topic Re: Linking broadband to MY EE app in Broadband & Landline

Linking broadband to MY EE app

Mprolf — Wed, 08 May 2024 13:08:28 GMT

So I'm having the same issue that many others are having. My broadband is also not opening some apps and videos on social media. When I connect to mobile signal everything opens up fine. Is there some kind of shield on the hub settings? The setting I can't access because I'm unable to link my hub to the app. Absolutely ridiculous, if it's not sorted I will be cancelling my direct debit. It's being going on for months and I'm not able to use any of the hubs options or settings.

Re: Linking broadband to MY EE app

Mprolf — Mon, 13 May 2024 09:20:54 GMT

So is anyone else still having the issue with linking their broadband account? Am I the only one who thinks EE customer service is utterly useless in solving this, do their staff actually receive any training at all or do they just chat a load of rubbish.

Re: Linking broadband to MY EE app

Nikilyn — Mon, 13 May 2024 09:28:00 GMT

I have still not been able to link my old BT and new EE broadband accounts. I was promised an email explaining how to do this over a month ago. I'm still waiting! Even though the Customer Service staff have been helpful I still have no access to my new account. It repeatedly says that my account number is invalid.

Re: Linking broadband to MY EE app

David-M — Mon, 13 May 2024 09:50:55 GMT

Hi @Mprolf and @Nikilyn

Thanks for posting. I'm sorry you're both having trouble linking your accounts. I can help. Please check your inbox for my message and drop me over your details.

Cheers

David

Re: Linking broadband to MY EE app

Shelllaw — Tue, 04 Jun 2024 21:43:52 GMT

Hi David

I am having the same issue as described above and can't link my account as it keeps giving an invalid message, can you please help me at all and advise how I should proceed?

Many thanks

Re: Linking broadband to MY EE app

Danielmcg2020 — Thu, 06 Jun 2024 09:36:30 GMT

You can use your IP address to access settings on the router this is better than managing the router on the app in my opinion.

Get a laptop make sure your connected to the router. Go to the lower search bar and type 'cmd' or 'command prompt'.

In command prompt type 'ipconfig' and press enter, then scroll down to 'default gateway' and copy the number beside it (this is your IP address). Copy that and paste it in your browser bar at the very top.

That should put you on the routers management page. You will need the Admin password to access some settings.

It may not help you pair the hub with your app though you will have access to more settings.

Re: Linking broadband to MY EE app

Andye01 — Wed, 12 Jun 2024 22:05:56 GMT

I have the same problem broadband will not link to app, the call center do not seem able to resolve this.

Re: Linking broadband to MY EE app

MGRV8BOY — Wed, 03 Jul 2024 19:26:42 GMT

I also now have lost my broadband details on the app, and my account is due up very soon but can't do anything, All I get asked is my customer number, but I don't have this as my details were on the app before you updated it.

Could someone please help me get my access to my account back. Also I rang to see if you could help but the phone call says the office is shut as only open until 8pm, yet your website says 9pm.

Really not covering yourself with glory. Please can someone contact me, as I'm quite happy to vote with my feet and move.

Re: Linking broadband to MY EE app

XRaySpeX — Wed, 03 Jul 2024 20:53:13 GMT

@MGRV8BOY : Your name & addy should be sufficient to ID you.

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are. You need to phone CS.

Re: Linking broadband to MY EE app

chrysallliss — Fri, 05 Jul 2024 08:58:41 GMT

Hi David.

I am having the same problem. Can you help me at all?

Thank You!

Re: Linking broadband to MY EE app

Andye01 — Fri, 05 Jul 2024 09:01:32 GMT

Hi,

Make a complaint, then it should get sorted.

Andy

Re: Linking broadband to MY EE app

Typhoochimp — Wed, 07 Aug 2024 11:54:12 GMT

Hi Folks,

I’m a recent arrival in to EE (from BT) and now sadly the failure to pair the EE App with the already installed BT Hub 2 despite resetting is proving to be a recurring failure/headache.

One of the earlier Help Desk Advisors said it was due to “too many devices, a lack of bandwidth and that I should remove some of the hungry devices” (notwitwstanding that TVs, Computers and Xbox were NOT even on) AND that prior to the transfer to EE the BT App, Hub 2 any the same Devices worked together.

A BT Engineer was sent ‘to prove’ that I’m getting what I paid for (speed wise) and it was therefore my fault & an unreal expectation.

The Engineer wasn’t aware that there was a BT App nor did he have knowledge of the EE App.

He left as this was not his area of expertise.

Wifi and Access Control were integral to my BT Account and I need & expect it to be here.

it was marketed as such.

I’m awaiting further planned contact from a very friendly Customer Service Advisor over the next couple of days but seeing this thread it appears that something is not right and might not be a simple fix!

Re: Linking broadband to MY EE app

Ewan15 — Thu, 12 Sep 2024 07:08:24 GMT

I found when using the BT Smart Hub 2 on EE that I had to continue to use the MY BT App to run a speed test.

I do not think you can pair a BT SH2 with the EE App. It will pair with the EE Smart Hub Plus.

Interestingly the BT Performance Test does not seem to work correctly when connecting to the EE Smart Hub Plus Hub.

I know for a fact my upload is limited to 110mbps as verified by other speed tests

Re: Linking broadband to MY EE app

JimM11 — Thu, 12 Sep 2024 16:47:19 GMT

@Ewan15 What is available to you on the BTW wholesale?

Re: Linking broadband to MY EE app

XRaySpeX — Thu, 12 Sep 2024 18:42:26 GMT

@Ewan15 : 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: Linking broadband to MY EE app

Ewan15 — Fri, 13 Sep 2024 09:13:16 GMT

Interestingly it has changed it used to state 2.5GB but now it states 1GB

Re: Linking broadband to MY EE app

Ewan15 — Fri, 13 Sep 2024 15:48:34 GMT

Widest result yet

Re: Linking broadband to MY EE app

XRaySpeX — Fri, 13 Sep 2024 16:16:59 GMT

@Ewan15 : Try a wired speedtest here, http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph. It should be more reliable & repeatable.

Re: Linking broadband to MY EE app

Ewan15 — Fri, 13 Sep 2024 16:50:47 GMT

All tests are done via Ethernet

The BT test is repeatable

Think Broadband gives me what I would expect at peak times

Re: Linking broadband to MY EE app

XRaySpeX — Fri, 13 Sep 2024 16:58:00 GMT

@Ewan15 : From the few BT speedtests you've posted they don't seem to me to be at all repeatable. They are all over the place with nonsense upload speeds. The 1 TBB speedtest looks much more realistic.