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.

[Johnpostill]

Hi Jim. As I have the same issue ongoing since February 2024, how does this issue of matching identities get resolved?  I have Mobiles for Self and Wife plus Broadband and landline all on same account. 

I now see all of these on my IPhone EE App and can view bills etc now. Only thing I can’t do is pair Iphone15 for WiFi controls. Keep getting “ We couldn’t pair with your hub just now ! Our Fault. Try again!!

Been like this for ages and I’m getting no response from Consumer Resolutions or EE Complaints.

[JimM11]

@Johnpostill To save me trying to find out what hub do you have installed?

I have the EE Smarthub+ broadband, 2 mobiles mine and wife, the EE account is all in my name, did the BB first, got it installed, gave it about a week, then did the 2 mobiles, went to the EE shop as i was not having any off this none syncing and just plain outright told the EE guide, one e-mail address, one account, i see everything and if it does not happen then we call the whole thing quits, he said no problem, and to date there has been no problem, only difference is android user, kept the daughters iphone separate as a just incase, at least got another way to go, EE phone and 4G is crap and have to rely on wifi calling, which got messed up about a month ago for a few day's.

@Johnpostill Had a quick look back, seen what you were advised so that still stands, latest app is 5.48.0 but not an ios user, so may be you can check that?

[Johnpostill]

I have the Smarthub SH31B. Model F5394. iPhone EE ap is most up to date. Still getting “we couldn’t pair with your hub just now, followed by “our fault””

Im getting no help from EE whatsoever and getting no response to email or letters of complaint. 

Have to say I’m totally fed up with the whole experience so far. 
on a positive note the Broadband connection throughout the house is excellent with the EE extenders I have. Just cannot access router from phone for controls etc. 

I have managed to dim the lights from accessing via 192.168.1.254. But that shows 2 of 4 extenders not connected!!

[Katie_B]

Hi @Johnpostill. 

I am sorry to hear you have not yet received a response. 

How did you complete your complaint?

If I could also ask when this was done just so I can chase this for you. 

Katie

[JonProudfoot]

Somebody called Mandy from BT/EE called me last week and promised a fix by Tuesday 29th October.

if not fixed by then she says she will get me moved back to BT with BT SH and disks. The BT app works!!!!!!!

[Johnpostill]

Hi Katie

I have emailed Consumer Resolutions and Home Complaints at EE. Tom in Consumer Resolutions had been dealing with this under Complaint Number VOLO13 -837438707152. Last time we spoke in August he said he was passing to another department. Nothing heard since. I also emailed the CEO yesterday and a week ago, having written a complaint to him on 2st July to which I’ve never had any response whatsoever.  The letter was signed for so I know it was received. I have just sent another online complaint form which was acknowledged by no reply service. I really wish I’d stayed with BT as had no issues with their App at all. Someone has said on this thread that there is supposed to be a fix on 29th October but I’ll not hold my breath!!  
If you can sort this Katie I will be extremely grateful. 

[Katie_B]

Hi @Johnpostill. 

I have sent you a private a message to get this looked into ASAP. 

Katie

[JonProudfoot]

Hi @Katie_B 

I have had the same issue since June. Many conversations with BT/EE including complaints and escalations but still no fix . Weekly calls from Martin or Mandy at BT/EE but still no fix. They have now promised fix by Tuesday 29th October (2024) or they say I can move back to BT!!!

They also acknowledge that MANY EE CUSTOMERS have exactly the same problem - the EE App will not pair with the EE hub.

I'm not holding my breath!

[Johnpostill]

Hi Jon. I’ll be interested to hear if you get a response tomorrow with a fix for this issue and whether it’s worked. Would you mind letting me know please. 

[Paul4110]

Hi have just missed moved to ee from plusnet mainly due to the better Wi-Fi controls  but am having very similar problems Wi-Fi seems fine but cannot access the Wi-Fi controls parental controls either 

have contacted ee CS there sending out another router smart hub plus 

did anyone manage to get there problems fixed around this 

otherwise I’m cancelling as still in my 14 day cooling off period and going to try Vodafone broadband out