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Unable to pair EE app with EE hub

Mar1o
Visitor

‎17-10-2024 09:13 PM

I have just moved over from BT to EE for my BB and been unable to pair the hub with the EE app.

They replaced my BT smart hub after telling me it’s not compatible with the app, I now have the EE hub Plus and assured me that it would pair. Followed the advice of factory reset of the hub and reinstalling the app, ( which I have now done 5 times) still not able to pair! again I messaged EE yesterday and was told I had to wait 48 hours before it would pair with the app,

they also said they had done a firmware update, and said it will pair after 48 hours, not sure they meant 48 hours since I installed the new hub or from yesterday when the firmware was updated, I will go with the latter and try again tomorrow, any one else has this issue and how was it resolved, will update tomorrow on progress

2 REPLIES 2
JimM11
Brilliant Contributor
Brilliant Contributor

‎18-10-2024 08:11 AM - edited ‎18-10-2024 08:18 AM

@Mar1o There is two parts to the app. the connection to the EE Smarthub+ router, and the connection also to your account on the EE ID, would make sure that you can use web to see if you can login to your EE ID, see your account looks ok, it does take a little time for everything to filter through and sync up for the account side of things for the EE app. You can check the EE app version on either google/ios to see you are at the latest, hub FW updates are a process and they will update when they can.

As for BT - EE transfer's then that is another completely separate side issue, and hopefully you are not caught in that loop.  

Just checked and android is now at version 5.48.0 for the EE app. And it does appear to be running.

heathersmarble
Visitor

‎30-10-2024 11:14 AM

I wish I had the answer, I have been unable to get to the bottom of this issue for months.  Firstly, I was told there was an issue with the app update and to wait it out.  After a few weeks of waiting it out, I rang again and someone was going to look into it and ring me back then tech support were going to ring me back at an appointed date and time to carry out some checks on the line.   Nobody called.  It is not even clear which option you need upon ringing them.  I regret leaving BT, never had a problem.

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