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 “

[bunnyduracell85]

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

[bunnyduracell85]

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

[Ega]

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.

[Taj18]

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 

[XRaySpeX]

@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.

[bemebem]

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.