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

[Lenh1]

Your quite right my phone said Malmo my tablet Peterborough. Where do we go from here? 

[Lenh1]

I don't particularly want to but would a factory reset of my phone sort it

[DarrenDev]

Yes, a factory reset of the phone would almost certainly sort it, but that would be the last resort.

Did you check to see if a VPN is connected?  You may see a small key near the top right corner of the screen.  You can also navigate to Settings -> Network and Internet -> VPN.

[Lenh1]

I've just checked connections it nt showing anything, just an option to add one. 

[DarrenDev]

Just to be clear, you mean you've checked the VPN screen and it doesn't show anything? And you cannot see an icon for a key near the top right corner of the screen?

Can you also confirm that the Wifi shows that it's currently connected to your EE-xxxxxx wifi network?

[Lenh1]

The WiFi is correct, there's no key showing and in the connection setting for VPN there nothing just a boxs to set one up. 

[DarrenDev]

OK, let's check your wifi settings to see if anything has added itself.

The names of the options can differ depending on the version of Android, and the manufacturer, so this will be a little more tricky.

From the Network and Internet screen in Settings, look for "Wifi" or "Internet".

You should see your wifi network listed, and it shows as connected - to the right of it will be a cog, to bring up the settings for that connection.

From that screen, you might see a pencil icon in the top right corner - if so, select that, and then Advanced options. From there you'll see a "Proxy" option - it should be set to "None". If you don't see the pencil, then scroll down to look for "View more", or "Advanced options", or something mentioning proxy settings.  You want to make sure the proxy is set to None.

One additional thing that will help - can you select the Live tab in the EE TV app, and then try to watch TNT Sports 1.  This will provide more information to me about the connection. I would expect it to fail.

[Lenh1]

I've live TNT Sport OK but can't find any mention of proxy anyehere

[Lenh1]

Incidentally below the VPN box  is             private DNS set to on don't 

know if this has any significance 

[DarrenDev]

OK, so that has confused me even more - the video played, and it shows that it correctly came from your home broadband line. So it looks like the posts to this forum coming from Sweden may just be a red herring.

For now, I can only make one more suggestion: reboot your EE hub and TV Box at the same time.  If you're using powerline adapters between the TV Box and router, reboot those at the same time too.  Once everything has booted up, give it another go.