BT smart hub not able to pair with EE app

[zhimeimei]

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 “

[Schockwave]

Hello @zhimeimei ,

Welcome to the community,

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

[asteaman]

Hi

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.

[Macspurs]

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.

[Ega]

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? 

[Meechy1]

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

[Ega]

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.

[Stuart956]

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.

[Taj18]

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!! 

[Markie2022]

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