Smart WiFi Plus - pairing issue

[gwe47]

Hello,

I've recently changed to EE from BT and received a Smart Hub + and Smart WiFi + Extender as part of the deal.  I am after some advice or re-assurance that the Smart WiFi + is working as it's supposed to.

EE insists that their app is the best way to manage their devices.  I therefore first attempted to add the Smart WiFi + extender using this.  After repeated attempts, with factory resets of both devices in between, the result is always that the extender seems to pair (the LED is solid aqua) but the App after several minutes returns an error that it's unable to find any extenders - try again etc.

The Hub Manager looks like this in the relevant screens.

Advanced WiFi SettingsNetwork devicesAs highlighted, the Smart WiFi Plus shows in connected devices, but it doesn't seem to be recognised as an extender.  There are 0 devices listed as connected to extenders.  We used to have a BT Smart Hub 2 with extender dishes, and with this it was possible to see the extenders in the Hub Manager, and also see which devices were connected to which extender.  It seems to me that this EE kit is not working as it's supposed to be but looking for comments from other owners of the same kit, or experts and so on here.

As part of troubleshooting I've attempted to pair it using Ethernet also.  Same result.  Also using the "add extender" dialog in the Advanced WiFi settings always fails, but it does actually pair the extender at some level (LED turns solid Aqua).

Thanks for any tips.

[JimM11]

@gwe47 Can we be doubly sure, please read the label on both your EE Router and your EE Smart wireless device and post back the info, or take a picture of both devices front and back and post them up.

[JimM11]

@gwe47 Quick link to a previous OP picture similar for you to see. Tried link again

Smart Wifi Extender shows not connected - but has Blue Light? - The EE Community

[XRaySpeX]

@JimM11 : Linky don't compute!

[JimM11]

@XRaySpeX It's the site being weird will try again.

[XRaySpeX]

@JimM11 : Still don't compute! Don't you test 'em before you post 'em?

[JimM11]

@XRaySpeX Its a link to a previous pic! Had to go link the post thread instead.

[XRaySpeX]

@JimM11 : I knew what it was intended to be but didn't know which 1 . So I was unable to correct it.

[ChrisCornwall19]

I got my extender this week and had the same issue. Was aqua but not doing anything or showing in the app. Solution seemed to be to unplug it, then power off the main hub, power it back on, then once booted plug in the smart WiFi plus again. This time it does show in the app with the message “This device is expanding the range of your Wifi” and shows signal strength good. The “view home network” button shows how many devices are connected through it, which in my case is almost all of them as I’ve put it centre of the house and the hub is by an outside wall where the ONT is. 

Only issue since is my LG TV which now connects at 5Ghz - it seemed happier with the long distance 2.4Ghz signal it had before as it keeps disconnecting now.

[gwe47]

Here's the pictures requested.  Apologies if they're not great quality, as lighting not great in location they're in.

SH32BSW30ASH32BSW30A

Yes I had a look at the other thread and it appears to be a similar situation with that poster.  I note it was unresolved however.

I actually had an EE engineer out today, and she went through the factory reset process and was able to use a phone app to add the extender, so it appeared as an extender in the advanced WiFi settings.  They also gave me a second extender.  However no devices appeared to connect to it, at least according to the hub manager.  When I put the router back to my slightly altered settings (WPA3 for better security, and DHCP disabled to use my own DHCP server in Pi-Hole), it's reverted back to what I showed in the first post (no extenders detected).

I'm currently testing the WiFi using Netspot (a wifi survey app which records signal strength at any given position) on a MacBook Pro, and it at least picks up all the extenders, they seem to be syncing to some extent (all operate on the same WiFi channels for example and have the same SSID).  I will test further to see whether it connects to the extenders, or whether it always tries to connect to the hub.