topic Re: Re: BT smart hub not able to pair with EE app in Broadband & Landline

Re: BT smart hub not able to pair with EE app

marco806 — Sun, 10 Nov 2024 10:43:51 GMT

i upgraded from BT full fibre 500 to full fibre 900 a few weeks ago.....As the bt router is not fit for those speeds when wireless i phoned up and asked to downgrade to 500...I was told by the BT/EE employee that this couldn't be done as new terms and conditions now stated that there is no 14 day cooling off period...lol however i could move to EE and he would give me a great deal.

I basically told him he was lying and i wished to put in a complaint....Anyway, long story short, BT seem to have removed the online complaint form, but i did find an email address , a very nice lady phoned me and i was downgraded to 500.

Now i would not want anyone sacked for telling bare face lies to obtain commission, (maybe the managers need sacked mind as they are condoning this despicable practice) but i dread to think the lies being to told

to vulnerable older folk to move them to EE.

Re: Re: BT smart hub not able to pair with EE app

XRaySpeX — Sun, 10 Nov 2024 10:54:31 GMT

@marco806 : Why post here? This has nowt to do with EE apps pairing with BT routers. Indeed it's nowt to do with EE. Your issue is with BT. Take it up with them.

EE has both a complaint form & the statutory 14-day cooling-off period.

Re: Re: BT smart hub not able to pair with EE app

marco806 — Sun, 10 Nov 2024 11:01:04 GMT

oh, it has everything to do with EE....The staff member was an EE employee, he was going to transfer my broadband to EE...Your defence of EE/BT is touching but their business practice is of the cowboy variety.

a public investigation would not go amiss imho giving the lies being told to folk be it on routers or anything else for that matter.

Re: Re: BT smart hub not able to pair with EE app

Northerner — Sun, 10 Nov 2024 11:11:22 GMT

Hi @marco806

What is the issue with your WiFi. Just remembered this is only as fast as the radio in the device you are using to connect to WiFi.

Are you using/connecting to the 2.4 or 5 WiFi network frequency.
When you upgraded were you provided with a new router, if so which one.

@XRaySpeX is correct if you are on BT you will need to complain to them here:

https://www.bt.com/help/contact-bt/complaints/make-complaint

If you want to complain about EE then you need this link:

https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Re: BT smart hub not able to pair with EE app

marco806 — Sun, 10 Nov 2024 11:14:38 GMT

im quite happy with full fibre 500....using a third party router/mesh system now which is excellent.

900 was overkill.....its the despicable business practices of ee/bt which i am commenting on, particularly, the poor folk conned into moving to EE, and "conned" is the appropriate term too.

Re: Re: BT smart hub not able to pair with EE app

XRaySpeX — Sun, 10 Nov 2024 11:30:17 GMT

@marco806 wrote:

I was told by the BT/EE employee that this couldn't be done as new terms and conditions now stated that there is no 14 day cooling off period.

Oh, yes, BT does! It's covered in their BT Home Phone & Broadband Terms & Conditions:

cooling-off period – the period from the date the agreement is made until 14 days after:

the loaned equipment (if any) is delivered;

the service start date; or

the day you receive your order confirmation;

whichever is latest.

Indeed it would be unlawful for them not to have the statutory 14-day cooling-off period.

Re: Re: BT smart hub not able to pair with EE app

Macspurs — Sun, 10 Nov 2024 16:15:03 GMT

BT/EE seem to be migrating customers to EE despite knowing there are issues with pairing and controlling the hub and viewing account / billing. I’ll post my full experience once my issue is resolved.

Re: Re: BT smart hub not able to pair with EE app

Matt_124 — Sun, 10 Nov 2024 16:47:43 GMT

To be fair @marco806 by moving to EE on Full Fibre 900 you would have been given the EE Smart Hub Plus automatically which is a WiFi 6 router and therefore more capable of those speeds. And if the migration was done correctly by the team, it can be linked to the EE app and controlled from there.

The issue most people seem to have, and one that I think EE need to take a lot more seriously, is the linking of accounts for access to the EE App.

There is a tendency from the agents to set up accounts to the wrong email addresses or not look to link these to existing mobile accounts at the point of sale in order to save themselves time or hassle, however it just passes it down the chain to support teams who can't do it because there are two separate accounts created.

I always say if people can emphasise to the guides if they've got an existing EE account that they want it linked to, and make sure that is done, before allowing them to place the order.

Re: Re: BT smart hub not able to pair with EE app

marco806 — Sun, 10 Nov 2024 19:59:31 GMT

yes, understand all that, but EE are not competitive on price if in a city fibre area...the real point im making is that ee/bt staff are on commission to move folk from bt to ee.......this they are doing in the most shady of ways, a lot of the time when its not even financially advantageous to do so for the customer, when folk lose services they had with bt....never mind all the other issues you have listed. Telling folk they have no choice but to move is pretty distasteful.

they are telling bare faced lies to folk to earn money and are conning imo old, vulnerable folk.

Re: Re: BT smart hub not able to pair with EE app

JimM11 — Sun, 10 Nov 2024 20:15:54 GMT

@marco806 You do know that this is a public forum and what you are posting is open and forever in the wild now.

Re: Re: BT smart hub not able to pair with EE app

Matt_124 — Sun, 10 Nov 2024 20:21:48 GMT

Understood, you didn't mention any of that in your original comment. CityFibre and other altnets 100% lead on price and Openreach-based providers will always pale in comparison.

However even then I would say the mobile benefits make it attractive/worth it for some people as the saving they make on their mobile covers the difference and maybe even more than covers their difference.

I understand where you're coming from, but everyone's circumstances are different and a lot of people are happy to take an EE broadband plan at 29.99 for 150 Mbps and have their mobile on a 30 day contract with unlimited data at £10, £13 or £16 with EU roaming or as airtime with a new phone and deal with the one company for everything with access to lots of local stores and UK based call centres for support.

Those offers are very very good for being directly with a big MNO and i dont think its fair to say people are being conned on every occasion.

Re: Re: BT smart hub not able to pair with EE app

marco806 — Sun, 10 Nov 2024 20:29:59 GMT

you make valid points...im actually happy with full fibre with bt...they are more expensive , but ive had no issues whatsoever.

im not really on about the folk making informed choices though.

in any case, ive made my views known.....i think its bad practice to pay folk commission in these circumstances. very bad practice.

i wont comment further, and i know many, many folk will be happy with the price theve paid and the service they get from bt/ee....

Re: Re: BT smart hub not able to pair with EE app

JimM11 — Sun, 10 Nov 2024 22:02:37 GMT

@marco806 Link from EE about it all.

BT and EE are coming together to give you more | Learn more about the relationship between EE and BT

Re: Re: BT smart hub not able to pair with EE app

DanBD1 — Mon, 11 Nov 2024 06:41:27 GMT

Your point is?

Re: Re: BT smart hub not able to pair with EE app

JimM11 — Mon, 11 Nov 2024 07:10:16 GMT

@DanBD1 There is no point!