EE app wont sync with router

[SixyBeast]

Hi there - I got moved from BT to EE a few days back, 900MB connection with a Smart Hub Plus. Since Thursday i've been trying to link the app with the router and it fails every time at the point I scan the router QR code to link the app. It pinwheels and then gives the message:

'We couldn't pair with your hub just now.

Our fault'

Then the app crashes - i've uninstalled, cleared cache, reinstalled multiple times but nothing works. I've tried this on both a Pixel 6 mobile and a Samsung S6 tablet - same problem on both.

This means I have no access to parental controls or the finer wifi controls - I can log in directly to the router using IP but it doesn't allow me access to either of these.

Is there anything else I can try before I call EE directly and open a complaint?

[JimM11]

@SixyBeast Do you know which app and version number that you are using on the mobile devices latest for android is 5.39.0? If you login to EE with your EE ID, can you see your account or not?

[SixyBeast]

@JimM11 just checked and the version for the app is 5.39.0 (854948)

I can log in to the EE app with no problem, I just can't complete the Wifi controls setup which means i'm missing crucial functionality. I am also using the default login/password that came with the router, this hasn't been changed.

[SixyBeast]

How odd, after 2 days of trying, it's suddenly just worked!

[JimM11]

@SixyBeast Does take a few days for info to sync up and get through, would still be good information though, you are using the latest EE work,home,play version, changed over registered EE ID, and just re-did the configure app/router after couple of days since install and now working. If you find anything that does not work let the forum know. Glad you got it going.👍

[SixyBeast]

Hi - to confirm, i'm using the latest EE version, 5.39.0 (854948) - i'd been able to login and see my bills/etc immediately on Thursday, I was just unable to complete the wifi connection.

Yes, just tried again as i'm persistent and it just worked. Strangest thing, hadn't changed anything at all in what I was doing.

[JimM11]

@SixyBeast Thanks for posting back.

[Pacman60]

Thanks for the info. I switched from BT to EE yesterday, still having the same issue as you described today.
I guess I will have to be patient 🙂 

[bobpullen]

@Pacman60 - do let us know how you get on.

[AlfonzoFonatine]

I changed to EE from BT 2 weeks ago had BT no issues great wi-fi for 4 years contract ended so renewed for 2 years that same day loss of connection wi-fi awful spent a week trouble shooting. Was promised switch to EE its cheaper faster and £10 unlimited SIM Yayy oh and your BT disks defiantly will still work.

Switched BT disks dont work and cannot link App to the Hub, lost Norton Password manager and AntiVirus and home wi fi signal sucks, 2 x BT disks sat there doing nothing when it was perfect for 4 years, cant even do parental controls now and all tech support say is 'factory reset the hub' (and reset up all your devices)

Ever felt let down???