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WiFi Hub Plus - Can't connect discs or game mode

Jonjon1239
Established Contributor
Established Contributor

‎08-12-2023 11:20 AM

Me again!

So after having issues with latency spikes with the white smart hub, EE ended my contract and put me on a new one with a black Friday deal, to essentially get me a smart hub plus which should help with my issues. I was told at the time that as soon as the hub came, I could plug it in and start using it as essentially my service wouldn't be ending. I did this on Monday, noticed game mode etc in the settings and went out for an hour. When I came back, I decided to have a look at the settings again and game mode had disappeared completely. I called EE who said unplug the router and wait untill the new service started which was yesterday, however it's still not showing as of right now.

I was also told that my white smart discs would be compatible, but trying to connect them in the EE app is impossible as it just gives me an error message when trying to access the 'Wifi Controls' section in the app itself. I've tried to connect them manually with both Ethernet and WPS but I'm having no joy.

Anybody have any clue how I can resolve these issues? I've factory reset the discs, called EE and still haven't had any joy.

 

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3 REPLIES 3
bobpullen
Scholarly Contributor
Scholarly Contributor

‎08-12-2023 03:59 PM

@Jonjon1239 wrote:
I did this on Monday, noticed game mode etc in the settings and went out for an hour. When I came back, I decided to have a look at the settings again and game mode had disappeared completely.

Where was it you saw Game Mode? It's part of the WiFi Enhancer product, which is a paid add-on and it's managed via the EE app. If you're talking about web browser access to the Hub Manager, then I've a feeling you may have been looking at an early software build, and the hub has since updated itself. That would certainly explain the 'now you see it, now you don't' observation.

I was also told that my white smart discs would be compatible

Don't think that's the case. The discs that were provided with the white EE Smart Router are not compatible with the Smart Hub Plus.

... trying to connect them in the EE app is impossible as it just gives me an error message when trying to access the 'Wifi Controls' section in the app itself.

You should be able to access WiFi Controls. What error message is being shown?

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Jonjon1239
Established Contributor
Established Contributor
In response to bobpullen

‎08-12-2023 04:59 PM

I saw game mode on the 192.168.1.254 in my browser, although what you're saying makes sense, I was sold this broadband on the basis of my discs continuing to work as well as being able to utilize game mode, so I'm a bit miffed with that.

Thanks for clearing that up for me, I suppose I need to make a complaint to EE but the problem is their staff aren't really clued up on the new hub from my experience today and both advisors told me that the discs should work, and have arranged an Openreach engineer to come out for some reason.

The error message I'm seeing states 'We can't load this information' I've cleared the app cache, deleted and reinstalled and still get the same error.

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David-M
Former EE Employee
In response to Jonjon1239

‎11-12-2023 10:37 AM

Hi @Jonjon1239 and thanks for posting.

I'd like to take a closer look at this if that's ok with you. I've dropped you a private message so send over the details and we'll look into it for you.

Cheers

David

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