topic New EE Hub adpts my old hubs user name and password after EE app instructions in Broadband & Landline

New EE Hub adpts my old hubs user name and password after EE app instructions

R09 — Fri, 09 Feb 2024 10:38:10 GMT

While setting up my 'smart' devices on my new hub I was offered an option on the EE app to move all the devices across to the new hub which seemed a great idea and service and a time saver. The reason for looking was that most smart plugs work on 2.4GHz and I couldn't see the option on the new hub to choose that frequency.

After going through the stages I checked the connected devices and the Google items were across but not connected and all the smart plugs hadn't come over. Undeterred by the setback I tried to connect one of the smart plugs and noticed that my new hub was missing from the network, and more concerning my old hub which was disconnected was live as a network!!

After some digging and logging onto the new hub I found that the EE app had not just moved a few devices but had renamed the new hub with the old hubs name and changed the password to the old hubs password. Also none of the smart devices I'd originally moved were working because they were looking for the new hub!

Now I have a fault with the connection and can't get an engineer for 3 days. I was going to change all the hub name and password back but concerned its changed other things and need to work out what its done.

Anyone gone through this and have ideas? Also don't copy the devices over via the EE app unless you a pretty technically savvy.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

XRaySpeX — Fri, 09 Feb 2024 10:40:31 GMT

Which EE router have you?

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

R09 — Sun, 11 Feb 2024 09:24:50 GMT

I have the Smart Hub Plus

It arrived last week so I presume it's the latest version

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

GosforthUK — Mon, 12 Feb 2024 02:19:35 GMT

Reset HUB to default/Factory settings (5-10 second push reset button with a paper clip) and it is supposed to adapt original settings (new HUB settings)...

If You have EE Super hub Plus (2023) coded as SH31B, there IS an option to SWITCH OFF 5 GHz network, and go through manual setup of all devices eventually...

-> 192.168.1.254 (assuming HUB will be reset to default) -> advanced Settings -> Admin password from HUB login card (assuming again, it's back on factory settings) -> Wireless

and there You could switch off 5 Ghz Wifi for a time, when You need only 2.4 GHz to have on, to allow You adapt device by device from Your Smart Home, to new HUB...

don't forget to switch back % Ghz, to have option use Your speed better 🙂

and NO, there is no option to have different names for 2.4 and 5 GHZ Wifi, it's same SSID

Or, If You prefer, simply change SSID (Wifi Network Name) and password to old settings = and devices will hook up to it (no option for You probably, whilst some devices You manually changed to new WiFi name already)

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

R09 — Mon, 12 Feb 2024 06:52:25 GMT

Thanks GosforthUK

I'll try that after the engineer has been this morning

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

R09 — Tue, 20 Feb 2024 10:09:21 GMT

@GosforthUK

The engineer didnt come and not sure if they fixed something at the switch or local box, however I spend a fairly productive morning on the phone to and EE support guide in the broadband team.

We reset the hub, checked through the settings and then I added all the 'smart 'devices back onto the network all apart from the smart plugs. I bought a TP Link extender and set them up onto that otherwise it was impossible or a lengthy workaround to get them connected. I'd asked when agreeing to the new broadband if it was compatible with all smart devices and was told yes. The fact there is a problem with accessing 2.4GHz on the hub is certainly a problem without additional equipment.

Having solved that I've started to get a wild swing in WiFi signal in the house and from 400MBs to 41MBS in the same room on different days and times. Also the upload on the 41MBs reading was 42MBs which i thought was unusual?

Any ideas or is anyone else experiencing these swings?

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mike100C — Wed, 19 Jun 2024 09:13:58 GMT

I have exactly the same issue, I set up my new hub and extender yesterday and used the EE app to migrate all my devices to my new hub, during the process it requested my old Network name and password (Old hub switched off and ready to return). It then confirmed that all had been moved successfully, but upon checking my settings later I noticed that the new EE hub had vanished from my network and my old BT hub2 was now "back" as was it's password - on all my devices. I should add that I had initially set up my phones and iPads with the new hub and it's password and we're working fine, they have also been changed back to the old BT hub network name and password! Curiously the EE network extender is still showing as was. I contacted EE, they said that it is likely that it was because I was setting up for the first time and my system had only just gone live and it would sort itself out over the coming days. Having now "googled" this issue it would seem to be valid fault within the app and nothing to do with my setup timing. I am loathe to change the name and Network password back to the EE one supplied just in case it has affected any other settings with the system. I have been given a link to call them back if this problem persists, which it looks like it will. Great start EE, fix this quick??? NOT IMPRESSED.....

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

JimM11 — Wed, 19 Jun 2024 09:37:49 GMT

@Mike100C The new EE router, ssid and password, can be whatever you want and the defaults are good only because if you have to reset it then that is what it will revert too and the removable card on the router has the details. Down side to changing is that you have to keep a note of the values, i have changed all the ssid,wireless password, and admin password, reason to have minimum downtime and network up as quick as possible. Looks like the app mixed up changing your Smart wi-fi but would be interesting to know for sure if you switch it of does that network name disappear as there is a hidden ssid on the router but do think it is for setting up the guest network but you never know, if you wish to test and post back please do. It is a lot easier for the app function to change the router values to match existing/previous control. Your devices because once had a connection, they were stored and just reverted back to those values...

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mike100C — Wed, 19 Jun 2024 10:01:29 GMT

Hi Jim

thanks for your quick response to my dilemma. I've powered down the hub (left it off for about 90 secs) switched it back on and everything is the same, wrong network name, password etc. It looks like I'll be calling EE shortly to get this sorted. The irony here is that they want me to return my old BT Home hub 2, which of course has my network name but more importantly my password on it and presumably stored within it? I'll keep you up to speed with my progress (or lack of it). I wonder if the EE Techies read these posts?

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

XRaySpeX — Wed, 19 Jun 2024 10:08:12 GMT

@Mike100C : You could blank out or anonymise your SSID & pwd before you send it back.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

JimM11 — Wed, 19 Jun 2024 10:09:37 GMT

@Mike100C Sorry mike was more about your extender as if it is still transmitting the EE-****** ssid, was wondering if it was even working, depending on if it is using wired/wireless backhaul to the EE Smarthub+ router. Guides do read and may get back to you when they get time. If it is working or not, would be good to know led's status before/after switch off/on. HTH and good luck, looks like a quick easy way to get network up, but not a fan of having to use a mobile app to make a router operate IMHO.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mike100C — Wed, 19 Jun 2024 10:23:49 GMT

Hi Jim, sorry misunderstood, I will confess to not being that Tech Savvy and have probably peaked. After switch off and on the light on the extender is the same colour as the router ( That washed out green), as for whether or not it is transmitting? I have no idea how to check that, but I do understand your reason for asking. I'm going to call EE now and no doubt waste the remainder of my day! I wish I'd just connected everything up manually as I had already started, live and learn and I agree with the latter part of your comment.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

JimM11 — Wed, 19 Jun 2024 10:39:08 GMT

@Mike100C Thanks for the reply and what you done so far great info. You would only see transmit if you were connecting a device on wi-fi and it offered it as one of the connections etc. Washed out Aqua, that's best i have heard, it's not blue it's not green it's inbetween.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mustrum — Wed, 19 Jun 2024 10:44:00 GMT

@Mike100C you could always just facory reset your router, insert a suitable object in the pin hole on the back of the router and hold for 30 secs - your original WiFi settings should be restored - but then you will need to gp through each device to connect them.

The feature is meant to save you doing this.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mike100C — Wed, 19 Jun 2024 11:35:21 GMT

Hi All, the good news is that I haven't wasted my entire day. I talked to a very knowledgeable EE Guide in Ireland. He is fully aware of the shortcomings of the App and what it does when migrating devices. He told me that what I have experienced is exactly what it is supposed to do, i.e. morph the EE hub into the old Bt hub Network name and password in order to preserve all the connections to your devices. He did, however, agree with me that this action should be quite clear before accepting the migration assistant on the app. He checked my system and confirmed that the smart wifi extender is working fine as it should (more good news) , so essentially nothing for me to do. It was mentioned as per Mustrum's comment above that I could do a factory re-set and load all my devices manually if I wanted to. So for the moment I will continue as is. Every connected device is working as it should. I may at a later date decide to bite the bullet and do a re-set. Thank you all very much for your informative comments and help. I just hope that future EE newbies are advised exactly how the App works before attempting to use it! Have a great day.......

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

JimM11 — Wed, 19 Jun 2024 11:42:13 GMT

@Mike100C And never do a pin hole reset, if you do it will go back to the basic router out of the box state, and you will be back on the app again to get it all back. You have 60 days before needing to return the BT2 hub and anything else they requested, let it chill for a couple of weeks before you send it back just incase you need it, both work no issues. Glad you got through, got the answer, and now you can sleep like a baby tonight....

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mike100C — Wed, 19 Jun 2024 11:54:20 GMT

Hi Jim

I did discuss the potential security/risk issues regarding returning the BT2 Hub and he has marked it as received for recycling - confirmed as well. So I will be keeping the BT2 as well (useful for a back up just incase).

Not so sure about sleeping like a baby though 🙂 🙂

Mike

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Mustrum — Wed, 19 Jun 2024 12:03:41 GMT

@JimM11 wrote:

And never do a pin hole reset, if you do it will go back to the basic router out of the box state, and you will be back on the app again to get it all back.

That is the idea, why on earth would you say not to? By all means warn of the consequences, but there are plenty of reasons to do a factory reset to get things back to a stable state.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

JimM11 — Wed, 19 Jun 2024 12:26:09 GMT

@Mustrum Consequences were stated.

Re: New EE Hub adpts my old hubs user name and password after EE app instructions

Djp007 — Wed, 02 Oct 2024 20:32:02 GMT

Factory reset fixes this buddy. It happened to me too.