Time Zone : Europe/London
Chat Started : Thu, 31 Oct 2024 09:38:11
(Thu, 31 Oct 2024 09:38:11) EE : Hi, I'm Aimee, your digital assistant, powered by AI 👋. I'm here to answer
your questions. How can I help you today?
(Thu, 31 Oct 2024 09:39:46) Chris Tetley : I joined EE yesterday from BT and have downloaded the EE app. I can’t connect
either my iPhone or iPad to the hub.
(Thu, 31 Oct 2024 09:39:50) EE : It's great to have you on board! If you'd like to keep your existing number,
you need to request a PAC code from your old provider. If you'd like a new
number, you will need a STAC code instead. Once you've given us your PAC or
STAC code, it'll take about 2 working days to complete the transfer. We'll send
you a text once it's done.
(Thu, 31 Oct 2024 09:39:50) EE : What would you like to do?
(Thu, 31 Oct 2024 09:40:16) Chris Tetley : I joined EE yesterday from BT and have downloaded the EE app. I can’t connect
either my iPhone or iPad to the hub.
(Thu, 31 Oct 2024 09:40:19) EE : I’ll get you through to one of our EE Guides who'll be able to help, they are
available until 10.30pm.
(Thu, 31 Oct 2024 09:41:08) Chris Tetley : Thank you.
(Thu, 31 Oct 2024 09:47:26) EE : Hi, Good morning! Hope you are safe and well 🙂 Thank you for contacting us,
you are through Kajal, your Home Tech Messaging guide. I can see that you have
mentioned, you need technical help with your broadband hub to connect to the EE
app, I am here to help you out. Don't worry. May I know if you can see the
broadband account on the EE app now?
(Thu, 31 Oct 2024 09:48:25) Chris Tetley : Yes: All Rounder: Fibre 67
(Thu, 31 Oct 2024 09:50:35) EE : Thanks for checking and confirming that! I will check what went wring and will
help you with this, don't worry May I know if the broadband is all working fine
now?
(Thu, 31 Oct 2024 09:51:29) Chris Tetley : Yes, broadband fine. Not had any problems recently.
(Thu, 31 Oct 2024 09:52:16) EE : Great! Let me pull the account quickly. Meanwhile, I can see that you have
initiated this conversation from the EE app. May I address you by your first
name, if that's fine?
(Thu, 31 Oct 2024 09:52:36) Chris Tetley : Yes, that’s fine.
(Thu, 31 Oct 2024 09:53:19) EE : Thanks, Chris! May I know if you are the primary account holder?
(Thu, 31 Oct 2024 09:53:29) Chris Tetley : Yes, I am.
(Thu, 31 Oct 2024 09:57:15) EE : Thanks for confirming that! I have checked and can see that you are using the
BT Smart Hub 2 which is suitable with the connection, no problem, however, we
need to do some checks to link it with the hub now. However, after the checks,
if the issue still persists, I will raise this to the back-end team to
investigate it further which might take up to 7 working days. Will that be fine
with you?
(Thu, 31 Oct 2024 09:57:36) Chris Tetley : Yes, go ahead.
(Thu, 31 Oct 2024 09:59:39) EE : Great! We need to perform a few steps, one by one. 1. we need to perform a hub
reset. 2. uninstall and install the EE app. 3. forget the wi-fi from the device
and then to connect to the hub, scan the QR code on the back of the hub. Can
you try this one by one now?
(Thu, 31 Oct 2024 10:01:03) Chris Tetley : BY hub reset, you mean me to restart? Or factory reset?
(Thu, 31 Oct 2024 10:03:11) Chris Tetley : I have restarted the hub. I’ll uninstall the app on my iPad.
(Thu, 31 Oct 2024 10:03:33) EE : A factory reset.
(Thu, 31 Oct 2024 10:03:40) EE : Please.
(Thu, 31 Oct 2024 10:04:04) EE : That will be great! I am here while you are trying this. Can you confirm once
done?
(Thu, 31 Oct 2024 10:04:42) Chris Tetley : OK that’s using the paper clip. I’ll do that now.
(Thu, 31 Oct 2024 10:05:51) EE : Much appreciated! I will be here. don't worry Can you confirm once complete,
how it goes?
(Thu, 31 Oct 2024 10:08:17) Chris Tetley : I’ve done that, but nothing seems to have happened.
(Thu, 31 Oct 2024 10:10:27) Chris Tetley : 20 seconds seems to have worked! Now rebooting.
(Thu, 31 Oct 2024 10:11:57) EE : Sometimes it takes longer time to take effect. Not to worry. Thank you so much
for trying that, I was checking the same remotely. Can you follow the other
steps now and confirm me once done?
(Thu, 31 Oct 2024 10:13:03) Chris Tetley : Just downloading the app on my iPad.
(Thu, 31 Oct 2024 10:17:13) Chris Tetley : Have downloaded app and removed network from iPad.
(Thu, 31 Oct 2024 10:19:44) EE : Great! You are doing amazing today, thank you so much. Can you try scanning the
QR from the back of the hub and check if the hub is linked now?
(Thu, 31 Oct 2024 10:20:09) Chris Tetley : iPad has started pairing.
(Thu, 31 Oct 2024 10:20:49) EE : Great! Please wait for a few mins and check how it goes. I will be here. Can
you confirm after a few mins?
(Thu, 31 Oct 2024 10:21:16) Chris Tetley : The iPad internet connection is via iPhone hotspot.
(Thu, 31 Oct 2024 10:22:17) Chris Tetley : How long should pairing take?
(Thu, 31 Oct 2024 10:23:49) EE : First disconnet that hotspot from the iPad. Then scan the QR code from the back
of the hub, should not be taking more than 4 mins. Can you try that and let me
know how it goes?
(Thu, 31 Oct 2024 10:26:43) Chris Tetley : Have done that and started pairing.
(Thu, 31 Oct 2024 10:31:23) EE : Thank you so much for helping me with the checks. Let me know how it goes.
Meanwhile, may I know why you want to access the wi-fi control?
(Thu, 31 Oct 2024 10:32:36) Chris Tetley : To use functionality I had with the BT app!
(Thu, 31 Oct 2024 10:35:42) EE : What help is needed with WiFi Controls? Groups and devices Parental Controls
Schedules
(Thu, 31 Oct 2024 10:41:27) Chris Tetley : All of them. IPAD still trying to pair.
(Thu, 31 Oct 2024 10:43:09) Chris Tetley : And the factory reset of the hub has deleted all data from the landline phone.
That’s really really annoying.
(Thu, 31 Oct 2024 10:46:44) EE : Ah, that doesn't sound good to me and I am sorry about that. You could have
taken a back-up for this as well. Do you want me to log a complaint for this?
(Thu, 31 Oct 2024 10:54:50) Chris Tetley : Yes, please. Pairing hasn’t worked either.
(Thu, 31 Oct 2024 10:56:58) EE : Chris, To see that live on a video call Once you click the link you’ll be
directed to the Rescue Live Lens tool, the tool is provided by our supplier but
the live video will be viewed only by [BT/EE] there won’t be anything stored on
this tool once this call has ended. Can I share a link to your mobile number ?
(Thu, 31 Oct 2024 10:58:17) Chris Tetley : And what will that do?
(Thu, 31 Oct 2024 11:00:06) EE : Live Lens removes these barriers to make it easy for customers and remote
employees to use, and easy for your support teams to guide fixes. Smartphone
Camera Sharing. Agents can remotely view an iPhone, Android, or Windows camera
to see and solve issues through a live video feed.
(Thu, 31 Oct 2024 11:00:36) EE : Please type ok to keep the chat connected, Sent a link on the mobile number ,
please click on it an let me know what happens ?
(Thu, 31 Oct 2024 11:01:10) Chris Tetley : Ok
(Thu, 31 Oct 2024 11:35:34) EE : Survey: Survey with title [
Share feedback
] is submitted
