topic Re: EE app issue or bug in EE app and website

EE app issue or bug

sea2dog — Fri, 26 Dec 2025 07:51:48 GMT

When I use the EE app to restart my Pro 6 hub when it goes through the percentages from 0% onwards it never fully completes to 100%, I used it yesterday and it stayed at 95% even though it did actually restart the hub successfully it never shows it as complete 100% via the app.

I'm positive this is a bug with the app not fully syncing with the hub even though it did physically restart the hub.

The final message it shows as the percentage stages increases is that it will take about 3 minutes to complete, well it never completes.

Anyone else have the same issue?

I'm using the most recent version of the app on Android 15.

Re: EE app issue or bug

Chris_B — Fri, 26 Dec 2025 09:07:07 GMT

@sea2dog You do know the connection between the hub and your device is lost when you do this.

Re: EE app issue or bug

sea2dog — Fri, 26 Dec 2025 09:27:00 GMT

At first yes, but as mentioned the WiFi connects to the app on the phone and the percentage doesn't complete, stuck on 95%

The whole point of this option on the app is to let the user know that it has restarted successfully as well as seeing that it has at the top of the screen.

Re: EE app issue or bug

sea2dog — Fri, 26 Dec 2025 09:41:05 GMT

The EE app may have trouble showing 100% completion for a hub restart, even when the restart is successful, due to a known issue with the app's status display not syncing correctly with the router, or a temporary glitch. The hub itself is likely working fine once its light turns solid blue or aqua.

Re: EE app issue or bug

Michael_D — Tue, 06 Jan 2026 08:32:12 GMT

Morning @sea2dog

Sorry for the delay in getting back to you.

We've passed this on to the relevant team for them to look into.

If you need any further help in the meantime, reach out to our tech guides.

Michael

Re: EE app issue or bug

sea2dog — Tue, 06 Jan 2026 09:08:01 GMT

Ok, thanks Michael.

Like I mentioned and just want to confirm that it does restart the router but just doesn't show to 100% on the app, which often says it should be no more than 3 minutes but it just may stick on for example 95%.

Regards.

Re: EE app issue or bug

Michael_D — Tue, 06 Jan 2026 09:10:29 GMT

That is something that the team will look into @sea2dog, as I'm not sure myself.

They'll try to replicate it at their end and if they find it isn't restarting, they'll speak to the app team to look at it further and if needed, roll out a change in a future update.

Michael

Re: EE app issue or bug

sea2dog — Tue, 06 Jan 2026 09:22:32 GMT

When I use the app to restart the router it does its job by actually restarting it, unfortunately it's the app that fails to complete and usually never reaches 100% but the router does restart I can confirm.

So in essence it is a bug that appears to be in the app by not registering / syncing completion of the reboot hub process.

Regards.

Re: EE app issue or bug

Michael_D — Tue, 06 Jan 2026 09:29:15 GMT

Thanks @sea2dog.

I'll let the team know that to help with when they look at it.

Michael

Re: EE app issue or bug

sea2dog — Tue, 06 Jan 2026 09:41:23 GMT

@Michael_D

Thanks. 😊