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]

That's right, @Jp1026 ! The EE Home app was only for the white EE Smart Router, not the SH+.

You don't seem lost but on the right track.

[Hickster2024]

I'm using the EE app rather than the older EE Home app. 

[Markgas007]

Hi,,

I am having the same issue connecting my new hub to the home app on iOS, has anyone got a fix as I have tried everything, thanks 

[qucharsky]

Me as well as few others I’ve seen across this forum were told that there is a fix being pushed to the hub on 25th of March to fix the issue - that’s all we were told so fingers crossed it will be over shortly.

[RhyanTara]

Have you had any luck with this? Several people are having the same issue...

[RhyanTara]

Anyone had any luck with this yet? Its April now & it seems to be a bit of a slog getting this resolved...

[RhyanTara]

Just (06/04/24) spoke to EE tech support, apparently it's all still ongoing without any light at the end of the tunnel. If anyone else can shed some light then it'll be greatly appreciated.

[Pammysk]

Yes updating the app helped me. Mine is working now

[Eddy2760]

@ALL 

Hey all, I thought all these threads had been joined together 😂

The smart hubs are updating themselves over the next month or two as of the  28th of last month. 

Check if your hub has updated to the newest software 1.13.1. To check this open a web/safari page and type in 192.168.1.254, select status, 3rd one down it will say app version.. newest update is 1.13.1 I believe. The update will activate itself not resetting your hub etc unless EE call you and tell you to reset it. for instance mine updated between 0256-0330hrs(am) on its own. 

IOS users then go to the app store and download the new app update.
To check if your already on the new app update, click on the EE app and then select the outline of a person at the top right of the screen, in there right at the bottom will show the latest app version… 5.34.0 (715780). 

For most IOS users, like myself, these 2 updates should now get your WiFi controls to work 👌 mine are now working after these two updates. 

For android users you can check your Hub software as above and check your relevant app stores to see if the update is now available, to my belief, as state via a text message I received from 

To my knowledge there is a delay for android users due to the software not working properly, so you may still be on 5.33.0 for a little longer while they try to get it all to work properly before they release it. I will send the copied text I received after this post to explain for android users. 

Hope this explains a bit better for some or all 👌 ps I don’t work for EE lol I just helped along with some others with TMC to help get fixes for all 👌

IF I get anymore updates I will let you all know but there are a few threads with this issue so I may miss messaging here. 

[Eddy2760]

As per last post^*

Hi Aaron, it's ***** from EE. Technical Management Centre in Newcastle. I just wanted to message you to give you a quick update on your issue. There is a update due on IOS Devises from 2nd of April due to Thursday the 4th of April from the testing of this update we are confident it is going to fix your issue on IOS. Android Devises it is going to be a little bit longer we have discovered the soft-where is not fully working on android we are currently working on a update to fix this so we can fix these issues. Thanks.

hope this helps Android users 👌👌