topic Re: Can’t connect to London Underground WiFi in Mobile Services

Can’t connect to London Underground WiFi

GSL100 — Tue, 06 Sep 2022 06:49:45 GMT

Hi, I'm a contracted EE Customer and was able to connect to London Underground WiFi a few days ago, but now I am unable to & it asks me for username & password which doesn't work

Re: Can’t connect to London Underground WiFi

Northerner — Tue, 06 Sep 2022 07:10:07 GMT

Hi @GSL100

Did you follow these instructions?

https://ee.co.uk/help/help-new/network-and-coverage/tethering-or-sharing-internet/wifi-on-the-london-underground

I did and it worked fine.

Thanks

Re: Can’t connect to London Underground WiFi

GSL100 — Tue, 06 Sep 2022 07:18:01 GMT

Hi @Northerner

Yes I’ve tried that and also updating & restarting my phone, then trying again - but when you pick EE WiFi Auto it used to just connect automatically (as it states in the guidance) - however now when I try now it comes up with a username and password prompt, which even when I fill in, comes up with an error and doesn’t connect me.

Re: Can’t connect to London Underground WiFi

James_B — Tue, 06 Sep 2022 08:43:46 GMT

Hi @GSL100,

Welcome to the EE Community. 🙂

Are you using a pay as you go or pay monthly plan?

James

Re: Can’t connect to London Underground WiFi

Kirigaya_Kazuto — Tue, 06 Sep 2022 08:46:54 GMT

Are you selecting the EE-AutoWifi network?

Re: Can’t connect to London Underground WiFi

Kirigaya_Kazuto — Tue, 06 Sep 2022 08:51:29 GMT

@James_B They said in the OP they're on a contract 🙄

Re: Can’t connect to London Underground WiFi

James_B — Tue, 06 Sep 2022 09:35:19 GMT

Always best to check @Kirigaya_Kazuto - we occasionally see a bit of confusion between pay as you go plans with recurring top ups and pay monthly plans.

James

Re: Can’t connect to London Underground WiFi

Kirigaya_Kazuto — Tue, 06 Sep 2022 09:53:47 GMT

Ah, that's fair enough @James_B I didn't mean to come across as rude

Re: Can’t connect to London Underground WiFi

James_B — Tue, 06 Sep 2022 10:03:37 GMT

Not at all @Kirigaya_Kazuto, I understand why you would point it out. 🙂

James

Re: Can’t connect to London Underground WiFi

GSL100 — Tue, 06 Sep 2022 10:26:33 GMT

Hello @James_B

I have a monthly pay contract.

Thanks

GSL

Re: Can’t connect to London Underground WiFi

GSL100 — Tue, 06 Sep 2022 10:31:32 GMT

Hi @Kirigaya_Kazuto

Yes I select EE Auto WIFI, as I mentioned I used to have no issues with it before, and used to be connected.

But since about a week ago, when it appears it has the padlock symbol now (never used to) which is usually only on those networks password protected - never used to have this before.

So when I select it, comes up with the username and password prompts. Which don’t work even when we fill them.

Thanks

Re: Can’t connect to London Underground WiFi

James_B — Tue, 06 Sep 2022 10:43:07 GMT

Hi @GSL100,

Our Technical Support Team will be happy to look into this issue if you get in touch.

Thanks 🙂

James

Re: Can’t connect to London Underground WiFi

GSL100 — Thu, 08 Sep 2022 06:06:42 GMT

So after being on a live chat with your Technical Support teams for over 1hr, their advice eventually after being passed over to a 2nd team was to clear my browser history & cookies…. which I did and when I went back to the underground it still didn’t work and exactly the same problem! 🤦🏻‍♂️ Very unhappy with EE!

The question is WHY am I seeing a padlock symbol against EE-WiFi Auto when it never used to be there before?? And this symbol clearly signifies that the network is password access protected, which is why I get the username & password prompt when I try to access! But when I type in my EE username & password it still does not work?

As a pay monthly contracted customer of EE, according to your guidance I should just be able to select EE-WiFi Auto and automatically have access - which is what used to happen just over a week ago, until i suddenly now encounter this issue.

Hoping that someone may be able to help as EE have been totally useless so far!

Re: Can’t connect to London Underground WiFi

Christopher_G — Thu, 08 Sep 2022 08:39:00 GMT

Hi @GSL100

I've sent you a private message to get some information from you. Could you have a look and get back to me please?

Thanks

Chris

Re: Can’t connect to London Underground WiFi

lucytcherniak — Thu, 31 Aug 2023 15:25:24 GMT

I have the exact same issue and exact same set of circumstances. Pay monthly. Used to automatically connect and now it asks me for a username and password. I put in the correct details and it won't connect.

Re: Can’t connect to London Underground WiFi

Leanne_T — Thu, 31 Aug 2023 15:49:37 GMT

Hi @lucytcherniak

Thanks for coming here.

What device are you using?

Are you on pay as you go or pay monthly?

Leanne 🙂

Re: Can’t connect to London Underground WiFi

barnesey — Tue, 15 Apr 2025 21:53:09 GMT

i have the same problem now...I never used to as it connected automatically. So annoying and so retrogressive.

Re: Can’t connect to London Underground WiFi

Chris_S — Wed, 16 Apr 2025 07:58:35 GMT

Hi @barnesey I'm sorry to hear that you're having problems getting access to the London underground WIFI.

I'd like to try to help get this sorted; The fix would be different depending on if you're on Pay As You Go or a contract, which are you on at the moment?

Chris S