Pairing app with Tv box pro

[JohnHig]

I have recently set up my new EE TV pro box but cannot pair it with the app. I always get a message not found. I have rebooted the box and still nothing. Any idea what I am doing wrong or is there an issue with the app/box?

[DarrenDev]

The mobile and the TV Box need to be connected to the same WiFi, and on the same subnet - if you're using any of your own WiFi extenders or switches then they may cause issues. You've rebooted the TV Box Pro, but it's also worth rebooting the hub.

[JohnHig]

The mobile and the TV box are on the same network - I only have the one subnet, I have scanned the network and can see both devices on there. I have tried restarting router still cannot find the TV box.

I did have the TV box connected by cable so  have disconnected the cable and connected it to WiFi instead and still cannot discover the TV box with the app

[DarrenDev · Accepted solution]

Are you using the router provided by EE? Are you using a VPN on your phone?

It's been a few years since we last had an issue with the TV Box not being discoverable.

If you're using the provided router and don't have a VPN enabled on your phone then the only thing I can suggest is a factory reset of the TV Box. 

[JohnHig]

Problem solved thanks. I had a VPN running on my phone, turning this off has allowed me to discover the TV box. I am hoping I can now reconnect the ethernet cable to the box!