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.

[Unvitedguest]

I don’t use iCloud+ - so I don’t believe this is the likely issue (as there’s nothing there for me to disable).

Thanks for the suggestion nonetheless.

[Unvitedguest]

Last week, I had received an email notification that my EE broadband was ‘active’ - but as indicated (above) I experienced great difficulty in accessing the router’s home page to change settings. Nor could I regularly/consistently access 192.168.1.254.

However, last night, I received email notification that my EE broadband was ‘live’. The result is that all the issues previously reported has vanished. Everything works first time every time as anticipated. On inputting my VM router’s details into the EE app the EE Smart Hub+ seamlessly copied/cloned all the VM router’s settings plus the details of all the connected devices.

VM router’s switched-off, the EE router identifies as if it’s the VM router. Result: sorted.

[JonProudfoot]

I have not contacted EE since November when they gave me some compensation for the months and hours chasing this issue. I decided yesterday to contact them to see if anything had changed. I spoke to Jonathan from Newcastle who understood the issue and seemed to think it had been fixed and was surprised I was still unable to pair with hub. When he was helping me to pair with the hub he was monitoring the hub and noticed that the serial number on my account was different to the actual hub!!!!! He said he did not have the 'tools' to alter this but would get back to me on Friday. Something has clearly happened because today my app on both iPad and iPhone paired with the hub!!!!!!!!!!!

[JimM11]

@JonProudfoot Good news, i posted the later part off a week ago the EE now state the EE App is good to go with the EE Smarthub (2023) and also the BT Smarthub2 as a control, but PLEASE do note anything that you come across as not functioning or as you expect, BT people will be comparing parental controls for sure, but that was Part Web interface and part app so it is not going to be apples to apples. I have no knowledge to how good the (2023) model is, but it must be somewhat basic in what it can do....👍🤞