topic Re: BT Hub to EE Broadband in Broadband & Landline

BT Hub to EE Broadband

CJ1805 — Fri, 08 Nov 2024 14:04:54 GMT

I have switched from BT to EE and Vodafone to EE for my mobile contract! Currently still thinking this may have been the worst decision I have made!!

I cannot get my BT hub to connect and pair with my EE account. I have reset my hub so that it is using the password which it arrived with, but it still won't pair.

This means I am unable to set any parental controls up etc and makes this whole - how wonderful EE for their parental controls etc a complete JOKE!

Please if anyone knows how I make this work I would be incredibly grateful.

Re: BT Hub to EE Broadband

Leanne_T — Fri, 08 Nov 2024 16:52:44 GMT

Hi there @CJ1805

Thanks for coming to the community and I am sorry you have been unable to pair the router to the app.

Do you get an error message when pairing in the app?

Which BT router are you using?

Also, just to check have you tried deleting the app and reinstalling to see if this helps?

Speak soon 🙂

Leanne.

Re: BT Hub to EE Broadband

XRaySpeX — Fri, 08 Nov 2024 17:27:06 GMT

@CJ1805 : The EE app doesn't work with BT routers. If you still have access to MyBT you can use that.

Re: BT Hub to EE Broadband

Jes16 — Fri, 08 Nov 2024 18:24:22 GMT

I have just moved with EE with a BT hub. If they are not compatible why are EE not sending out new EE hubs?

Re: BT Hub to EE Broadband

XRaySpeX — Fri, 08 Nov 2024 18:29:18 GMT

@Jes16 : Good Q!

Re: BT Hub to EE Broadband

CJ1805 — Fri, 08 Nov 2024 19:32:48 GMT

I have uninstalled and reinstalled the app, restarted the hub and got bored of the whole process tbh!

I was informed that the hub that I had was compatible with EE, however if it's not compatible with the app what is the actual point!

Re: BT Hub to EE Broadband

CJ1805 — Fri, 08 Nov 2024 19:33:34 GMT

How ridiculous is that... They can provide the correct hub to work with their app.

Re: BT Hub to EE Broadband

CJ1805 — Fri, 08 Nov 2024 19:34:33 GMT

I have never regretted a move more than this one...

Re: BT Hub to EE Broadband

Peter_W — Sat, 09 Nov 2024 09:58:22 GMT

Good morning @CJ1805.

I really appreciate you'll want to make the most of all aspects of your service, so I'd recommend reaching out to our customer care team so we can be sure we've looked over every option we can for making sure you're able to use our WiFi Controls.

Peter

Re: BT Hub to EE Broadband

CJ1805 — Sat, 09 Nov 2024 17:04:54 GMT

I have been on the online chat with a tech for over a. Hour yesterday and that resulted in them telling me I needed to call and get someone to send me an actual hub it'll work with... I called and was on hold for over 40minutes - by which point I had once again had enough of this absolute horror show that is switch to EE.

Re: BT Hub to EE Broadband

Katie_B — Sun, 10 Nov 2024 08:18:40 GMT

Hi @CJ1805.

Have you been able to speak with a member of our customer care team since your last post?

Katie

Re: BT Hub to EE Broadband

CJ1805 — Sun, 10 Nov 2024 16:34:35 GMT

Nope! I am not sure who has as many hours to waste calling EE as I have had
to do since moving over to you, I'm sick to the back teeth of it all!

I have got equipment that doesn't match with the EE app which is
ridiculous! I now have internet that has zero parental controls too...

Fed up with the whole thing.

Re: BT Hub to EE Broadband

CJ1805 — Mon, 11 Nov 2024 10:32:58 GMT

I have called EE and waited hours so far on the phone and not been able to talk to a single person, I don't have the spare hours in a day to spend waiting on hold for their team to contact me. They need to contact me now and right this issue.

Re: BT Hub to EE Broadband

CJ1805 — Mon, 11 Nov 2024 10:35:40 GMT

I have tried and I have sat on the phone for hours waiting to get through. I don't have the time to sit for hours waiting for someone to answer the phoned. I have done everything that was advised over the chat and then searching online I have found many that have said that the EE App does not work with the BT Hub, therefore I have been mis-sold this amazing EE App and Parental Controls as a reason to move over to EE...

It has been a complete **bleep** up from the start and none of that my fault!!!

Re: BT Hub to EE Broadband

Leanne_T — Mon, 11 Nov 2024 16:48:55 GMT

Hi there @CJ1805

I am sorry this is not working for you and appreciate how frustrating this is.

We have no account access on the community to get the EE account looked into and if needed a support ticket raised. If you can try calling us again when you get the chance the team can help you get this sorted.

Leanne.

Re: BT Hub to EE Broadband

CJ1805 — Mon, 11 Nov 2024 17:58:40 GMT

If I contact again and finally get through to someone it'll be about
cancelling everything I have with this company through their lack of
competence.

Re: BT Hub to EE Broadband

Leanne_T — Mon, 11 Nov 2024 18:03:29 GMT

I am very sorry @CJ1805

Our technical support team are the best people to help you get this looked into and resolved. Our Contact Us page has numbers you can call to reach the team.

Please keep us updated.

Leanne.