New 23 Smart hub can not connect to ee home app

[Kjo73]

Hi. I swapped from BT to EE for braodband and landline last week, this was motivated entirely by the ability to turn my children's wifi on and off.  I also have two ee mobile contracts for myself and one daughter.

The smart hub came, (New black hub with EE logo on the front) when I scanned the QR code for set up it took my straight to my ee utilities app, no broadband account registered. So I followed the paper set up instructions.  I had been dreading the switch over as have had constant problems with BT wifi and my Sky mini Q box, but no, both my Sky boxes and 3 smart tv's did not need wifi re-installed, bizarre but fine. The wifi works brilliantly and everyone is happy.  However, trawling through ee to find out how to access wifi controls I see the QR code should have taken me to the EE Home app.

After downloading the app it could not link to the hub, I followed all the help steps, no joy.  After trawling this community I reinstalled the app.  Still no joy and yes the hub has been re-started several times, wiped off devices, reinstalled.  So I called EE.  After several attempts my account was found, my iphone 14 is up to date, no vpn installed, the app does not work on any of our apple devices, so they concluded it must be because they are apple devices and not android.  I pointed out this couldn't be possible or they would have had thousands of calls by now. I am now waiting for a call back but have 8 days left of my cooling off period before I am stuck with this for 24 months.

Any ideas gratefully received.

[XRaySpeX]

@KSEE : You can manage the SSIDs & pwds by logging into the SH+ itself.

[KSEE]

My EE home broadband came live 1 Feb and data connection has been fine.  My EE App however does not show anything about broadband and all attempts to "link" result in an error screen asking me to call 150.  While internet access is fine, I have not been able to manage Smart Hub Plus (e.g. renaming SSID and passwords) and neither can I see the bills including those already paid by direct debit.  Today is 21 Feb and  the above conditions persist.  I have had a few calls to 150 and I was told that my broadband and mobile accounts are not synchronised and they need somebody from the offline team to authorise.  The waiting time expanded from 3 days to 5, then now 21 but still no visibility to a solution.  Apparently there is a significant backlog of such issues.  

In the mean time if you do not mind not seeing the bills, the router could be managed by accessing 192.168.1.254.  Admin passwords could be found at the back of the router by pulling up a plastic with info printed on a sticker.  Most but not all admin functions could be perform in this way.  

I hope desperate or frustrated users having similar issues could get an idea of what you can or cannot do actually.  And hopefully EE get to the bottom of this soon.  Being able to manage the router is part and parcel to the the service advertised!

[KSEE]

Thank you and yes I can change SSIDs / passwords and a few other router admin tasks through the computer by accessing 192.168.1.254. However the App is still not “linked” to Smart Hub Plus and my online account does not show anything about broadband service. EE App is so far mobile exclusive for me.

[XRaySpeX]

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@KSEE wrote:
EE App is so far mobile exclusive for me.

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Yes, too far! And you shouldn't need any smartphone to config a router.

As EE has well demonstrated there is much more to go wrong with a software app written by a mobile network firm than a hardware & firmware router manufactured by a router firm.

[Hickster2024]

I am also experiencing this problem. I am a new BB customer as of yesterday. My broadband is up and running with no issue but I am unable to pair the app with the SmartHub+. As soon as I scan the QR code from the setup wizard all I see is "Pairing with your hub...". I've also tried the factory reset procedure via the button on the rear of the SH+ as well as via the 192.168.1.254 route but neither worked. 

I was on a call with a customer service agent who tried to convince me that "a fix has been found and will be rolled out by the end of the month" but something tells me that's probably wishful thinking. Let's see...

[qucharsky]

I mean I was promised many things none of which materialised so if you can live without it and wait it might be the only way if you want to keep the service otherwise get out of it while you can 😂 I am on the 1.6gb one and when it comes to speed and stability so far it’s been excellent but when it comes to the WiFi controls and app etc it’s been the worst experience ever. So the choice is yours - in any way good luck 😉

[XRaySpeX]

@Hickster2024 : Which app? The EE Home app (as per this thread's title) is meant for an earlier router, not the EE SH+.

[Jp1026]

I've found that to control the hub now is within the normal ee app I've got for my contract phone & not ee home app  I've figured out 

[Jp1026]

The controls are now within the normal ee app not the ee home app I've figured out 

[Jp1026]

Lost now lol I was saying the newest ee router is controlled within the normal ee app not the home ee app that's what I had issues with