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.

[c0ntax]

@JimM11 ah okay. I might try that in a couple of days. Too scared of potentially not being able to reconnect the extender after trying to get it paired and connected for 3 days 😬

[JimM11]

@c0ntax Don't blame you, they just do not make it easy, if you have a working app, that might show you devices connected to the extender, but best just leave the sucker alone and let it find it's way connection wise!

[Raz12456]

Hello. Did you ever get this sorted? I've had what seems to be the same problem you describe with my extenders - lights solid aqua but no devices are able to connect to them. Work flawlessly over ethernet but removing the cable immediately causes the connected devices to disconnect. Have tried multiple resets of the router and the extenders but no dice. Just the most frustrating tech I've ever had the displeasure to try to manage. 😞

[JimM11]

@Raz12456 What are you doing once you remove the Ethernet, are you powering down the Extender then moving it to where you wish it to be, once there powering back on and leaving it to learn and mesh sync up to the EE Router!

Leave it a couple off hours and then look at device connection, do it with BOTH the app and the web manager interface to be double sure!

[Philipos]

Good Morning Bob.

Thank you for this posting. It has been the MOST helpful posting. I was having the same issues since up grade to Wifi7 Hub and smart pro wifi extender. The extender would, EVERY night, start flashing Aqua and not come back to steady Aqua after pairing following EEs instructions. They would never pair using the option in the APP. When I powered down the Pro Extender and reposition it nearer it would never reconnect so i would have to reset them using a paper clip.  So I initially contacted EE tech support and  spent 2 hours going through getting the extender to stay paired. They sent me an additional extender FOC to pair the the hub to sort out a " Range Issue" This also did not work. I then, over many day of trying various ways I gave up and called tech support again and spent another 2 hours on the phone trying everything over again. They concluded that the issue was the HUB and sent me another one.  While waiting for the replacement one to arrive I came across your posting and found VERY HELPFUL and included some things I had not tried or read anywhere or been advised by EE.  So later that day I followed your instructions to the letter using the ORIGINAL extender and hub and the extender was showing  still steady Aqua when placed in its ORIGINAL location.  When the replacement Hub arrived I again followed you instruction to the letter and here we are ( fingers still crossed ) 5 days later and I have not noticed the extender having a flashing Aqua led. When checking the hub manager via the App and web access my devices that were having issues connecting had migrated to the extender as expected and seem to have good stable connections. I think Time and Patience was the answer. Thank you very much for your posting.

Philipos

[Raz12456]

Hi and sorry for slow reply. I tried all of the above and it still didn’t work. Also tried other advice (found elsewhere on this forum (can’t remember where sorry) to factory reset all devices and try the full set up process again - which also didn’t work. Having done this, I followed more advice found elsewhere to connect the extenders up again by Ethernet and then disconnect them only after a day to ensure any updates to firmware had been applied (which still didn’t fix the problem). Final advice was to simply power off the router and the extenders to allow the RAM to clear and that immediately did the trick. I hope never to have to replicate my actions - been two weeks now and the extenders are working flawlessly with plenty of devices attached to them. 

[Raz12456]

So I found the advice I followed that actually worked. Copying post below:

Pal1

Investigator

In response to MadViking

‎09-12-2024 10:56 AM - edited ‎09-12-202410:59 AM

MV & Chums...

Successful WiFi connection between the  SW40J extender and the SH40J hub achieved today curtesy of Qube engineer, Danny.

For info (and hopefully to save others the time and grief expended chez moi,) the trick used was to -

• power down (and take the power cable out of) the SW40J extender;
• power down (and take the power cable out of) the SH40J hub;
• wait for 10-20s to enable the hub's RAM to clear before powering the hub back up;
• when the hub shows solid turquoise, power up the extender in its desired location and leave for a few minutes.

The SW40J light went from green to flashing orange and to then solid turquoise after a few minutes and without any other action ie without using either the EE app or connection buttons to make the link. The issue seems to be the router needing its memory to be clear before the connection can be made for some reason.  [It is worth mentioning for any new readers that I had the SW40J connected by ethernet for a couple of days beforehand to ensure any s/w firmware updates had taken place.]

Huzzah for Danny! I've also shared this information (and thread) with the second line EE support too.
Huge thanks for your help and moral support!

https://community.ee.co.uk/t5/Broadband-Landline/Cannot-connect-Smart-WiFi-Pro-Extender-to-WiFi-7-Ro...

[Eddieg1]

I have the same issue. My BT work flawlessly and now I have be forced to go to EE it's shocking. IT's like I've gone back to1996. Wifi only works if you're stood next to the router and the extenders they have sent me only connect if they are wired to the router. As soon as you unplug them and relocated them they just sit there flashing. I'm consideringing cancelling everything

[Christopher_G]

Hi @Eddieg1 

Welcome to the community.

I'm disappointed to hear that you're not happy with your new EE setup. Please try the instructions that @Raz12456 posted above. 

If you're still having problems after that, I recommend speaking with our technical support team so that they can look into it further from our side.

Chris

[JimM11]

@Eddieg1 If the smart wireless is NOT connecting in a remote area, move it to the same area as the EE Router, power it up and leave it to connect, if it does than will show that the 2.4/5/6Ghz bands are all up and the smart wireless device has connected all bands working and Especially the 6Ghz high speed backhaul.....

Move it to your desired location, if it does not connect then suspect that your smart Wireless device is struggling to connect on the 6Ghz Backhaul band, you would need to test BY other method to see if your are getting that band in that location! 

6Ghz bands will NOT like certain areas. the older disc's you had only operated in the 5Ghz band which is by contrast way better in pushing wifi about than the 6Ghz band!