my hub four times now, I have kept the Wi-Fi credentials exactly as they are to make sure that doesn’t interfere with the process but to no avail when I try to pair it just hangs. Need to get this problem sorted as I can’t properly manage my Wi-Fi.

[XRaySpeX]

Does your router work as a BB router aside from pairing with the app?

[Sehafr]

Everything with the route is fine the broadband works I can connect devices to it. They all have Internet access and I’ve been able to connect my extenders using the web face. I just can’t pair it with the app. It just hangs and just keep saying pairing

[Sehafr]

just get this forever 

[XRaySpeX]

Then why bother with the app? Your devices can get on the Net OK with the router. What do you want from the app that you can't get from the router?

Last time I tried to pair to the app it failed. I don't care; I can do without it.

Your particular router is recorded against your a/c purely from the point of view of it being loaned kit that needs to be returned when you leave. This does restrict the use of the router in any way.

[Sehafr]

I need the parental controls

[JimM11 · Accepted solution]

@Sehafr There has been mentioned by previous post's that EE have looked seen the router serial did not match the records that they had, corrected and fixed issue's, not sure if it was an app not working etc, but for sure you need parental controls then you need the app working, no other way off doing it, call to EE CS to get it all sorted out, that's the only way, even if it is a router swap out to correct, sometimes the computer just say's no and nothing EE CS can do, unless Technical Support can work some magic for you.