Smart WiFi with Smart Hub Plus

[J-P-1]

*****should be easy - plug-in/play, right ? *****
Just got switched from BT to EE. 
Did have black discs providing coverage to the whole house, with the hub2 router. 
EE supplied equipment—> hub/router: SH13B & Smart WiFi: SW10A

Problem: cannot get the supplied Smart WiFi devices  (SW10A) connected.
The router/hub (SH31B - Smart Hub Plus) seems to be okay i.e. aqua light. 

have followed multiple setup  approaches:

—initially WPS - red light flashes - press WPS buttons ——> blue flashing light (have left this for more than 30mins or so) 

— pairing through app — > blue flashing  light (pretty much the same as above) 

— Ethernet cable - waited for re flashing light before connecting Ethernet cable —-> after a few minutes ends up with Solid RED light. 

for each of the above I’ve tried the pin hole reset , I’ve also ensured the devices are over 1m apart etc.

EE support feedback is that the devices are compatible. This doesn’t make sense to me at all! Either I’m missing something obvious for the setup process/steps OR I believe the devices are not compatible… I’ve seen some other post from 2023 mention this. 

Any pointers/suggestions for what else to check/try would be very much appreciated. 

thanks in advance! 
ps. I’m wondering now if I’ve made a mistake switching!!!!  
Also, instructions in the leaflet do not tie out with the instructions I can find online i..e. Sequence of which WPS button to press first…

[J-P-1]

Forgot to add/mention - through the EE app - I can see the devices as showing as on the network… this furthers adds to possibly some compatibility issue.

[XRaySpeX · Accepted solution]

You seem to have been sent the wrong Smart WiFi extenders. The Smart WiFi (2023) (SW10A)s you got are meant to be for the Smart Hub (2023) (SH20A). The Smart WiFi Plus (SW30A) goes with the Smart Hub Plus (SH31B).

See  Setting up Smart WiFi & Set up your Home Broadband EE Router 

[J-P-1]

Thanks for the reply here. I saw your same reply on other posts also. 
Am just calling support line again for this as I’ve tried the second device they sent - same result as the first. I was expecting the same outcome, which this confirms. 

I get there’s likely some compatibility issue, however the thing that also got me curious is why the device/s show as connected in the EE app with an IP address. 

again - thanks for the reply! 

[JimM11]

@J-P-1 Is your second device also the same SW10A, if so it will act the same way, also the EE web manager and the EE app are just not good at showing what/why/where and when connected devices are, if devices are working and near the booster, then just take it that they are connected.

Sequence of wps does not matter, but in general router first, look for the flashing light, then within 2 mins wps on the other device.

[J-P-1]

To confirm - the 2nd device is the same. 
thanks JimM11 for the feedback re WPS sequence, that makes sense. 

Am now awaiting a callback tomorrow from support. 

[JimM11]

@J-P-1 Just to be clear the {SH31B EE Smarthub+} needs to have the (SW30A Smart Wireless) as its booster, that is the combination required... And linked the 3 help pages so you can look see.

https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi

https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs