topic Migration from BT to EE - Smart Hub Plus in Broadband & Landline

Migration from BT to EE - Smart Hub Plus

swarrin — Wed, 03 Jan 2024 16:52:58 GMT

I recently placed an order to move from BT to EE - I specifically wanted to do this to access new router technology such as WiFi 6 and smart controls in the Smart Hub plus.

I was advised at the point of order that I would get this equipment, but now that my services have been activated I have been told that that's not true and I have to use my BT Smart Hub 2.

I have been passed from pillar to post with no joy in trying to get this remedied.

Has anyone else moved over from BT and had new equipment? I have access to the EE app but obviously not the smart controls, so it all seems a bit strange.

Any advice appreciated.

Re: Migration from BT to EE - Smart Hub Plus

Wombat1803 — Thu, 04 Jan 2024 00:02:23 GMT

Hi yes the same thing was said to me so I updated my package to the full works now I have the smart hub plus and hybrid connect but have not been sent the smart WiFi plus yet as there are delays getting them out to people who switched from bt to ee at least that’s what I was told

Re: Migration from BT to EE - Smart Hub Plus

garywood84 — Thu, 04 Jan 2024 00:32:06 GMT

I moved from BT to EE and got the Smart Hub Plus and Smart WiFi devices. But I’ve currently got an open complaint with EE because I’ve had nothing but problems with the new router and its app, which are definitely not ready for prime time. I’m probably going to go back to BT - stable WiFi 5 is better than WiFi 6 I can’t control.

Re: Migration from BT to EE - Smart Hub Plus

KJCook — Fri, 05 Jan 2024 12:28:49 GMT

Have to agree that the EE app does not work at all well with the latest Smart Hub Plus and Wifi Plus. Transferred from BT to EE this week. For several years I have been using own Orbi mesh network to get WiFi 6 speeds. I was hoping the EE hub would perform - but it is a shambles with the app. Trying to pair the extenders with the hub is nigh on impossible to achieve - spent hours. The app gives lots of ‘Sorry - our fault’ errors and fails to add the extenders. Browser access to the Hub management page is the slowest I have ever experienced on any router.

i have managed to get to a state where the browser view shows 2 extenders attached, but none of my 41 devices show as attached to them ?? I have given up with the app - as you say it is not ready for end users.

Re: Migration from BT to EE - Smart Hub Plus

garywood84 — Fri, 05 Jan 2024 14:04:18 GMT

@KJCook I'm interested in what you say here because I'm on the verge of going back to BT to get a reliable service again, but the downside of doing that is that I'll lose the WiFi 6, which -- when it's working -- is the only advantage to moving over to EE.

Could you tell me more about the Orbi solution you were using, please? I assume you had the BT Smart Hub 2 connected to your modem, turned off its WiFi, and connected the Orbi devices into that? Could you tell me which model of Orbi system you were using, please?

I'm wondering if a good solution in my case would be to revert to BT, but not subscribe to Complete WiFi, and then buy my own mesh system to run the WiFi...

Re: Migration from BT to EE - Smart Hub Plus

KJCook — Fri, 05 Jan 2024 15:35:53 GMT

@garywood84 I was happily using an Orbi 753 set - a router and two satellites. As I did not have BT TV or digital voice I simply put the Orbi router in place of the BT Smart Hub. Worked great, with an excellent app that showed what devices were connected to each device. It is a WiFi 6 mesh and worked smoothly for 3 years or more. However, Orbi sets are very expensive- but they do a great job.

After two days of EE’s ‘smart devices’ and App I’m ready to switch back to BT and Orbi!!

Re: Migration from BT to EE - Smart Hub Plus

Meridius — Wed, 17 Jan 2024 07:18:11 GMT

I got moved to EE from BT and was promised the smart hub plus but did not get it. Went through the highest level of complaints and basically we can not have it. Unless you get 1.6gb broadband as the smart hub plus has one 2.5gb port that you need for 1.6gb service.

I even told them I can not take out the extra gaming features as you need the new hub and their system would not let me subscribe to it because of this. Even trying to add the gaming service tie systems denied it.

so I am stuck with the bt hub and can not get the gaming service and new plus hub even their whole site advertises the fact.

the whole bt to ee merger is a mess and are failed advertising their products.

and to the ones saying I might go back to bt why ? Because in the next couple of years you will just get moved back to ee as bt are moving all residents to ee and business are staying u see the bt umbrella

ee and bt merger is a complete shambles so much for getting there advertised gaming features.

Re: Migration from BT to EE - Smart Hub Plus

Meridius — Sun, 21 Jan 2024 21:02:08 GMT

EE do have a router that supports one 2.5gb port it’s called the smart hub plus. The normal smart hub are and supply at the moment are just repackaged bt smart hub 2 which have been out for years and have 1gb port and wifi5

the smart hub plus has WiFi 6 as well as one 2.5g port and modes to be able to use there smart WiFi and gaming features if you subscribe.

I got moved to EE from BT and was promised the smart hub plus but did not get it. Went through the highest level of complaints and basically we can not have it. Unless you get 1.6gb broadband apparently as the smart hub plus has one 2.5gb port that you need for 1.6gb service.

I even told them I can not take out the extra gaming features as you need the new hub and their system would not let me subscribe to it because of this. Even trying to add the gaming service their systems denied it.

so I am stuck with the bt hub and can not get the gaming service and new plus hub even their whole site advertises the fact you can on all speeds

the whole bt to ee merger is a mess and are false advertising their products.

ee and bt merger is a complete shambles so much for getting there advertised gaming features.

I have also herd they might bring out a WiFi 7 version but who knows prob can not have that either.

Re: Migration from BT to EE - Smart Hub Plus

XRaySpeX — Sun, 21 Jan 2024 21:23:43 GMT

@Meridius : Which merger is that then? You mean the 1 in 2015? That's still affecting EE BB? Cuz EE BB was fine until recently.

Re: Migration from BT to EE - Smart Hub Plus

Meridius — Sun, 21 Jan 2024 22:25:55 GMT

Em the ee and bt merger. That everyone has been on about the last few weeks

https://www.techradar.com/computing/wi-fi-broadband/the-end-of-bt-as-we-know-it-ee-unveil-new-plans-for-ee-broadband-as-part-of-their-new-era

everything in that article, is a lie if you have been a bt customer and moved over to ee you can not have the new hub smart hub plus you can not add the WiFi Enhancer is the inclusion of a 'Work Mode' and 'Game Mode.

they say nothing when you sign up or on there site about bt customers getting sod all with there 24 month contract deal. I am not happy about it that’s for sure as I am now with ee. I mean most of there customer support don’t even know there’s another hub out. It’s a mess

Re: Migration from BT to EE - Smart Hub Plus

XRaySpeX — Mon, 22 Jan 2024 01:00:29 GMT

Oh, @Meridius , you mean the recent restructuring within the BT Group, with EE being the consumer arm & BT being the commercial arm.

Re: Migration from BT to EE - Smart Hub Plus

Meridius — Mon, 22 Jan 2024 06:18:38 GMT

@swarrin

nope I had the same problem. The gaming mode also only works with the new hub and you need to pay an extra £5 or £10. I can not remember. So I said I would take it but guess what I could not have it as the system would not allow it because I did not have the new hub which they can not send me as the system knows I was ported over from bt.

the whole thing is a joke and a mess. There is nothing in there website to inform bt customers that u will not be able to have such features and not only that you should be able to use these features regardless. There false advertising I am debating to contact some sort of body that deals with company’s like this.

Re: Migration from BT to EE - Smart Hub Plus

dikul51 — Tue, 23 Jan 2024 20:49:35 GMT

My BT contract was up for renewal so I rang to negotiate a better price (it happens every time renewal is due) and was sold EE broadband with the Smart Hub Plus and Smart Hybrid Connect, together with a Digital Voice adaptor, all of which arrived and broadband is now working fine as of yesterday(activation date 22 January). I don’t think Digital Voice is sorted yet as the phone is still plugged into the master socket. However, I have no control over the WiFi and as yet I cannot see my bill because the app is broken.

Re: Migration from BT to EE - Smart Hub Plus

Gail611 — Tue, 23 Jan 2024 23:12:32 GMT

I placed my order 1st Dec 23 for the same reason. Long story short since then I've had numerous issues to-date & still not yet sorted after speaking with 12 'guides' from all across England, 3 x engineers who were also disappointed when speaking with guides, wrong equipment on 3 x occasions. Excuses being: wrong order placed by the EE Operator from the onset, wrong hub 3 x times (cable connected from cabinet to house instead of cable to house direct), wrong instructions given to send all equipment back (or be fined £80) as well as an unhelpful disrespectful rude guide during my last call made on 15th Jan 24 to which I asked (twice) to speak to his manager, and was not successful!. On getting no further forward over 6wks I was forced to submit a formal complaint through their so-called 'web form' which didnt work either & was consistently rejected as it was to be no more than 500 words (it was 390) & finally l was forced to write & post a letter 20th Jan (paying £7.35) to be tracked & signed for on receipt, just to ensure my complaint would be acted upon. As yet I have still had no response... having being with BT for decades I can honestly say this is the worst customer service & provider I have ever dealt with ! I will be switching back as soon as possible !

Re: Migration from BT to EE - Smart Hub Plus

chrisjp1 — Tue, 23 Jan 2024 23:23:54 GMT

"and to the ones saying I might go back to bt why ? Because in the next couple of years you will just get moved back to ee as bt are moving all residents to ee and business are staying u see the bt umbrell"

Hopefully, by the time we are forced to move from BT to EE, the shambles that EE broadband services seem to be will have been sorted out.

Re: Migration from BT to EE - Smart Hub Plus

garywood84 — Wed, 24 Jan 2024 05:43:27 GMT

"...by the time we are forced to move from BT to EE, the shambles that EE broadband services seem to be will have been sorted out."

Exactly! We are currently being used as beta testers, because it's clear that proper testing was done prior to launch of "new" EE services. They are just not ready for prime time. And I can't understand why: BT/EE ran the longest trial imaginable for faster speeds and new hardware, which is one of the reasons that those companies lag behind in speed stakes over other cable providers and the rest of the world.

Re: Migration from BT to EE - Smart Hub Plus

hemmo888 — Thu, 25 Apr 2024 11:47:00 GMT

Just thought I would bring this "old" thread back because 3 months later it still seems to be happening. This week I chose to upgrade from BT to EE at a higher speed and was promised on the phone call the latest EE Smart Hub plus. Then on activation there was no mention of a router so I followed up and was told I have to stay on my old router and if unhappy I could exercise my 14 day cooling off period. Not being too happy with that I called to make a complaint to be told the same, but to be fair they then offered to send a new router, but couldn't guarantee what would be in the box!

I will need to wait and see but it might be the same as my old router....

They even tried telling me SH Plus is not compatible but rowed back on that when I reminded them their online promotion states that the service I signed up to comes with SH Plus. It is bizarre that they can still be doing this when it has clearly caused so many complaints.

If my inconsistent speeds and poor wifi coverage all go away then I can let this go but will need to find out in the coming weeks.

Several decades ago, the Telecoms market was opened up to break BT's monopoly but now we are back to square one again - they can do as they choose and tell customers what they want, there is no-where else to go.

Re: Migration from BT to EE - Smart Hub Plus

Rustybryn — Sat, 15 Jun 2024 13:09:32 GMT

Just received Ee smart hub to replace my bt home hub router which works fine.

switched out the routers but struggling to connect devices to the Ee one.

can I keep the bt home hub and return the EE one.Ee-app not very helpful either

Re: Migration from BT to EE - Smart Hub Plus

Rustybryn — Sat, 15 Jun 2024 13:48:21 GMT

Best of luck with that.I just switched from halo3(circa £70 /month )to Ee (28/mo) simply because bt (sky and all the others)do not allow you to”downgrade” service online or via apps.Only when I used u-switch to switch my account to another supplier,did bt contact me (within an hour)to give Broadband without the useless halo add-ons.

The new EE smart hub did plug and play to internet ok -but could not connect devices using ee-app.

I will keep the B Home hub(works well) and return the EE one and hope they get their act together and improve the App at some point.

Customer service?They don’t know the meaning of the term…

Re: Migration from BT to EE - Smart Hub Plus

JimM11 — Sat, 15 Jun 2024 15:35:18 GMT

@Rustybryn What devices are you struggling to get connected. You can keep and use the BT Smarthub2 if you have that one, pretty good router as far as i can see, some have reported that the new EE App does not play fully nicely with it. Whatever you do DO NOT SEND anything back until you are fully happy, you have 60 Day's to do so. HTH... Version 5.39.0 released 7th june for android is the latest. Not an apple user so you have to look that up if you use IOS.