Unable to pair EE app with EE hub

[Mar1o]

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

[JimM11]

@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]

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.

[adorling]

I have the same problem and have given up as everything EE told me to do does not work! Another useless App that does not work! 

[Leanne_T]

Hi @adorling 

Thanks for coming to the community. 

Which router do you have? Do you get an error message when you try and pair the app with the router? 

When you last spoke to our tech guides, what did they advise you to try?

Thanks 🙂

Leanne. 

[adorling]

Hi Leanne,

The adviser said I need to connect the App to the router which I tried to do via the App. It takes me to a Broadband tab and then “set up Wi-Fi controls” when I click this I just get the set up page for the router but it is already installed.

She was trying to get me to test the speed of my router using the App as the speeds have been well below the 700mbps guanrantee for the 1gig package I bought.

Can you confirm if I should be able to see a “speed test” button within the App as all I get see is my EE package for Broadband and Mobile?

Regards,

Alan
Alan *****

Sent from my iPhone

[mod edit: removed personal details from the forum]

[Leanne_T]

Hi @adorling 

Thanks for coming back to me. 

This should be showing in the EE app, our How to check your broadband speed help page has details on testing the speed in the app. 

If you're unable to pair the router with the app, after trying the advice from the guide, please get back in touch and our tech guides can see what may be causing this and help you further. 

Leanne.

[adorling]

Hi Leanne,

There is no option showing on the App to speed test the Broadband but I am sure the App is linked to the Broadband router?

Regards,

Alan
Sent from my iPhone

[Leanne_T]

Thanks for coming back to me @adorling 

Which router do you have? Have you tried restarting the router and deleting and reinstalling the app to see if this pairs the app to the router? 

Leanne.