New EE Hub adpts my old hubs user name and password after EE app instructions

[R09]

While setting up my 'smart' devices on my new  hub I was offered an option on the EE app to move all the devices across to the new hub which seemed a great idea and service and a time saver. The reason for looking was that most smart plugs work on 2.4GHz and I couldn't see the option on the new hub to choose that frequency.

After going through the stages I checked the connected devices and the Google items were across but not connected and all the smart plugs hadn't come over.  Undeterred by the setback I tried to connect one of the smart plugs and noticed that my new hub was missing from the network, and more concerning my old hub which was disconnected was live as a network!!

After some digging and logging onto the new hub I found that the EE app had not just moved a few devices but had renamed the new hub with the old hubs name and changed the password to the old hubs password. Also none of the smart devices I'd originally moved were working because they were looking for the new hub!

Now I have a fault with the connection and can't get an engineer for 3 days. I was going to change all the hub name and password back but concerned its changed other things and need to work out what its done. 

Anyone gone through this and have ideas?  Also don't copy the devices over via the EE app unless you a pretty technically savvy.

[bobpullen]

It's by design, renaming the SSID/password to those from your previous hub is exactly what the 'Transfer Devices' feature in the app does. Agree that the wording doesn't make this immediately obvious though.

To avoid a factory reset, you can simply access the Hub Manager at http://192.168.1.254, navigate to Advanced Settings > Wireless and change the details back to what they were out of the box (or something else of your choosing). As far as I know, this is the only config the Transfer Devices journey fiddles with.

[Beckstallz]

Sorry to jump on this post a while after it was posted but I have the same issue after getting my new hub today. I dont want the hub showing as my old settings as Im sending the equipment back and dont want to run the risk of losing the password etc. If I follow this and rename the hub to what it should be and the password to match - Will my devices disconnect? Also, will that then allow me to scan the QR code on the new correct hub to connect as currently that doesnt work due to the hub now being renamed as the old one. 

[Mustrum]

@Beckstallz   if you find the small hole on the rear of the hub, and insert a small object and hold for 20-30 seconds all the setting will go back to the original factory ones.

Yes devices will disconnect and you will need to connect them again.

[Mike100C]

Hello Beckstallz I had the same issue some time ago - see my earlier post - the simple solution that I was offered at the time was to retain my original hub (passwords etc remain with me) and it was then registered as a return with no further action required ( may also be used as a back up just in case). This allows me time to change or reset passwords as required, to date I have left everything as was and it all works fine. Hope this helps.

[JimM11]

@Beckstallz And you should consider wither you do wish to change the ID and password from the router or hide the card somewhere safe and remember where you put it!

[DPL1]

Hi @Mike100C,

Thank you for the very helpful update.  I completed my switch from the BT Smart Hub to EE on Friday and the exact same thing happened when I used the app to migrate all devices.

In addition, the download and upload speeds are much worse than with the BT hub.  Last month I got 234Mbps/110Mbps with the BT hub.  This morning, in the same room, I got 45.6/9.8.

I will try setting up my old BT kit again and see whether I regain speed.

Not impressed so far.

[Misfit33]

I have the same issue with my new ee switched from bt… I can’t use the internet at all since moving all my old stuff to the new router.. booked an engineer visit for today for them to cancel 15 mins before latest arrival time now I have to wait until sat for him to be available so no tv and the new ee contract phone is always saying I have no data all in all it’s not a great service and I’m seriously thinking about cancelling the broadband and the phone before the cooling off period ends because I thinks it’s only going to get worse from here on.. if the goods they provide don’t work properly and the service they promise does not work from day 1 of receiving then it says a lot about the contract your about to enter with them… 

[Leanne_T]

Hi @Misfit33 

I am very sorry you have had this experience since moving to EE. 

If the EE mobile is showing no data could you text BALANCE to 150, does the reply show you have data remaining?

Please let me know how you get on after the engineer has visited to get the connection looked into, hopefully this is sorted for you on Saturday. 

Leanne.