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WiFi Controls in EE APP stuck on 'Installing update'

Crj1981
Investigator
Investigator

‎23-03-2024 02:32 PM

Hi, 

Hoping the community will be able to help me out. I installed my new Smart Hub Plus yesterday and I am trying to get into the WiFi controls from the EE App. I've been with EE for a number of years on full FTP. Signed a new deal the other day. Internet is working fine as expected through router. 

It's been stuck on Installing update for 24hours now. I'm connected to the actual router WiFi. All private browsing etc is switched off. Using iOS and tried with both iPhone15 pro and iPhone 12.

Router information; APP version 1.11.0, Firmware version:  R1. 2 9 . 0 - R - 9 5 0 3 0 6 - P R O D - 8 3 0 0 2

I've tried the following troubleshooting. 

1) Waited several hours, gets to end of progress bar. 

2) Re-installed the EE App several times and exactly the same issue occurs

3) Factory reset router and started process over and over again. 

Thanking you in advance for your help.

 

EE 500 FFTP • EE Smart Hub Plus
34 REPLIES 34
MattyB0809
Explorer

‎13-09-2026 04:22 PM

IMG_4820.png

I’m just getting this over and over again for the last 3 hours.  😭 did you manage to get a fix for this?

SO IRRITATING

0 Helpful
JimM11
Maestro
Maestro
In response to MattyB0809

‎13-09-2026 05:39 PM

@MattyB0809 Which hub do you have?

0 Helpful
MattyB0809
Explorer
In response to JimM11

‎14-09-2026 04:38 PM

IMG_4828.jpeg

Hi Jim, not sure which one it is because it’s not labelled but this is the router.

i upgraded from bt Copper broadband to EE FTTP about 3 months ago. Working fine, but I’m trying to turn off some security settings and the app won’t let me get any further than ‘preparing router update’ and fails every time 

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to MattyB0809

‎14-09-2026 04:43 PM - edited ‎14-09-2026 04:50 PM

@MattyB0809 : Is there nowt written on a label on the bottom? A pix of the back might also help.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
JimM11
Maestro
Maestro
In response to MattyB0809

‎14-09-2026 04:55 PM

@MattyB0809 From your picture you have the EE Smart Hub 7 Plus version and linked below all about the device. Take it you are trying to connect the EE App to both the EE Hub & EE Account, if it does not work for you after a couple off day's from once you went active on the Broadband Internet connection, then call EE CS and have them take a look at your account side to be sure everything is matching. Good luck with it all.

When you went from copper to FF Full Fibre you also changed the EE Hub, it all has to match in your account or you are going nowhere fast with it all.

Device Help | EE

0 Helpful