My EE App ( iphone) will not pair with Smarthub Plus

[JQN]

When I try to pair my new Smarthub plus with the EE app. it reports that it is pairing but never completes, just hangs for ever. 

I have been able to access the smarthub plus via my PC and I can configure passwords etc . I just cannot get the EE app to pair either by scanning the name/password on the settings card or by manuall entering the wif settings in my phone. The broadband however is working well with wifi 6 and download speeds are acceptable. 

Has anyone a solution to this problem? Is it known whether Smarthub plus can be paired with the EE App.?

Thank you! 

[XRaySpeX]

@JQN : The EE app is supposed to work with the SH+.

[Lesley_W]

Hi @JQN 

Welcome to our community.

This doesn't sound like what we'd expect. Have you spoken to our technical team about this yet?

Lesley

[JQN]

Thank you . The problem is now resolved.

The reason the Hub would not pair with the EE App. was that the Broadband contract had not yet been activated. As soon as it was , the pairing and setup process controlled by the EE app. worked as advertised.  It was made a little more difficult by the fact that I had changed the default Wifi password manually via my PC . The app can cope with this as it allows you to manually enter settings instead of scanning the default settings from the router plastic card; however it is a little tricky to keep track of things when it is done manually through the app. , so I would recommend that it is best to reset the Hub to default settings to facilitate the simpler process which the app is optimised to direct. It is then quite easy ( using a PC or the EE App) to change you wifi password if this is what you wish to do.

Just as an aside, I did find it useful that it was possible to manually configure the router via my PC ( using Http://192.168.1.254) in advance of having the contract activated because it did facilitate checking that Smarthub Plus was working with my network and giving acceptable download speeds.

[voxish]

I have the same issue - I recently upgraded my broadband  to 1GB (keeping my original Wifi7 smarthub).  Works fine and I have the hybrid WiFi as a backup.  

It just won’t pair on the app - you wrote…

“The reason the Hub would not pair with the EE App. was that the Broadband contract had not yet been activated”

…how do I activate the contract?  Or does that happen automatically after a few days?   Or what - it’s not written anywhere! ? 

[Peter_W]

Hey there @voxish.

When it's referred to the contract activating, this would usually be referring to when it is your connection goes live. 

Did you already have Full Fibre prior to switching,  or have you switched from traditional fibre to full fibre?

You can tell this by whether your connection comes from a traditional BT phone socket with a filter, or from an Openreach branded modem fitted on the wall. 

Also is it the standard EE App that you're trying to pair this with, or the 'EE Home' App?
Peter

[JimM11]

@voxish If you have a wifi 7 router then this post is all about the wifi 6 router, i installed march, upgraded in nov, app worked in march, still worked in November and to this day is still working. So it's nothing to do with the upgrade.