HIHi SIP (communicator app) phone stopped working

[Normalpeople]

My partner has been working from home just fine making calls using HiHi communicator app on her work laptop until Monday morning 3 days ago when it started saying making calls was unavailable.

As a work around we used a hotspot to test and instantly worked so we knew it Was the router.

Managed to get a call with EE support but they couldn’t work out what the issue was and decided on sending a new router.  
while waiting for the router I thought I would try the EE public WiFi (I’m sure I turned the routers WiFi off when we got the router so clearly a firmware upgrade re-enabled WiFi)

we live a good distance from any other EE customers in a rural location so knew it was our router with it enabled. Anyway getting connected to the public WiFi network EE logging in as a customer and hey presto calling through the HiHi app started working………

so why does it work on the public WiFi (not really something we want to do) and not on our normal network. 
tested with WiFi disabled to se if the pesky EE network was causing a conflict but same result. 

any help getting this work would be greatly appreciated.

[JimM11]

@Normalpeople You may even get the FW update quicker, it's a wait and see what happens, what you get and you are well aware now what to look for and what to do to keep you going. As for anyone who cares all you can do is tag one off the EE Team and see if anyone wishes to run with it if indeed it goes pear shaped again!

FW updates you just never know, that is why i was really surprised you said you had the EE WiFi, that is so naughty for that to happen, would be the first thing i would be looking to get off for sure! Great in principal but the EE Router is going to be struggling to maintain all the stupid updates that it has had before, never mind throwing that in the mix as well!

[JimM11]

@Normalpeople See the link to the other post, this is unfortunate what you are now looking forward too!

Re: Smart Hub Plus SH31B Router Firmware changelog - Page 2 - The EE Community

[Normalpeople]

Thankfully we do not get many people passing! There seems to be a few EE networks around the village popping up recently. So it’s something that has been rolled out.

We have Deco mesh around the house so no need for the router WiFi. I can confirm if I need to turn it off the EE network can be turned off if you disable All WiFi networks (it’s an option on the top of the page). But this would disable everything obviously unless you have an independent system for WiFi.

When I get the new FW I’ll make a decision based upon if I need it or not to get my partner on HiHi.

[Normalpeople]

Fw updated over night EE network is back and Hihi broken again!
back to square one…

[bobpullen]

@Normalpeople - that's interesting. Seems fairly conclusive it's something to do with a change in the firmware then. Now off to do some reading on Hihi...

Edit: just a thought, what happens if you try disabling the EE WiFI service? I think it takes a while for the 'EE WiFi' SSID to disappear after doing so but it would be interesting to see if it has any bearing on things. Once logged into the EE website, go here.

[JimM11]

@Normalpeople You could not make it up, had the funny feeling FW would be pushed fairly rapid out, so you can really associate the latest update has messed with your HiHi, going to have a re-read through your post again, just incase mesh and EE Smarthub+ are getting in each others way. 

Edit:- Also any chance with the good ladies laptop getting it on a wired connection as a test if it has a nic port on it, both the EE Router and the Deco mesh Ethernet. See EE are up and at you also!

[Michael_D]

Hi @Normalpeople 

I've popped you over a private message to take some details from you. Can you get back to me there when you can?

Michael

[Normalpeople]

Thanks everyone, 

Michael got me connected with the right people who remotely fixed the issue. just hope the "EE Guides" get updated with this information so they can help others.

[JimM11]

@Normalpeople Did they give you NO idea what they were doing, or just told you to keep it all under the radar! Not many HiHi user's out there no doubt. At least you are up and running....🙄👍

[Normalpeople]

sadly not maybe @Michael_D can update if only to help future people have an informed discussion with support.