topic Re: Moved from BT to EE in TV

Moved from BT to EE

Briars — Wed, 29 May 2024 11:53:35 GMT

I was advise several weeks / months no idea that I’d been moved to EE ( already had sim only pay as yougo)

did know you could refuse.

im now trying to check my tv package contents and can’t get in to my account!

have to say had no success with chat line , or two hours spent on phone yesterday, I only have one email address and don’t want another

Im in my 80s and getting very angry , I want to check bills etc by email on my iPad and that’s where I want to communicate or with a human.

any ideas?

Re: Moved from BT to EE

Katie_B — Wed, 29 May 2024 14:47:03 GMT

Hello @Briars.

Thanks for coming here.

Do you have an EE SIM?

What happens when you try log in to your account online?

Katie

Re: Moved from BT to EE

Briars — Thu, 30 May 2024 17:03:27 GMT

Hi Katie,

I just get my mobile EE account details and monthly bill

Re: Moved from BT to EE

Briars — Thu, 30 May 2024 17:05:29 GMT

Katie ,

yes I have SIM card it’s not that they say I’m now EE customer for tv broardband that’s the bills I near to look at

Re: Moved from BT to EE

Katie_B — Fri, 31 May 2024 07:11:49 GMT

Thanks for getting back to me @Briars.

When you spoke with our customer care team did they try link your account?

When did you move from BT Broadband to EE?

Katie

Re: Moved from BT to EE

Briars — Sun, 02 Jun 2024 18:49:31 GMT

No they don’t see to have , I still can’t see my tv bills
Gill
Sent from my iPad

Re: Moved from BT to EE

Katie_B — Mon, 03 Jun 2024 07:20:14 GMT

Hi @Briars.

I'd recommend getting back in touch so our customer care team can look into this further.

Please keep me updated.

Katie

Re: Moved from BT to EE

RJ487 — Fri, 07 Feb 2025 17:53:00 GMT

Recently renewed hub - from bt hub to ee smart hub.

tv won’t connect, says "connected to hub but no internet", all other devices including other tv working properly.

It’s been suggested it’s an old smart tv (2018) and needs replacing.

Hub is

Smart Hub SH31B

Model: F5394 CP

Any advice please?

Re: Moved from BT to EE

Midnight_Voice — Fri, 07 Feb 2025 23:06:13 GMT

@RJ487

2018 isn’t old, and the TV is probably OK. But it would help us to know the make and model.

First off, try restarting the router.

Re: Moved from BT to EE

RJ487 — Sat, 08 Feb 2025 09:37:09 GMT

Have restarted, reset, reconnected multiple times and ways. Spoke to ee - all checked ok, suggested contact Panasonic- thought tv maybe to old, tried several things inc creating personal hotspot etc. Nothing helps.

Re: Moved from BT to EE

Midnight_Voice — Sat, 08 Feb 2025 10:50:42 GMT

@RJ487

You tried restarting the Smart Hub?

Can you try connecting the TV over an Ethernet cable?

Re: Moved from BT to EE

RJ487 — Sat, 08 Feb 2025 13:15:49 GMT

Tried that yesterday, same result

Re: Moved from BT to EE

Midnight_Voice — Sat, 08 Feb 2025 14:42:37 GMT

@RJ487

That’s very odd then. Not that I haven’t seen the issue, and with a YouView box as well, but it’s usually transient, and doesn’t survive the rebooting of the affected device, the router, and anything in the pathway between.

Is there by any chance anything in the pathway in between - PLAs, a mesh hub, a repeater?

Re: Moved from BT to EE

RJ487 — Sat, 08 Feb 2025 20:19:21 GMT

No nothing!

solved problem, bought new tv - no problem now

Re: Moved from BT to EE

Mustrum — Sat, 08 Feb 2025 20:50:47 GMT

@RJ487 Had you reset the network settings on the TV?

Re: Moved from BT to EE

RJ487 — Sat, 08 Feb 2025 21:04:28 GMT

Yes! Tried everything over 3 days.
Message showed ‘ network available but no internet connection, gateway does not respond.
TV was connecting to router but no internet connection.

Re: Moved from BT to EE

Midnight_Voice — Sat, 08 Feb 2025 22:16:22 GMT

@RJ487

What did you get?

Re: Moved from BT to EE

RJ487 — Sat, 08 Feb 2025 22:48:27 GMT

Re: Moved from BT to EE

RJ487 — Sat, 08 Feb 2025 22:54:05 GMT

Would have thought ee should be informing customers new smart hubs not compliant with older devices. If you call 2018 old?

Re: Moved from BT to EE

Midnight_Voice — Sun, 09 Feb 2025 11:23:50 GMT

@RJ487

I just got reminded about the Date/Time issue. If your Panasonic wasn’t set to the current date and time, then this can cause the issue you describe.

Was this a fix you tried?

Other than that, the internet is dripping with ‘Connected, no internet’ reports, among which Panasonic TVs have their fair share.

Did you look at these, and try any of the fixes described?

But while any two bits of kit may have some incompatibility that means they can’t play nice together, there’s no general issue causing the sort of blanket incompatibility between router and older TV that you suspect might be the case here. Otherwise, we would be swamped with such reports, and we aren’t.

Certainly, this 2016 32” Series 5 Samsung I am looking at now is working perfectly well with my SH2.