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.

[Kjo73]

Ok, so you go on the standard ee app, you go to manage (option on bottom) then choose wifi, leave it a minute or two and all the devices currently on wifi are listed, you can toggle them on and off. Handily if you have ee mobiles you can toggle data use for those on and off in the same way.

[Paul4110]

Thanks Kjo73 but have tried that a number of times with refreshing devices still nothing comes up 

[Johnpostill]

I also got sent a replacement Smart Hub. Set up and Broadband fine but
still not able to set up WiFi controls. EE told me this is a known issue
and still not resolved. Been an issue with me for 9 months now. No control
over WiFi settings at all.

[JonProudfoot]

After many months EE admitted that this issue is not fixable at this time. They hoped they may have it sorted early in 2025. They have MANY customers affected and the man at escalated CS said he was trialing the WiFi 7 hub with the same issues. 
 
If WiFi controls are really important I would revert back PlusNet

They have given me 3 months of broadband in credit for my “troubles” and also given me the option to leave EE before end of contract with no penalty. 

I decided to stay with EE because I have Digital Voice with BT Digital phones which only work with BT or EE hubs. 

It will come as no surprise to members here that even though I had not left EE they fined me £174 for leaving early!!!!!!!!!!!!! Another EE **bleep** up I had to sort out. 

What a company. 

Jon

[Paul4110]

Thanks johnpostill 

thats interesting ee CS were definitely like well that’s a new one 

will definitely be cancelling next week then as we need Wi-Fi controls definitely on 

[Paul4110]

Thanks jon

will probably have to leave if this is the case but left plusnet as parental controls are very basic wanted something where we can turn individual devices on or off 

will probably try Vodafone next 

[Johnpostill]

I have been dealing with EE Executive Complaints. Sent a letter to CEO that
had been totally ignored and had to complain again. Then got call from EE
Executive Complaints resulting in what then followed as a mentioned before.
There are hundreds of customers with same issue. The App will not pair with
router for WiFi controls. Just tried again this morning, but no change.
Just get unable to pair message.

[JonProudfoot]

I had 3 months of weekly phone calls from Executive complaints with no fix. As I have said previously they gave me credit for my troubles. 

[Paul4110]

EE CS we’re great on phone I thought but they were definitely like they’ve never heard of this issue before and been on phone with the 3 times now 

it’s bad that it’s a known issue 

[KSEE]

Hi

I had 12 months of 1) broadband not merged into my EE mobile account and 2) unable to pair SmartHub plus to EE App. The first one took 6 months with about 10 contacts and finally it was done with no signs of how. The latter one took a long call to EE and I spoke to an engineer. We did a remote factory reset amongst everything else (sign in sign out, check serial number of the router,….) and we had no clues. The engineer sent a new SmartHub plus as a very last resort. Then after about 24 hours EE App gets to control the the existing SmartHub plus. Now I am going to return the new one to avoid another 12 months of frustration. There is so much happening behind the scenes and I guess nobody in or out knows what was wrong. My suggestion to those who want good coverage/ control of wifi devices is to get a mesh router system (like eero 6+) when it is discounted. I’m ex VM broadband and save yourself from the frustration and uncertainty. To be honest EE broadband has been very consistent. I have never had a disconnection and the speed has always been as fast as advertised. Probably the credit should go to OpenReach who did the cabling and connection. The issue with pairing SmartHub plus to EE App is a completely different question though.