EE app not working to manage Smart Hub Plus

[garywood84]

I've hit yet another snag since moving over from BT to EE: when I open the app and go to manage my broadband, and select WiFi, it says I can't manage the settings because I'm not connected to my home WiFi. But I am: the router shows the phone as connected and active and I can access the internet. 

Anyone else had this and did you find a fix?

[Dolphin222]

Hi paddy we have the exact thing I’m trying to sort out the Wi-Fi control so I can turn to devices on and off but just comes up with an error message. I’ve reinstalled the app a few times reset the router but nothing 😞

[Dolphin222]

In fact, I can’t even see any devices. I can’t even get onto the Wi-Fi management bit

[samjhathaway]

Hi, I’m having the exact same problem since I was moved from BT to EE. I’m unable to use the EE home app or use WiFi controls which I need to dim the light on my smart hubs. Please can I be contacted about this? The overall experience hasn’t been great at all. 

[Daniel-S]

Hi @samjhathaway,

I'm sorry to see that you can't get access.

This needs to be raised as a fault so that our technical management centre (TMC) team can pick this up for you.

It would be quicker for you to call and have a call back scheduled with this team.

We can look into this for you either but it would take 5 working days before we could get back to you and then ask TMC to investigate it.

Thank you
DanielS

[v6villan]

Having same issue . Had new hub plus today . It  paired fine with the EE app and was able to use  WiFi enhancer 

3 hours later hub is  no longer paired  to EE app so can't use wifi enhancer 

Once again uninstall  app factory  reset hub plus. Then when  I go to re pair the hub with the app again , it tells me settings already saved  and I can't progress any further 

So wifi enhancer worked once and he hub plus  stayed connected  to app for around 2 hours before failing again

Joke of a service that needs reporting to ofcom .Advertising services they can't provide on a consistent basis . Wish i'd just stayed with BT. Tech support no help at all spoke to 3 today and not one of them knew what wifi enhancer was .   

[Chris498]

I too have the same issue. I am connected to my EE Smart Hub Plus but when I open the app and go to manage my broadband, and select WiFi, it says I can't manage the settings because I'm not connected to my home WiFi. Would appreciate some help please. 

[Neil-O]

@Chris498 I'm sorry about that, please can you try uninstalling and reinstalling the app?

Thanks

Neil

[Chris498]

Hi Neil-O

I did that and now it wants to update the router but it fails. I had "fun" with the original installation in December when EE could not link my account and I setup the router manually following their guidance (WiFi network name and password are not the EE default) and I have previously tried resetting the router to no avail. 

[Kaiser-sosa]

Latest update as of 21/02/2024

The hub manager is at least 2 firmware updates behind the current version, hence the network mapping is not in sync with the app mapping, the app still has many issues for me none of which have been resolved to date, cannot turn on safe search , still getting not connected to my wifi, mapping is all over the place, says Amazon Alexa is connected via ethernet, speed test crashes most of the time, still have a cloning issue of wifi extenders EE have confirmed this is something they are aware of & there is a team looking into things.

I have 3 wifi extenders on the second floor & I never get more than 2 bars of wifi on portable devices, ive also never seen anything connected to the wifi extenders bar an Amazon Alexa via ethernet which is not possible, the app shows 5 devices connected to a study extender when I open the extender no devices connected.

I have now received a letter guiding me to contact the Ombudsman which I have done.

I have had many issues since day 1 of the new package & 10 weeks in no resolution at all !

[Kaiser-sosa]

Latest update as of 21/02/2024

The hub manager is at least 2 firmware updates behind the current version, hence the network mapping is not in sync with the app mapping, the app still has many issues for me none of which have been resolved to date, cannot turn on safe search , still getting not connected to my wifi, mapping is all over the place, says Amazon Alexa is connected via ethernet, speed test crashes most of the time, still have a cloning issue of wifi extenders EE have confirmed this is something they are aware of & there is a team looking into things.

I have 3 wifi extenders on the second floor & I never get more than 2 bars of wifi on portable devices, ive also never seen anything connected to the wifi extenders bar an Amazon Alexa via ethernet which is not possible, the app shows 5 devices connected to a study extender when I open the extender no devices connected.

I have now received a letter guiding me to contact the Ombudsman which I have done.