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]

You are an absolute legend.  Yes that works! I found the controls, it even paired with an old iphone 5 which must be languishing in a drawer somewhere, there are a few bits of tech missing but I can fiddle with that.  I think I can set parent controls there will have a play with it later.  I don't really care if I can't use the ee home app for now at least, I'm sure they'll sort it our at some point.  Thank you, you just saved me from Sky broadband!!

[Thomasbarrowman]

Hi I’m having the same problem as the original post, I never got this message when connecting the hub for the first time is there a way to update the hub now? 

[John-C]

Hi @Thomasbarrowman, sorry that can't connect the hub to the EE app. 
I've sent you a Private Message so you can get in touch with the Mod team for help with this.

Cheers

John

[Te77]

HI there, I also was only motivated by the ability to easily control Kids' wifi use but am having the same issues whether using the app from an apple device or android, I just wondered if you had resolved this at your end (and how!)?

Many thanks

[qucharsky]

I’m having the same issue like many, many people and not fixed yet. I was given multiple different explanations but to be fair I don’t think they know what the problem is. First it was the EE app - it was updated like 2-3 days ago and this didn’t fix it. Then I was told that my broadband was not linked with my account properly. So now waiting for this to be done. What a nightmare!

[Eddy2760]

@qucharsky , @Te77 

No luck as of yet. 

There a few on this page that are working with TMC via calls and screen recordings while they are testing the app and system. 

The latest update help fix the store issues from within the app and expanded the broadband area to what you can see now. The controls unfortunately are still throwing up the error so the team are looking into other things. 

I have suggested that if it a data corruption issue and it can’t be resolved, It maybe a case of total delete of accounts and start from scratch with nots on new accounts etc to show reasons etc and hopefully that will help, but this is a massive last resort as this will take a very long time and resources. 
 
If I have anymore information I’ll let you all know 👌

[Te77]

It was the BT openreach guys who set up my hub - I am wondering if I start from scratch setting up the hub via the EE home app whether this might somehow remedy the issue? Might this be something you have already tried?

[Eddy2760]

The EE Home app don’t work on the new smart hub plus, it was mainly for the older white model of EE broadband. 

If the BT engineer set it up then it should be ok, like most of ours, the speeds and coverage is good it’s just the controls that don’t work. 

you could try a factory reset on the smart hub plus by pressing the dot on the back of the device and deleting your EE app. 

Redownload the app sign in and go through setting the system again to see if it works for you as this has fixed the issue for some. 

I have tried all steps multiple times with no success so there is defo an issue my end as with many other and maybe yourself. 

EE/BT are trying to get this system to work for all so I have some faith they will be able to restore the lost aspect that made this package a good deal 👌 but also the speeds for me are pretty good 👌 way better than Sky (even though they are all run through open reach) 

[Jp1026]

I'm having the same issues 

[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. changing 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 EE's offline team to authorise.  The waiting time expanded from 3 days to 5, then now 21 but still there is no visibility to a solution.  Apparently there is a significant backlog of the same issue.  

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 gets to the bottom of this soon.  Being able to manage the router is part and parcel to the service advertised!