topic BT smart hub not able to pair with EE app in Broadband & Landline

BT smart hub not able to pair with EE app

zhimeimei — Sun, 07 Apr 2024 00:16:02 GMT

renewed BT broadband contact and somehow being pushed to EE broadband last week . Was told the old BT hub should be working but I am not able to pair it with EE app when trying to use wifi control. It gave error message “ it is our fault. Try do it later “

Re: BT smart hub not able to pair with EE app

Schockwave — Sun, 07 Apr 2024 11:53:59 GMT

Hello @zhimeimei ,

Welcome to the community,

I would suggest ringing EE customer service, they should be able to sort this out for you.

Re: BT smart hub not able to pair with EE app

asteaman — Tue, 09 Apr 2024 18:35:35 GMT

There are quite a few customers whom switched over from bt to ee that have not been able to access wifi controls,on the app,for me this has been the case since Nov 23.

No matter how many updates they do its still does not work on IOS or android.

I was told the last update fixed the IOS issue(5th Apr) and an android version is being rolled out on 15 April 2024.

Re: BT smart hub not able to pair with EE app

Macspurs — Fri, 16 Aug 2024 22:18:50 GMT

I have also been migrated without consent from BT to EE, my email address was entered incorrectly and I had no information on the transaction. I then realised that my BT app no longer had my broadband details, contacted BT and started the process to get things fixed. One week later and I had to change email address to login and see bills, however I cannot link the hub to the EE app and control the hub or run tests. It seems that I have no option than to cancel within the 14 days as the information here suggests that BT to EE does not work.

Re: BT smart hub not able to pair with EE app

Ega — Sat, 24 Aug 2024 16:36:49 GMT

Same with me. I also changed the hub to EE smart hub but still cannot link the EE hub to EE app in order to use parental control. With BT hub I had some parental control and now inam unable to access to the parental control.

Disappointed with EE. Most probably will move to Vodafone Broadband. Has anyone used Vodafone Broadband?

Re: BT smart hub not able to pair with EE app

Meechy1 — Mon, 02 Sep 2024 10:05:16 GMT

I migrated with consent but I also have this same issue and I would like to see it fixed by EE.

Re: BT smart hub not able to pair with EE app

Ega — Mon, 02 Sep 2024 13:02:44 GMT

Still struggling with EE. I have just spoken to them and they say that they have “backlogs” in dealing with queries and they will fix it asap. It seems that they are even worse than the Home Office which has asylum backlogs for years. EE has been trying to fix this parental control issue since April 2024 without any success.

Re: BT smart hub not able to pair with EE app

Stuart956 — Tue, 03 Sep 2024 18:45:45 GMT

I also just moved from BT to EE and found that the app won't pair. I was hoping that it was something that I was doing wrong but after reading all the comments above I guess that it is an EE issue and it could be a long wait before it gets fixed.

Re: BT smart hub not able to pair with EE app

Taj18 — Thu, 26 Sep 2024 03:59:14 GMT

I switched to EE, pushed into it as told not a choice but can’t pair the app either, called them and with online chat called back as issue not fixed but need to raise another complaint as they close the implant after 14 days, thus has been an awful experience, wish I had cancelled and started again ( would have been cheaper too!) but was laughed at when I tried to cancel and told I signed up for it so stuck with it!!

Re: BT smart hub not able to pair with EE app

Markie2022 — Thu, 26 Sep 2024 05:29:12 GMT

This is exactly what BT did to me. The same problem you describing your message is exactly what’s happening to myself. I hope you got it resolved. I certainly haven’t a mother refund from the New Year system broadband department to which I don’t have an account number because it seems to be a BT account number that they’ve gave me despite the fact I went from a legacy customer straight to BT but band because the problems of having with original E they just kicked me with the BT broadband like I requested instead of shifting me all over the place

Re: BT smart hub not able to pair with EE app

bunnyduracell85 — Thu, 17 Oct 2024 19:19:18 GMT

Have you managed to sort this I'm having same issue with this

Re: BT smart hub not able to pair with EE app

bunnyduracell85 — Thu, 17 Oct 2024 19:20:13 GMT

Have you managed to get a this sorted I'm having same issues

Re: BT smart hub not able to pair with EE app

Ega — Thu, 17 Oct 2024 20:18:32 GMT

No, tried probably 100 times. EE customer services and technical team is useless. Waiting for my contract to end and will leave EE as it seems EE is not interested in serving customers instead spending millions on marketing boasting how good Internet speed they have.

Re: BT smart hub not able to pair with EE app

Taj18 — Fri, 18 Oct 2024 00:48:21 GMT

Still not sorted, spent hours on the phone to tech just keep raising a fault but then here nothing after, even had some woman linking in so she could see what I was doing on my phone so had to use other phone so she could watch the other, real creepy, but still not resolved, now can’t access BT account as they’ve cancelled it, finally even though they were still billing me and taking money, but now can’t access bills their either, this is just ridiculous, none of them know what they’re doing and meant to be eligible for free full fibre upgrade but whenever I mention that they just avoid it, says it’s not available even though my next door neighbour just had it done 2 days ago!!! So wish I had cancelled real awful company

Re: BT smart hub not able to pair with EE app

XRaySpeX — Fri, 18 Oct 2024 06:29:59 GMT

@Taj18 : What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: BT smart hub not able to pair with EE app

bemebem — Sat, 09 Nov 2024 18:18:54 GMT

Like so many others on this thread, my contract was due for renewal next month so I called to just get a like for like as I was happy with what I had with BT.

Call handler would only give me a new EE contract, made no mention of this nonsense with incompatible EE app and BT router. So in good faith I went ahead (this was yesterday). I tried logging in to BT Hub to check my bill and couldn’t. So again no pre-warning if you want to download your bills do it as soon as you can (tried via EE website kept crashing 😂)

Tried the app and same issue so googled it. Long story short I called EE and the call handler denied any awareness of this issue and blamed it on my brand new BT router. When I told the call handler it’s the first google result they became accusatory and defensive. Tried to offer a new router but just by the way they spoke to me my mind had been made up that this merger was the worst thing BT could’ve done. Poor knowledge of key issues at onboarding stage with staff only leads to months of painful interactions from customers trying to get it fixed when there is no fix and clearly very unhappy staff who assume the next caller is looking for a fight and start on the defensive.

Why migrate customers if you haven’t the patches on the app to deal with incompatibility issues you’ve know about since April BT?
Anyway as I called on Saturday during peak times I used my hold time to register with a competitor and get like for like package including TV £20 cheaper. So thank you EE for being truly spectacularly crap on the customer service front.

Re: BT smart hub not able to pair with EE app

cstubley — Fri, 29 Aug 2025 13:41:38 GMT

I have spent hours on this this morning.

Yes - you can link a BT smart hub 2 to the ee app. I don't know about other types of BT hub.

Like a lot of others in this thread - once I moved to EE for broadband, I lost access to the BT app - which is the only other way to manage your hub - so connecting it to the ee app was necessary.

Once my service was moved to ee, I reinstalled the app (as I was prompted to do when I opened it). I then went to 'manage', then 'broadband', then 'manage wifi controls' (or something to that effect). It then starts a setup guide for linking an 'ee smart hub'. Just click next as if you are following these steps. I didn't even bother turning my BT hub off during this process. At some point it will ask you to scan the QR codes of the old and new router. I just kept scanning the same QR code off the back of my BT router. It then connected, and is working now, and I can manage connected devices and check the speed etc.

Why - when tens of thousands of BT customers are going to be having the same issues, they insist on you pretending to set up a new ee branded hub, and don't have any option for you to link an existing BT hub - is senseless, and will waste an inordinate amount of both customer and ee advisor time (not that the advisor I spoke to knew how to do this either). Not to mention the damage to the relationship.

EE need to short this. Quickly. It's totally unnecessary and an embarrassing failure to the team overseeing the migration of BT customers to ee.