If your using Wi-Fi mode then the SmartCom has to be on your network first. Press & hold Wi-Fi button on SmartCom until Wi-Fi LED flashes slowly then search on your phone for the SmartCom wifi network enter the passphrase which is inside the SmartCom then open your phones web browser and enter up address 192.168.2.1 this should bring up a web page for the smart com showing all available networks, select your home Wi-Fi network and enter its password, exit browser and try generating an app code on keypad.
Hi Handyman thanks for the reply
have tried your suggestion no luck
Alarm is in one of my garages connected to the internet by two tp link av1200 home plug network adapters, I have tried wireless and lan connections through these plugs
Also have turned of the smart setup on my bt hub as recommended through the texecom foum……….. still not connecting