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?

[Pacman60]

Will do, mate.

[Pacman60]

@bobpullen 
Alright mate. Still wasn't working today so i tried a different approach.
I had already manually setup the new EE Smart hub.
Everytime I tried to pair with the hub from the app my options were, scan the QR code or enter router details manually.
I chose manually which links you to your settings but i had nothing to connect to as I had already configured a new SSID and passphrase, which i was already connected to. I tried disconnecting and reconnecting, and then going back to the app, but that didn't trigger the next stage.
I chose manual again but this time connected to the EE wifi(the one available free to any customer that your router broudcasts). I used my BT credentials(EE creds didn't work) to connect, and that was enough for the app to pair with the router.
I hope that makes sense, very weird but it worked for me. 
I hope that helps.

[JimM11]

@Pacman60 The EE Smarthub+ does not transmit the EE-WiFi ssid so other user can be aware. HTH

[Pacman60]

I can't see it now, but it's what I connected to.
I could have the name slightly wrong.

[JimM11]

@Pacman60 Don't think you got the name wrong, as you have got details pretty much as expected, not perhaps a neighbour close by with an older BT router, they are still transmitting the wi-fi ssid, and has also changed from BT to EE id, i can tell from one of my close neighbours routers as he is still with BT. But glad you got it working....

[Pacman60]

@JimM11 I just realised what it could be. When i rebooted my router it appeared again, could be the EE Hybrid 4G perhaps?
I can't think of anything else as my neighbours are using SKY and Virgin.
Ta

[JimM11]

@Pacman60 If you switch off the Hybrid the SSID should disappear if it is that, pretty poor deal if it is as you require as much bandwidth as possible without public jumping on it... You do have the new EE Smarthub+ router, is that correct? 

[Philo_uk]

Nearly 12 months and app still won’t sync. Spoke to that many people at ee time to give up and ditch them when the term is up. I was forced to move to them from bt. Disgusting service and nothing but issues since moving to them, 

[Philo_uk]

They are awful, they don’t care and don’t know how to fix the issues.