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

Re: Can’t connect to London Underground WiFi

adachops — Wed, 12 Nov 2025 19:16:05 GMT

@Christopher_G I am having the same issue, been with EE for many years and never had a problem before, same phone for the last 3 years but now it’s giving me the padlock symbol. Called EE but no solution yet. What could it he to fix it please?

I am a pay monthly, have been for a while now and only last few months has the issue come about.

thanks

Re: Re: Can’t connect to London Underground WiFi

adachops — Wed, 12 Nov 2025 19:17:43 GMT

@Chris_S

I am having the same issue, been with EE for many years and never had a problem before, same phone for the last 3 years but now it’s giving me the padlock symbol. Called EE but no solution yet. What could it he to fix it please?

I am a pay monthly, have been for a while now and only last few months has the issue come about.

thanks

Re: Re: Can’t connect to London Underground WiFi

Michael_D — Thu, 13 Nov 2025 09:02:51 GMT

Hi @adachops.

Welcome to the community.

When you say that there is a padlock, do you mean next to the EE WiFi-Auto connection in your WiFi settings?

Which model of phone are you using?

Have you tried to forget the network and connect again?

Has this happened in every station you have been to?

Michael

Re: Re: Can’t connect to London Underground WiFi

adachops — Thu, 13 Nov 2025 09:45:46 GMT

Hi @Michael_D ,

Yes, I am now see a padlock next to the EE wifi auto connect option, it is the same at all London Underground stations, never happened before.

I have an iPhone 11 but same phone for the last 3 years and never faced the problem previously. EE said I have all the relevant settings in my account to be able to access it.

I have reset my settings but don’t get an option to forget and try again anymore.

thank you

Re: Re: Can’t connect to London Underground WiFi

Michael_D — Thu, 13 Nov 2025 10:25:32 GMT

Thanks @adachops

If you've reset the settings, it would have automatically forgotten the connection.

What happens when you select the EE WiFi-Auto option?

Is the software up to date on your phone? If it is, what version is it on?

Michael

Re: Re: Can’t connect to London Underground WiFi

adachops — Thu, 13 Nov 2025 10:29:08 GMT

It asks for username and password credentials in a pop up, which it should not do.

I am on IOS 18.2.6, but I’ve never had the issue before related to IOS.

Re: Re: Can’t connect to London Underground WiFi

Michael_D — Thu, 13 Nov 2025 10:41:02 GMT

It needs to have iOS13 or above to work, but we can rule that one out @adachops.

When you spoke to our tech guides, what did they say?

Michael

Re: Re: Can’t connect to London Underground WiFi

adachops — Thu, 13 Nov 2025 12:49:58 GMT

Yes it’s definitely not IOS related.

They said they would need to escalated it to another technical team but had no idea of the solution, and said I may even need to be in the underground when they call to test it and find a fix… I can’t believe it is not something that can easily be repaired, it must be something causing it!

Re: Re: Can’t connect to London Underground WiFi

Michael_D — Thu, 13 Nov 2025 12:57:15 GMT

That is what they will be looking into @adachops.

It should just let you connect automatically, but if it doesn't, the team have some basic checks to go through before they would need to escalate it.

From what you have said, we would just need to wait until it has been looked into further and someone will get back to you.

Michael

Re: Re: Can’t connect to London Underground WiFi

bristolian — Fri, 14 Nov 2025 09:44:44 GMT

@adachops wrote:
I may even need to be in the underground when they call to test it and find a fix…

I'd be quite surprised if this wasn't the case.

Fortunately, the rollout of mobile coverage on the Underground is progressing well.