I've had my new TV box pro for a couple of weeks but can't connect my phone

[Lenh1]

I've had my EE TV box pro for a couple of weeks but can't connect my phone to the ee app. I had a conversation with an ee advisor but unable to resolve the problem. My Samsung tab works but not my Honor phone or my wife's samsung. Tried everything I can think of, reinstalling app, soft reset of TV box.

Can anyone help pleas

[DarrenDev]

Assuming you mean the EE TV app, are you struggling to log onto the app, of struggling to pair the phone with it for recording? 

If you could be more specific about the issue you're seeing, and any errors you're seeing, it'll help me work out what's going on.

[Lenh1]

Yes I'm trying to pair phone with TV box. I get a message to check both items are on the same network then after the three little balls have bounce up and down for a while, the message "cant find TV box". This currant phone work with bt box without any problems at all.    Thanks for your interest. 

Regards Len 

[DarrenDev · Accepted solution]

Are you using a VPN on the phones that cannot find the TV Box? Your post shows that it came from Sweden, which suggests maybe you are on a VPN.  Disconnect this first, and then try again.

[Lenh1]

That's a bit strange I'm in Cornwall! 

I do get things turn up that appear to be a Scandinavian language. There must be so setting that's wrong, I bought the phone in the UK, some thing else to sort out. But that may be the problem. Its certainly a learning experience for an 80 Yr old.

Regards 

[DarrenDev]

Yes - that would explain why you're seeing some pages/apps in Scandinavian.

Near the top right corner of your screen you should see a little key symbol, indicating that a VPN is connected.  Also if you swipe down from the top left corner of the screen, you should see a notification for the VPN, which can be tapped to launch the relevant software. You can then disconnect it from there.  It can also be done from Settings - see the Google help here:

https://support.google.com/android/answer/9089766?hl=en#zippy=%2Cdisconnect-or-forget-a-vpn

[Lenh1]

I had AVG, which has a VPN facility, installed which I have now deleted. In desperation Ive done a factory re-set of the TV  box but it hasn't helped. In the device management it shows details of my phone but when I try to connect it still displays"unable to find TV box" which might indicate the problem is the box itself, could it be faulty? Sorry to take up so much of your time, if your bored with this now I'm sorry, please feel free to ignore me.  Regards Len.

[DarrenDev]

Don't worry about me Len - it's my job to make sure you get the best experience.

The TV Box isn't at fault here - you were able to pair from your Tab A8, so the TV Box is doing what it needs to.  Caroline's Tab A9 and your Honor 400 cannot find the TV Box - what about Caroline's A26?

Your post still shows as being from Sweden, so we still have an issue with something intercepting internet traffic.

Could I ask you to please try something for me.  Open Chrome (or any other Internet browser) on each of your 4 devices, and open the following web site:

www.whatismyip.com

For your home broadband connection, I believe it should show either Peterborough or Falmouth.  I suspect the Tab A8 will show this correctly, which is why it was able to find the TV Box.  For your other devices, I think it's going to show Sweden - this will be why it cannot find the TV Box, and why you sometimes see Scandinavian information.

Once you've confirmed this, we can then try to find why. It's important that we do this, as the company you're routing through isn't a known VPN provider - I have concerns that your device may be sending private information to someone untrusted.

[Lenh1]

Up date! 

I've sorted it. Apparently I had not paired my phone to the hub with the QR code (thick or what)

So sorry to have been a pain and waste your time you've been must heipful and I've learnt a lot over the last few days. Thanks again.                         My wife  just said "now leave the B thing alone and stop fiddling with it." 

[DarrenDev]

I have to confess to still being confused, as your Hub does show that your phone was already connected to it, but if you're happy that it now works then I'll leave it at that. Glad you got there in the end.