Smart WiFi Pro connection

[Dannywalls76]

I recently moved over to EE from BT and have full fibre 900. I opted to pay the extra £7 for a Smart Hub Pro and Smart WiFi Pro, to replace my old BT Smart Hub 2 and WiFi Disc, which arrived promptly. The Smart Hub Pro was a breeze to set up, but the Smart WiFi Pro has been a nightmare.

Initially it would only connect via an Ethernet cable to the hub, but would revert to flashing orange once moved into position. I ended up leaving it connected overnight and then moving it which worked for some reason, although the app saw it as a Smart WiFi Plus 2547 and said it was too close.  

Today I had to unplug the Smart WiFi Pro to re-arrange some bits and now it won’t connect again and is flashing orange. I’ve reset it and re-connected back to the hub via Ethernet which has given me a solid aqua light, but the app still sees it as a Plus and the hub manager on my laptop doesn’t see it at all (although it shows an iPad and an Apple Watch under wireless extenders). 

Is there something I’m doing wrong here? I’m an Openreach engineer and set up devices for customers all the time and I’ve never come across anything as infuriating as this. 

[Dannywalls76]

I have. I’m off out this morning so will leave it flashing away while I’m  out. I’m not confident though

[Mya05]

I've had the worst experience too! I was told I need the "newest router" in Janaury which was apparantly the black Full Fibre router. I got this and experienced the worst connection ever. I called again at the start of April to complain and was told I need the "extra new router" which is now apparently the Smart Wifi Pro. I got this and my Samsung Tv + laptop won't connect at all. It's also slow which I was assured wouldn't be the case. An engineer came round today to check it out and his words were "the new routers are rubbish, everyone is having the same problems". NOW, I need a BT router apparently. Absolultely appalled by EE and get conflicting information from all their team.

[JimM11]

@Mya05 All off this information you are getting may just be wrong but know way off disputing it, the Engineer that you had today, was he an EE specialist, if so then he should have been able to sort out anything regarding the router or equipment that you have, IF he was there to look at the line ie an Openreach Engineer or one off there contractor's then that is a completely different scenario....

If you know what package you have from EE then call them, there are EE specific engineers that do know what they are doing.