topic Re: Cannot connect to EEWifi-auto in Mobile Services

Cannot connect to EEWifi-auto

DD3846 — Wed, 20 Jul 2022 07:11:09 GMT

Cannot connect via EEWifi-auto in London Underground. Authentication error. Called EE 2x to register but still not working.

EE confirmed my SIM has been activated for the service.

Re: Cannot connect to EEWifi-auto

Leanne_T — Wed, 20 Jul 2022 08:32:32 GMT

Hi @DD3846

Thanks for coming to the community.

Which device are you using?

Are you with us on pay as you go or pay monthly?

Leanne 🙂

Re: Cannot connect to EEWifi-auto

DD3846 — Wed, 20 Jul 2022 09:31:39 GMT

PAYG. Pixel 5a. Thx.

Re: Cannot connect to EEWifi-auto

Leanne_T — Wed, 20 Jul 2022 09:33:39 GMT

Thanks @DD3846

Have you topped up your account with at least £5 within the last 30 days?

Leanne.

Re: Cannot connect to EEWifi-auto

DD3846 — Wed, 20 Jul 2022 09:39:04 GMT

Yes top up to activate SIM

Re: Cannot connect to EEWifi-auto

Leanne_T — Wed, 20 Jul 2022 09:45:55 GMT

Great thanks @DD3846

Have you tried these steps?

once underground, turn on your WiFi
select EE WiFi-Auto from the list of networks
set the ‘access method’ to EAP
set your ‘EAP method’ to SIM

Leanne 🙂

Re: Cannot connect to EEWifi-auto

DD3846 — Wed, 20 Jul 2022 09:49:24 GMT

Yes. Won't work. Authentication problem

Re: Cannot connect to EEWifi-auto

Leanne_T — Wed, 20 Jul 2022 10:11:19 GMT

Thanks @DD3846

I've sent you a private message for some extra details.

Leanne.

Re: Cannot connect to EEWifi-auto

kkajero — Sun, 25 Sep 2022 22:22:49 GMT

Hi @Leanne_T,

I have pretty much the same problem apart from the device - Moto G6 instead of Pixel 5a.

Could you please advise on how to fix the problem?

Re: Cannot connect to EEWifi-auto

Jon_K — Mon, 26 Sep 2022 07:03:23 GMT

Hi @kkajero.

Welcome to the community.

The steps will be the same on your phone as the steps mentioned above.

Can you give this a try and let us know how you get on?

Jon

Re: Cannot connect to EEWifi-auto

kkajero — Mon, 26 Sep 2022 08:38:25 GMT

Hi @Jon_K, thanks for your response.

Yes, I've tried the steps - several times. Doesn't work. I get "Authentication problem".

Re: Cannot connect to EEWifi-auto

Jon_K — Mon, 26 Sep 2022 11:12:17 GMT

Thanks for trying this, @kkajero.

At this point, I'd recommend getting in touch with our Customer Care team so they can check your account.

They will be able to help you further.

Jon

Re: Cannot connect to EEWifi-auto

kkajero — Mon, 26 Sep 2022 11:43:32 GMT

@Jon_K: thank you! Will do.

Re: Cannot connect to EEWifi-auto

Profile closed — Wed, 08 Feb 2023 11:39:58 GMT

I am in the same position as DD3846 - I have topped up my account (pay as you go), I have followed the steps to set up EE Wifi-Auto, and I also get the authentication problem.

Could someone reach out to me privately as well to try to fix this issue?

Thanks, Jonathan

Re: Cannot connect to EEWifi-auto

Katie_B — Wed, 08 Feb 2023 12:57:47 GMT

Good afternoon @Profile closed.

Welcome to the EE Community.

I am sorry to hear you are experiencing issues regarding WiFi whilst using the underground.

Could I confirm if you have reported this to our technical care team?

Speak soon,

Katie

Re: Cannot connect to EEWifi-auto

Profile closed — Wed, 08 Feb 2023 14:36:45 GMT

Hi Katie_B - yes, I just spoke to Jack in the technical care team, and he couldn't find anything obviously wrong with my set-up. He advised me to wait until next time I'm about to enter the Underground and call 150 to see if they can troubleshoot from there once I'm connected and not authorised

Re: Cannot connect to EEWifi-auto

Christopher_G — Wed, 08 Feb 2023 15:56:58 GMT

That sounds like a plan, @Profile closed

Hopefully they can get to the bottom of it with that troubleshooting. Keep us updated with what happens.

Chris

Re: Cannot connect to EEWifi-auto

holdenomalley — Wed, 03 May 2023 16:35:05 GMT

Also have same problem as this

Re: Cannot connect to EEWifi-auto

Katie_B — Wed, 03 May 2023 17:26:23 GMT

Good evening @holdenomalley.

Welcome to the community.

Have you been able to report this to our technical care team?

Katie

Re: Cannot connect to EEWifi-auto

holdenomalley — Fri, 05 May 2023 10:08:23 GMT

Not yet, no