My app won’t pair with my hub

[Lauz1984]

Why won’t my app pair with my hub I have upgraded to ee from bt and it does t work correctly it’s a joke I need the WiFi controls due to having children 

[JimM11]

@DioP1 Which router do you have, BT or EE?

[DioP1]

@JimM11 I have a BT router. 

By the way I spent 32 minutes on a phone call today with customer service. It was confirmed, once again, that the app does not pair with the Hub. The fault lies with the app, apparently. 

Now, I cannot fault the customer services people. It is easy to get annoyed and angry that things don't work as they should, but the customer services people are always polite, courteous, and clearly trying to do their best. I think they are being failed by the system though and then we, as customers are being let down. But I do appreciate all they are trying to do. 

In any case, the fault apparently is known, and I have been now put on a list for Technical management to contact me, unclear when, but hopefully within the week and try to resolve. I am not exactly holding my breath, and I am still astonished, how a fault known for a while now, I have had this problem for months, has still not been resolved. 

[JimM11]

@DioP1 It does appear that some user's have managed to get the EE app to pair with the BT Smarthub2 router, AND if they do manage to get this done, they do come across other issues that functionally do not work, and with the app going through SO many update changes and there is never any indication of why etc. Then the issue of BT previous customers. With the fault known as you say, hopefully they do keep you informed fixing software does take time and probably the todo list is forever growing.👍 

[AD8921]

Had the same problem for weeks now and spoke with EE on several occassions. EE sent me a new hub but still same problem in that I can’t access the Wi-Fi controls. Now been reported as a technical fault. Seriously considering changing providers as it’s very poor service. 

[DioP1]

I am sorry to hear that @AD8921 

I know first hand too, unfortunately, how frustrating this is. 

On the other hand, two weeks ago I was sent the latest EE hub. I had an older BT hub, before. Well, I must admit that the problem seems to have been resolved. I see the Wi-Fi controls and I can access them and make changes. The speeds also seem to be much more consistent compared to what they were with the BT hub. Two weeks later and the improvements seem to hold. For the first time in months, I am feeling optimistic. 

[AD8921]

Thanks, glad to hear your problems have been resolved. I too have been sent a new EE hub and just spent all afternoon trying to access my wifi controls but still have same problems. Thanks for your help hopefully they might sort it soon.

[koalakoala]

I have just migrated to EE from BT and also can’t get the app to pair with my BT hub

Not sure what to do now?

[JimM11]

@koalakoala What happens when you try to use your original app the MyBT to connect to the BT Smarthub2?

[koalakoala]

My BT app says I am connected to the hub, but it says I have no broadband products since migrating to EE on Friday?

[JimM11]

@koalakoala Not worried about the products just now, is there any control over the BT unit still paired to it, etc?

There is an issue with BT customers to EE, one the EE app will sometimes connect to the BT Smarthub2 and if it does then there is some control but it appears to be not fully functional, can you check the version of the EE app, 5.48.0 is at least android, think ios will be the same, It also takes a little time for everything to sync EE wise, but the BT - EE account side any slight miss alignment in details then trouble. Only a call to EE CS can sort that out. HTH