EE Pro TV Box not detecting my BT Smart Hub 2

[oliviamansfield]

Hello, 

I have recently been sent my EE Pro TV Box and have just upgraded my broadband to full fibre optic with BT. Our broadband box is the Smart 2 Hub. 

I have tried connecting my EE TV box to my WiFi and it is not listing my broadband at all. There are no issues with my WiFi with all others devices in my household. My mobile phone, laptop and TV’s are all connecting absolutely fine. 
I find it bizarre how it isn’t showing up on the list of broadbands to connect to. 
I have restarted everything multiple times, including factory resetting, pulling out box my WiFi and the TV box and waited 30 minutes etc. and it is still not appearing. 

I even entered my IP address, default gateway, subnet mask manually to try and locate my WiFi. This was unsuccessful too. 

Am I doing something very wrong? If there is any advice I would be extremely grateful as I feel like pulling my hair out! 

Many thanks 🙂 

[Christopher_G]

Hi @oliviamansfield 

Welcome to the community.

This is really unusual that your other devices are able to connect to the WiFi OK. 

It may be worth having a chat with our technical support team so they can run through some diagnostics with you and check everything from our end.

We have some very knowledgeable community members who may be along to help on this post too.

Keep us updated with what happens please.

Chris

[manatarms84]

Doubt you are doing anything wrong, the Pro TV boxes have a effective WiFi range of around 5 meters and this can be extended or curtailed by the WiFi environment in your home which cannot always be controlled. If it cannot connect then technical support can send out a set of plugs which can help connect via the home electrics. One plug by the TV box and one by the broadband box with a wire from each plug to the box it sits by, I got them for free when I had similar issues which I thought was quite nice of EE and not a bit of bother since