BT to EE Broadband switch Issues

[Lu17]

I was offered a package by EE to move my broadband & TV from BT told that  eventually I would need to move.  When they  checked the equipment I was told that it’s very old and new equipment would be sent.
When I received the new EE hub I followed all the instructions and it looked like it had all worked I was in EE Wi-Fi not BT as using the EE hub but this is where it’s goes funny when I restarted the EE Hub it had somehow reverted back to BT but the BT hub is unplugged and about to be returned as EE have requested it back.

I am at a lost as to how or why the settings have changed when it was clearly set up to EE network and all my devices were set and when looking for the EE Wi-Fi I could find it.  Now everything is back to BT using the EE hub and the BT is unplugged.  If I try and search for the EE network to connect to it comes back as “Can’t join the EE network”

Any advise 👍

[JimM11]

@Lu17 Part of the quick setup keeps you old BT user ssid, and the password, this allows for all the devices to quickly connect, the down side to it is the card on the back of the EE router is now incorrect information, so you have to write down your BT ssid, that is the name of the network that you see, and also the password for the BT wireless connection. The EE network name is gone as your old settings over writ those in the EE router. If this makes sense let me know. If you wish to go back to the EE settings that can also be done, BUT you will have to re-connect every device that you have, let us know!

Let us know what you got sent, suspect it is the EE smarthub+ and label is on the bottom of the router also so you know.

[Lu17]

Hi Jim

Thanks for that I was sent EE smarthub+ as you said.  I just couldn’t get my head around the fact that I had set up and changed my devices fir them a day later to have changed and I hadn’t done anything but what you tell me makes sense.  It’s working so I’ll just keep all the information I need saves having to mess around with everything.

[JimM11]

@Lu17 Got it, one last point, if you are ever asked to do factory reset or decide to do it by yourself on the EE Smarthub+, then the EE router returns to what is called OOB settings, all the information on the card back of the router takes effect, and the BT you have noted down (which is why it is very very important) goes away. Just keep it in mind! Good luck with it all and welcome to the forum.👍

[Bromleybob1]

This is exactly what happened to me so I phoned EE and they explained that the hub was overwritten using the old BT SSID. It would be good if some of this was explained in the paperwork that comes with the hub as I found the EE App to take some time to navigate to find what I needed to know. Overall very happy so far.