BT smart hub not able to pair with EE app

[marco806]

i upgraded from BT full fibre 500 to full fibre 900 a few weeks ago.....As the bt router is not fit for those speeds when wireless  i phoned up and asked to downgrade to 500...I was told by the BT/EE employee that this couldn't be done as new terms and conditions now stated that there is no 14 day cooling off period...lol  however i could move to EE and he would give me a great deal.

I basically told him he was lying and i wished to put in a complaint....Anyway, long story short, BT seem to have removed the online complaint form, but i did find an email address , a very nice lady phoned me and i was downgraded to 500.

Now i would not want anyone sacked for telling bare face lies to obtain commission, (maybe the managers need sacked mind as they are condoning this despicable practice) but i dread to think the lies being to told

to vulnerable older folk to move them to EE.

[XRaySpeX]

@marco806 : Why post here? This has nowt to do with EE apps pairing with BT routers. Indeed it's nowt to do with EE. Your issue is with BT. Take it up with them.

EE has both a complaint form & the statutory 14-day cooling-off period.

[marco806]

oh, it has everything to do with EE....The staff member was an EE employee, he was going to transfer my broadband to EE...Your defence of EE/BT is touching but their business practice is of the cowboy variety.

a public investigation would not go amiss imho giving the lies being told to folk be it on routers or anything else for that matter.

[Northerner]

Hi @marco806 

What is the issue with your WiFi. Just remembered this is only as fast as the radio in the device you are using to connect to WiFi. 

• Are you using/connecting to the 2.4 or 5 WiFi network frequency.
• When you upgraded were you provided with a new router, if so which one.

@XRaySpeX is correct if you are on BT you will need to complain to them here:

https://www.bt.com/help/contact-bt/complaints/make-complaint

If you want to complain about EE then you need this link:

https://ee.co.uk/help/contact-ee/complaint

Thanks 

[marco806]

im quite happy with full fibre 500....using a third party router/mesh system now which is excellent.

900 was overkill.....its the despicable business practices of ee/bt which i am commenting on, particularly, the poor folk conned into moving to EE, and "conned" is the appropriate term too.

[XRaySpeX]

---

@marco806 wrote:

I was told by the BT/EE employee that this couldn't be done as new terms and conditions now stated that there is no 14 day cooling off period.

---

Oh, yes, BT does! It's covered in their BT Home Phone & Broadband Terms & Conditions:

cooling-off period – the period from the date the agreement is made until 14 days after:

• the loaned equipment (if any) is delivered;
• the service start date; or
• the day you receive your order confirmation;

whichever is latest.

---

Indeed it would be unlawful for them not to have the statutory 14-day cooling-off period.

[Macspurs]

BT/EE seem to be migrating customers to EE despite knowing there are issues with pairing and controlling the hub and viewing account / billing. I’ll post my full experience once my issue is resolved.

[Matt_124]

To be fair @marco806 by moving to EE on Full Fibre 900 you would have been given the EE Smart Hub Plus automatically which is a WiFi 6 router and therefore more capable of those speeds. And if the migration was done correctly by the team, it can be linked to the EE app and controlled from there.

The issue most people seem to have, and one that I think EE need to take a lot more seriously, is the linking of accounts for access to the EE App.

There is a tendency from the agents to set up accounts to the wrong email addresses or not look to link these to existing mobile accounts at the point of sale in order to save themselves time or hassle, however it just passes it down the chain to support teams who can't do it because there are two separate accounts created.

I always say if people can emphasise to the guides if they've got an existing EE account that they want it linked to, and make sure that is done, before allowing them to place the order.

[marco806]

yes, understand all that, but EE are not competitive on price if in a city fibre area...the real point im making is that ee/bt staff are on commission to move folk from bt to ee.......this they are doing in the most shady of ways, a lot of the time when its not even financially advantageous to do so for the customer, when folk lose services they had with bt....never mind all the other issues you have listed.  Telling folk they have no choice but to move is pretty distasteful.

they are telling bare faced lies to folk to earn money and are conning imo old, vulnerable folk. 

[JimM11]

@marco806 You do know that this is a public forum and what you are posting is open and forever in the wild now.