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BT help/support

BobH2 — Mon, 19 Jan 2026 16:13:19 GMT

I had a fairly fundamental question for the Support Agent viz. What is my EE ID?

I came across the EE ID term when I scanned the QR code on the back of the router - which is BT smarthub2 linked to an EE Hybrid connect device - with my smartphone and was presented with a request for this ID.

I needed this to get into my hub to change the wireless settings.

The agent knew nothing about the EE side of the hub management, and was unable to help.

I persevered on the internet until I found: https://ee.co.uk/help/broadband/manage-use/manage-your-ee-hub#article-heading-5

However, as most of you already know, the necessary ID is the admin password on the back of the router😂

Why couldn't the support person have told me this???

Re: BT help/support

Michael_D — Tue, 20 Jan 2026 08:26:22 GMT

Hi @BobH2

Thanks for coming to the community.

I'm sorry you weren't able to get the straight answer when speaking to our team.

The EE ID would only be needed for the account management side of the EE Hybrid connect device.

If you do need to register, there is more information on the Set up your account - Support with your EE ID and profile help page.

I'll pass on the feedback so that our guides are giving the correct information to other customers in the same scenario.

Michael

Re: BT help/support

quattr020V — Tue, 20 Jan 2026 22:05:56 GMT

Hi Michael_D

Thanks for responding to my rant.

It's sorted now, but it's reassuring to know you are on the ball😁

Regards