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]

Morning @Stewart34 

Thanks for coming back to the community. 

I'm sorry the new router has not fixed this for you and you're unable to pair with the app and WiFi extenders. I would advise getting back in touch with our broadband tech guides, the guide will check what next steps are needed to help you get this resolved, 

Please keep us updated with how it goes. 

Leanne. 

[Stewart34]

I called customer support but they didn't seem to understand the problem. They just filled in some sort of complaint form and send me a long legal looking email! I was just looking for a solution The main problem now is that I can't use the wifi extenders which cost me £5 a month! I'll have to go back to the bt hub/router.

[Leanne_T]

Hi there @Stewart34 

If the team have opened a complaint, this would be sent to our executive team and they will get in touch with you to discuss everything. If you would like an update, please try getting back in touch and the team can check the account and make sure this is being fully investigated to get this sorted. 

Leanne. 

[Stewart34]

I talked to customer services and they  helped me to get the WiFi extenders working. The new EE router needed to be rebooted and then the WIFi extenders paired correctly. This is pdd as I'd onlt started the new Hub the day before.

I still can't pair the router to the App. It was suggested that I do a factory reset on the new Router and try again. That didn't work.

[Leanne_T]

I'm sorry this didn't work for you @Stewart34 

Did the team advise anything else for you? Has a ticket been raised to get this fully investigated? 

If nothing else was suggested to try and no ticket has been raised, please get back in touch and let the team know the suggestions have not worked and further investigation is needed. If this is not resolved for you, the team can escalate this to the complaints team to be looked into. 

Leanne.

[Stewart34]

A complaint ticket was created but no offer to investigate.



Sent from my Galaxy

[Leanne_T]

Hi @Stewart34 

If you complete the online complaints form, this will be sent direct to the complaints team who can get the account looked into and see what is needed to help you get the app paired with the router. They will contact you on the details you provide on the form to discuss the next steps. 

Thanks. 

Leanne.