New to EE from BT

[Asarij]

Hi,

I've just changed to EE from BT. Was sent the new hub on the 11.12, and Internet is working, however I am unable to pair the app or the smart WiFi device to the hub. When I check what is included in my package its says I should have a smart hub plus, however I have been sent a BT hub, and I think its ment for business, not domestic use. I've tried looking up what hub I have and can't seem to see one like it anywhere, also on the back of the hub it lists bt.com/business/help for any issues. Have I been sent the wrong hub? 

This is what it looks like: 

 

[XRaySpeX]

@Asarij : That is a BT Smart Hub 2, I believe. It is not compatible with the EE Smart WiFi Plus.

[Asarij]

Thanks for replying,

I wonder why they have sent me incompatible equipment 🤔 both were sent to me by EE. I will have to give them a call.

[Daniel-S]

Hi @Asarij,

I am so sorry that that was sent out. That looks like the BT Business Smart Hub 3:

Can you let me know how you get on if you've called in or plan on calling in?

Thank you

Daniel-S

[Robbie-Mac]

Hi @Asarij

I'm just popping back to check how you got on and if you need our help with this.

Drop me a reply and let me know please 🙂

Thanks,

Robbie

[Asarij]

Hi,

I did call tech support on Friday morning, followed the instructions and still could not get them to connect. I was told there was a fault with the ee smart, so I was sent a new one. That arrived today and I set it up the same way I was told and ...... it still does not work. So now I am at a loss at what to do.

[Neil-O]

@Asarij I'm so sorry, did you tell the helpdesk you have been sent a business Hub by mistake? The EE Smart wifi device won't work with a Business Hub so replacing the smart wifi devices won't help, you need to be sent an EE Smart Hub Plus.

I'll send you a private message so you can get in touch with the community support guides but it will take us longer than usual to reply due to the holiday period. 

Thanks

Neil 

[Asarij]

Hi,

I did try to explain, but he assured me I had the right hub and that they should work.

Thank you for replying, I will look at the message.

[Asarij · Accepted solution]

Hi,

Just wanted to update this. Turns out I did have the wrong hub, but have now been sent the correct equipment. All is set up, connected and working, even the app! 

Thanks 😊 

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.