Most new routers broadcast on 2.4GHz and 5GHz and when the neoHub sends its pairing request the router should route the command to all devices on all frequencies.
However some routers only send the command on the 2.4GHz and if your phone happens to be on 5GHz it will never pairing request. Therefore you should check that your smartphone is connected to the 2.4GHz WiFi Network. You may need to consult your WiFi Router manual or contact the manufacturer for more details on how to do this.