Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

[philb452]

Trying to pair wifi pro with smart hub pro

With wired connection the wifi pro give solid aqua light - but is not visible in the "my network" nor paired accorinding the ee app

remove ethernet connection and back to flashing orange.

did a factory reset and was able to starting pairing with ee app, got as far as flashing aqua, left is overnight, still flashing aqua this morning and still not paired.

I have gone from poor wifi signal in my home office, was encouraged in store to upgrade to wifi 7 and now I have no wifi in my home office.

Seems next to impossible to get help from directly from EE.

so any help from the community much appreciated.

[bobpullen]

@philb452 - first things first, what firmware version is running on the hub? You can establish this by navigating to the Advanced > Technical log section of the Hub Manager.

Try taking things completely back to basics. Factory reset both the hub and extender by inserting something into the pinhole at the rear of each device and holding for a good 10 seconds or so. Once the hub is back up, try connecting the extender using an Ethernet cable. Allow the extender to pair (solid aqua) and leave it connected via Ethernet for a few hours. This hopefully allows time for the extender to download any software updates, when it does this the pairing tends to drop and the extender lights do unexpected things before eventually repairing.

Hopefully the extender now shows in the Hub Manager. Check that it is running the same/similar firmware to what is installed on the hub. Navigate to Advanced > Wireless > Extenders and highlight the extender (assuming you can see it!) to check this.

Only then would I try removing the Ethernet cable but don't relocate the extender just yet. Wait to see if it re-pairs (solid aqua) over Wi-Fi. Assuming it does, you can then relocate it. Note, do not place the extender in your home office if the signal is poor there. The extender needs to be in a location where the signal is good, in order to push a healthy connection further into the property. The Pro extenders also use 6GHz to communicate with the hub and whilst faster, it doesn't reach as far and doesn't like obstructions. If you're trying to physically locate it in an area where a (presumably 5GHz) signal is bad, then you're going to have a rough time of things.

Good luck!

[philb452]

Hi

Firmware r2.64.7-R-1303938-PROD-1

I did end up speaking with a tech at EE - he had to "reset" my account, now the WIFI pro is paired over wifi.

It is now in a position 1/2 between router and home office. I am getting -76db signal at my desk - seems ok - now.

However, I don't think it is paired properly - the EE App is still showing option to pair the WIFI pro - meaning I can't manage/ name devices via the app and the app network view shows them seperately?

[bobpullen]

Good to hear some progress has been made.

Is there anything 'non-default' about your hub config/network, or is it pretty much 'out of the box'? Thinking things like DHCP, third party access points/extenders/switches on your network etc?

My EE App still shows the option to pair an extender, but (if I wait long enough!) it does show the paired device too.

Extender-connected devices should appear in the App devices list along with everything else. What does the Hub Manager show? Can you see the extender and connected devices there?

[philb452]

Further,  after appearing to work, I noted that the Wifi was up and down from the extender, as the signal went from full to 1 dot (assuming it lost the extender and reverted to main hub)... anyway I ordered a second extender, got to speak with another tech - he noted that while I could see devices connected to the extender, he could not from the EE end.

I now have an engineer appointment on Friday as there is "something not quite right"

Fingers crossed.

[c0ntax]

Did you get this resolved?  I’m having the same issues. 
I moved to a new house 1 month ago and had to have Openreach install a new Full Fibre modem then the problems started after 1 week. 

I originally had EE WiFi Smart Hub and it worked fine for the first week but then I just kept getting ‘No Internet connection”. 

I called EE Tech Support and they sent me EE Smart Hub Pro and one WiFi Pro extender to replace my existing older router. The main hub is set up in the front bedroom on the middle floor of a 3 floor house because the Openreach engineer said this would be the best place to locate the modem. 

EE Smart Hub Pro sets up okay but I have gone through all the same problems as yourself with setting up just one WiFi Pro extender but I can see it sometimes in the manager but then it disappears. I have tried all ways of setting it up (with/without the app, Ethernet cable and WPS) and it seems hit or miss whether it will pair with the hub. 
Infuriatingly, when I DO get it paired and I position the extender on my landing,  just 3 feet away from the hub through a stud wall, it will at some point later drop connection with the hub. Also, on occasions I get it paired there doesn’t appear to be anywhere else in the house that I move it to that it will connect to the hub. 

EE have said they will send me 2 more extenders (1 due today) but I’m not sure how this is going to help because I can’t even connect to the hub once paired just 3 feet away. 
Ive told EE I think the modem has been placed in the wrong place and it should have been located in the lounge at the back of the house on the ground floor. They said to try the 2nd then the 3rd extender and if they don’t help then they’ll send their own tech expert (can’t remember the actual job title) to assess the layout and connections.

 I’ve essentially been without proper working WiFi throughout the house for 2 weeks and it’s annoying as hell. First world problems I know but it’s a major pain.

[c0ntax]

Adding to my last post above, I’ve managed to pair and have running, one extender. It is in my kitchen directly below the Smart Hub Pro and it seems to be connecting. 
However, I am sitting around 4-5 metres from the extender, it’s in my line of sight, and below is the supposed speed to property versus speed to device. Woeful! Less than 10% of the speed to hub. 

[JimM11]

@c0ntax Do you know if the device is even connected to the Smart Wireless and still not latched onto the EE Pro Router?

[c0ntax]

@JimM11  not sure what you mean. How can I tell?

[JimM11]

@c0ntax Easy way speed test, note result, switch the extender off, speed test same result give or take, then Smart wireless likely not in play!