BT Hub to EE Broadband

CJ1805
Investigator
Investigator

‎08-11-2024 02:04 PM

I have switched from BT to EE and Vodafone to EE for my mobile contract! Currently still thinking this may have been the worst decision I have made!! 

I cannot get my BT hub to connect and pair with my EE account. I have reset my hub so that it is using the password which it arrived with, but it still won't pair. 

This means I am unable to set any parental controls up etc and makes this whole - how wonderful EE for their parental controls etc a complete JOKE! 

Please if anyone knows how I make this work I would be incredibly grateful. 

0 Helpful
16 REPLIES 16
Leanne_T
EE Community Support Team

‎08-11-2024 04:52 PM

Hi there @CJ1805 

Thanks for coming to the community and I am sorry you have been unable to pair the router to the app.

Do you get an error message when pairing in the app? 

Which BT router are you using? 

Also, just to check have you tried deleting the app and reinstalling to see if this helps? 

Speak soon 🙂

Leanne. 

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎08-11-2024 05:27 PM

@CJ1805 : The EE app doesn't work with BT routers. If you still have access to MyBT you can use that.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Jes16
Visitor

‎08-11-2024 06:24 PM

I have just moved with EE with a BT hub.  If they are not compatible why are EE not sending out new EE hubs? 

XRaySpeX
EE Community Star
EE Community Star
In response to Jes16

‎08-11-2024 06:29 PM

@Jes16 : Good Q!

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
CJ1805
Investigator
Investigator
In response to Leanne_T

‎08-11-2024 07:32 PM

I have uninstalled and reinstalled the app, restarted the hub and got bored of the whole process tbh! 

I was informed that the hub that I had was compatible with EE, however if it's not compatible with the app what is the actual point! 

0 Helpful
CJ1805
Investigator
Investigator
In response to XRaySpeX

‎08-11-2024 07:33 PM

How ridiculous is that... They can provide the correct hub to work with their app.

0 Helpful
CJ1805
Investigator
Investigator
In response to Jes16

‎08-11-2024 07:34 PM

I have never regretted a move more than this one... 

0 Helpful
Peter_W
EE Community Support Team
In response to CJ1805

‎09-11-2024 09:58 AM

Good morning @CJ1805.

I really appreciate you'll want to make the most of all aspects of your service, so I'd recommend reaching out to our customer care team so we can be sure we've looked over every option we can for making sure you're able to use our WiFi Controls. 

Peter

0 Helpful
CJ1805
Investigator
Investigator
In response to Peter_W

‎09-11-2024 05:04 PM

I have been on the online chat with a tech for over a. Hour yesterday and that resulted in them telling me I needed to call and get someone to send me an actual hub it'll work with... I called and was on hold for over 40minutes - by which point I had once again had enough of this absolute horror show that is switch to EE.