topic Re: Pairing the app with my BT hub in Broadband & Landline

Pairing the app with my BT hub

PhilK2 — Mon, 20 Apr 2026 09:04:18 GMT

I can’t get my app to pair with my BT hub. It has worked okay in the past. I have tried switching the hub off for five minutes, reinstalling the app, keeping my phone right next to the hub throughout and pressing the reset button on the hub too. All I get is a waiting screen while it tries to pair. I’ve run out of ideas and I really need to reset the parental controls, which I’m told can only be done using the app. Can anyone help please?

Re: Pairing the app with my BT hub

Christopher_G — Mon, 20 Apr 2026 11:38:53 GMT

Hi @PhilK2

Did you see @Michael_D's reply to your other post?

You've tried most of the steps we'd recommend here. My advice would be to use the new EE hub, if you were sent one, or have a chat with our technical support team to see if they can check everything from our side.

Chris

Re: Pairing the app with my BT hub

PhilK2 — Mon, 20 Apr 2026 15:16:54 GMT

Thank you. How would I go about getting to a new EE hub? I was never given one when our cable was installed, they said just to use the old BT one.

Re: Pairing the app with my BT hub

XRaySpeX — Mon, 20 Apr 2026 15:54:54 GMT

You could but just ask but you probably not be given 1 if EE reckoned that your BT SH2 would do just as well.

Re: Pairing the app with my BT hub

Christopher_G — Mon, 20 Apr 2026 16:56:00 GMT

I'd definitely recommend speaking to our technical support team, @PhilK2. They'll be able to check everything from our side and help you manage it.

Chris