topic Re: Cannot connrct to hub from app in Broadband

Cannot connrct to hub from app

Waterbottle — Tue, 29 Apr 2025 10:19:27 GMT

Despite the instruction manual telling me I can, a dedicated page on the three Website advertising I can connect the hub with the app to check signal strength and speeds etc

There is no way to connect my hub to the three app, I get to the login page and it refuses to accept any password put in

Re: Cannot connrct to hub from app

JonathanB — Wed, 30 Apr 2025 15:01:09 GMT

Hi @Waterbottle,

Sorry to hear this. Are you having trouble with the Three App, or the Three 5G Broadband App?

Which model of router do you have? If you're not sure you can find the model names and images of them on our Device Support area.

Thanks,
Jonathan

Re: Cannot connrct to hub from app

Waterbottle — Sat, 10 May 2025 14:26:59 GMT

Three app, the one prompted to download in the qr code within the leaflet, I have the MC801A.

Reached out to the corporate office as getting no where with the script following Indian call centre, they sent me a replacement hub which also doesn't connect to the hub.

Tbh feel a little mis-sold, all the advertisements in the process of ordering it said I could, even now the website displays my hub model as being manageable on the app.

Re: Cannot connrct to hub from app

PeteG — Sun, 11 May 2025 08:48:48 GMT

I think there might be a mix up on how this works. The three app doesn't connect directly to the 5G Hub. It lets you manage things relating to the broadband, such as bills, account details, etc. If you're looking to alter settings within the Hub, you do that through the admin page. The address for that will be on the label on the rear of the hub.

Pete.

Re: Cannot connrct to hub from app

MymsMan — Sun, 11 May 2025 12:19:11 GMT

@PeteG

This mix up is caused by Three's emails specifically telling users that they can use the THREE app to do all these things

Your first week with us has flown by already. We hope you've enjoyed your new 5G Outdoor Hub and the super-fast 5G speeds.

If you’ve not already registered for a Three app account, keep on reading for all the benefits.

Manage your account with ease.

If you haven’t already, download the Three app to manage your broadband. This makes it quick and easy to look after your account.

The Three app allows you to:

Check & pay bills

Check signal strength & speed tests

Manage guest Wi-Fi

Optimise hub position

Adjust parental controls

This is very misleading for new users

Re: Cannot connrct to hub from app

Waterbottle — Mon, 12 May 2025 12:06:47 GMT

So why does the instruction manual with it tell me I can, why does the app have the option to connect a hub, and list the very hub I have, why does three's website have a page dedicated to telling you all the things you can do with your hub once connected to the app?

Filed a complaint with ASA

Re: Cannot connrct to hub from app

Waterbottle — Mon, 12 May 2025 12:09:05 GMT

Emails.

The actual app.

Multiple pages on three's website.

The instruction manual that comes with your hub.

It's misleading to everyone, I've made a complaint to the ASA about it.

Re: Cannot connrct to hub from app

JonathanB — Tue, 13 May 2025 12:38:29 GMT

Sorry for any confusion here, we've fairly recently incorporated the "manage Broadband" option into the Three App.

If I'm following correctly @Waterbottle you're using this option when you first open the app, choosing the MC801A, then are prompted for a log in, and you're not sure what to enter there?

Re: Cannot connrct to hub from app

Waterbottle — Wed, 28 May 2025 18:46:40 GMT

Tried both sets of passwords on the hub, the app claimed these were incorrect, reset the hub, still no joy, tried a replacement hub, this didn't work either.