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

Re: Pairing the app with my BT hub

PershorePlum — Thu, 21 May 2026 19:54:01 GMT

Experiencing the same issues and looking back through multiple threads this seems to be a known problem either the app going back at least 18 months. I’m really annoyed. To make matters worse they’ve issued me a new hub with a ‘quick steps to set up’ leaflet. And NONE of the links they tell me to look for are present in the app.

Re: Pairing the app with my BT hub

JimM11 — Thu, 21 May 2026 20:10:11 GMT

@PershorePlum 12 months ago the BT Smarthub2 got FW update, at that point the EE app started to work with the hub.

Linked below from the other day.

EE Home app blocked by VPN - The EE Community