Pairing with Hub with EE App issue

[Barmy]

I had already got my devices paired with the EE App and had been problem free for a couple of months, but recently I got an error every time I tried to manage my devices in the app. Eventually I uninstalled and re-installed the app. When I came to attempting to re-pair my hub with my devices I got an error saying that my hub was maybe turned off, it wasn't, or failing that the problem may have been connected to a different WiFi, it wasn't. I now cannot see my home network or my devices, wifi extenders, Hybrid Smart connect etc. My broadband/WiFi appears to be working properly and all lights are aqua. I attempted to enter the hub manager via the router address, this also brought up an error message.

Any ideas?

[Leanne_T · Accepted solution]

Morning @Barmy 

Welcome back to the community. 

Have you tried restarting the router and then pairing again in the EE app? 

If you get the same error message when trying to connect and access the WiFi settings, please get in touch with our broadband tech guides. They can check everything over at our end and help you further. 

Thanks 🙂

Leanne.

[Stewart34]

I have the same problem, although my router was a BT router when it worked well. Now with EE I can't get it to pair with the EE app. EE engineers tell me it should be fine but it still doesn't pair. It won't even read the QR code so I have to enter network details manually and re-enter the password every time.

[Stewart34]

Yes I've tried that. I had an engineer visit and he couldn't do it either. He just told me to try again and it should be OK!

[Christopher_G]

Hi @Stewart34 

My best advice is to contact our Technical Support team again so they can check everything again and book another engineer visit, if needed.

Keep us posted on what happens please.

Chris

[Stewart34]

I contacted Technical Support. They are going to send a new router to replace my old BT router. Hopefully that will work?

[Christopher_G]

Fingers crossed, @Stewart34 

Let us know what happens when it arrives please.

Chris

[Barmy]

I had the problem for a month or so and then one evening my hub flashed various colours and eventually returned to aqua. I checked out the hub manager via the router address and it allowed me access, so I tried the app which asked me if I wanted my original set up, I said Yes but it wouldn't allow it. Everything was set up anyway except for one WiFi extender which I had to re-connect. Everything is back to normal now but the app has a refreshed look.

Hope you can get your sorted but it seems like you have to get an update pushed from EE.