topic Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password in Broadband & Landline

EE Smart Hub Plus (SH31B) - can I change the broadband username and password

bamber2000 — Sun, 25 Aug 2024 11:39:48 GMT

The title of the post says it all, really.

The background is that I have an EE Smart Hub that's several years old. (There's no model number on the device and I no longer have the box. It's the one with horizontal lights above and below the EE logo.) It started to become faulty in July this year, losing connection to ethernet hard wired devices in my house. (WiFi remained okay.) Restarting the router solved the problem for a while, but after a variable period it would once again lose connection to ethernet hard wired devices.

Around this time subcontractors put fibre into the village where I live. I rang EE and am changing over to full fibre soon. The new EE wifi router has arrived (SH32B) and I expect that that will solve the wired ethernet problem.

Whilst awaiting a visit from an Openreach engineer to bring the fibre into my house, I thought I'd try to use the new router to connect me to my [copper] broadband, but the SH32B router, unlike the SH31B router, doesn't have a grey broadband socket. So I bought a 'new, unused' SH31B router (which does have the grey broadband socket) on eBay, with the intention of using it to replace my faulty router whilst awaiting the engineer and full fibre.

However, the SH31B won't give me an Internet connection (via my copper broadband). The broadband username is a BT one: the router, although branded EE, must have been supplied to a BT customer. I assume that the reason it won't connect to my copper broadband is the BT username: it needs to use an EE username. (By the way, the password isn't shown: the router's web page says that it isn't revealed for security reasons.)

Hence my question. Is there a way to change the SH31B's username and password to EE ones so that I can use it whilst awaiting my engineer visit? I can't find a way on the SH31B's web pages. Perhaps there's a hidden way of doing it.

Help appreciated so that I can go back to using my ethernet wired devices without the frustration of intermittently losing Internet connections.

Peter

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

XRaySpeX — Sun, 25 Aug 2024 11:50:22 GMT

EE uses the same BB PPPoE Username/pwd as BT: bthomehub@btbroadband.com /BT or blank.

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

JimM11 — Sun, 25 Aug 2024 13:14:04 GMT

@bamber2000 You could try the factory reset of the router, there is no reason for it not to work out of the box, unless faulty, or EE have blocked it, bad cable. filter etc, don't know how you are connecting it up, and E-bay is return if not working to sender..

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

bamber2000 — Sun, 25 Aug 2024 15:43:13 GMT

Thanks, XRaySpeX and JimM11. I’ll try a factory reset, but not whilst my girlfriend’s streaming a film!

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

XRaySpeX — Sun, 25 Aug 2024 16:06:54 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

bamber2000 — Mon, 26 Aug 2024 13:00:32 GMT

I waited until my girlfriend was out, factory reset the SH31B and it’s now up and running as it should be.

Thanks again.
Peter

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

pcoventry8 — Thu, 23 Jan 2025 15:06:08 GMT

I know this is old (and I found it by searching if we all share the same UN/PW) - but you said it was not giving you a connection - but then had to do a reset after streaming a movie on it? So was it a legit post? If so how did it do that? Was it 4G backup? I am curious!

Re: EE Smart Hub Plus (SH31B) - can I change the broadband username and password

XRaySpeX — Thu, 23 Jan 2025 16:27:35 GMT

@pcoventry8 : It was legit! The OP's issue had nowt to do with the BT BB username which can't be changed but will work on any EE & BT (& maybe PN) connection.