topic Re: My app won’t pair with my hub in Broadband & Landline

My app won’t pair with my hub

Lauz1984 — Wed, 17 Apr 2024 16:28:35 GMT

Why won’t my app pair with my hub I have upgraded to ee from bt and it does t work correctly it’s a joke I need the WiFi controls due to having children

Re: My app won’t pair with my hub

Neil-O — Wed, 17 Apr 2024 18:23:09 GMT

Hi @Lauz1984 I'm sorry about that. Are you getting an error message and do you have the most up to date version of the app?

Thanks

Neil

Re: My app won’t pair with my hub

Lauz1984 — Wed, 17 Apr 2024 19:05:05 GMT

Hi yes my app is up to date and I just get it saying pairing and nothing else

Re: My app won’t pair with my hub

-SRB- — Thu, 18 Apr 2024 05:55:17 GMT

Out of interest, which Hub do you have ?

Re: My app won’t pair with my hub

_oroszlan_ — Wed, 29 May 2024 19:46:36 GMT

Same problem here. Has yours got sorted since your post?

Re: My app won’t pair with my hub

Swordfishradio — Thu, 30 May 2024 10:32:43 GMT

I have had this issue along with 100s of others.

My fix was to log into the app using the new EE Id that might of been created when you migrated across. This is normally you old BT email address.

Give that a try.

Re: My app won’t pair with my hub

DioP1 — Sun, 25 Aug 2024 15:25:12 GMT

Hello to you all

I am curious, have you sorted out the problem and how?

I have been having the same issue for at least 2 months now. I have tried deleting and reinstalling the app, changing the password, making sure app is up to date, tried the 'scan' function and the 'manual' way to get it to pair with the hub, I turned off and on my device, I tried to install it and get it to pair on two more devices....and nothing. I cannot get it to pair and hence to access all the wifi controls. Utterly frustrating and annoying.

Any other ideas or solutions please?

thank you

Re: My app won’t pair with my hub

_oroszlan_ — Sun, 25 Aug 2024 16:07:05 GMT

I need internet for my job and had no time to waste so I had to act fast and switched to another provider during the initial period when you still have the option to cancel the contract.

I hope it will get sorted for you - sooner rather than later.

Re: My app won’t pair with my hub

DioP1 — Sun, 25 Aug 2024 17:01:45 GMT

Thank you

Unfortunately, this is no longer an option for me.

I will challenge this though as it is a problem and has been going on for too long.

Re: My app won’t pair with my hub

Neil-O — Mon, 26 Aug 2024 07:44:03 GMT

Hi @DioP1 welcome to the community and thanks for posting. I'm sorry to see you're experiencing issues with the MyEE app. I'd recommend speaking with our technical helpdesk as they will need to report a fault to get that fixed for you.

Neil

Re: My app won’t pair with my hub

MissDE1 — Sat, 31 Aug 2024 00:36:04 GMT

I am having the same problem, did you manage to get it sorted?

Re: My app won’t pair with my hub

XRaySpeX — Sat, 31 Aug 2024 02:51:02 GMT

@MissDE1 : Which EE router do you have? Are you using the EE app or the EE Home app?

Re: My app won’t pair with my hub

And2024 — Sat, 31 Aug 2024 07:47:18 GMT

I'm having the same problem. Tried restarting the hub, deleting and reinstalling the app etc, nothing seems to work. I'm sure I remember EE advertising the parental control feature, so they really need to make it reliable!

On iPhone, after reinstalling the app and trying to pair with BT Smart Hub 2, the app shows "Pairing with your hub...", and the dreaded spinning wheel of death.

Lots of people are clearly having the same problem. EE really need to publish/release a proper solution......

Re: My app won’t pair with my hub

JimM11 — Sat, 31 Aug 2024 08:06:20 GMT

@And2024 Solution would be good, in the meantime it has been suggested by a previous OP posting that when using the BT Smarthub2 then using the MyBT app, still works, connects and has full functions. If you care to try and post back would be good to know.

Re: My app won’t pair with my hub

And2024 — Sat, 31 Aug 2024 08:26:58 GMT

You're absolutely correct, thank you.

Just reinstalled the My BT app and logged in with my old BT username and password, and it allows the same functionality as when I was with BT previously. In particular, I can control / pause access to devices.

Unfortunately, as far as I can see, the My BT app doesn't offer the parental controls that should be accessible on the EE app (in other words, the ability to block 18+ content etc).

Can only hope EE will resolve this at some point, as it's unacceptable that they advertise something which numerous customers don't seem to be able to access!

Re: My app won’t pair with my hub

JimM11 — Sat, 31 Aug 2024 09:14:19 GMT

@And2024 Glad at least got you part of the way, Parental controls must be 2 part then did think that the Smarthub2 offered that but will have a look see when i get some time as have never used that router but may be something on the BT forum. Bit of a pain jumping about apps but not sure if EE have a timescale for getting it all going. Only see all the complaints on this forum...👍

Re: My app won’t pair with my hub

JimM11 — Sat, 31 Aug 2024 10:33:45 GMT

@And2024 There does seem to be some form of parental controls with the MyBT app, NOW this may not work / function if BT are not controlling as you are now with EE, it's one of those you need to look and try, EE has problems same as BT has so if you also search the forum there was an software fix to be applied in an OP posting, was about a month back also temp fix, no matter what, kids are smart and they have more time and resources to work out how to get around it all. ISP do try to help as much as they can but it's like sticking a plaster on a 2' gash.

Re: My app won’t pair with my hub

DioP1 — Sat, 31 Aug 2024 10:59:30 GMT

UPDATE : I called EE customer support 5 days ago.

They logged the issue as a 'fault' and I was informed that within 3 days I would get a response and would be able to pair with the Hub. 5 days later no response and still unable to pair with the Hub.

As for the BT app, it does not work for me at all any more. I cannot even log on.

To be honest, as this has been going on for about 3 months now, I am losing patience.....

Re: My app won’t pair with my hub

And2024 — Sat, 31 Aug 2024 11:02:03 GMT

Many thanks, might have a look at that when I get time. Would be so much easier if the EE app did as advertised!

Re: My app won’t pair with my hub

JimM11 — Sat, 31 Aug 2024 11:10:41 GMT

@And2024 Until they get the EE app controlling the BT router sorted then who knows, there are enough post's for failings on the EE app not controlling the EE router, and then not to mention the BT - EE also not working. Not a fan of app's anyway, they should not be used to control a router and especially when you do not even have the ability to web interface fix with a PC, its not the way to go, and also glad now empty nester and few years before i need to sort this all out for grandkids, but for sure will NOT be relying on a ISP supplied router to do any of it....