topic Re: Would you please take away this new app and the use the old one in EE app and website

Would you please take away this new app and the use the old one

Konstantinos11 — Thu, 30 Apr 2026 09:50:13 GMT

Re: Would you please take away this new app and the use the old one

George611 — Wed, 29 Apr 2026 21:48:41 GMT

Why Have you changed the APP.

Its a mess, I want to view my broadband bill and check my SIM card balance snd Im stuck on this bloody forum.

Thank god I cancelled my contract and went with Hyperoptic.

Re: Would you please take away this new app and the use the old one

Lipi99 — Wed, 29 Apr 2026 21:52:32 GMT

I cant sign in to the app. after put user name and passwords its just bounced back in to the starting page..

Re: Would you please take away this new app and the use the old one

FilJ — Wed, 29 Apr 2026 22:18:54 GMT

What a fiascos!
at least give access to the old app whilst the new app is being fixed!

Re: Would you please take away this new app and the use the old one

csb0277 — Thu, 30 Apr 2026 06:54:58 GMT

Been having an issue trying to login to the app all morning. Getting the 'we're having a little difficulty right now' message.

Re: Would you please take away this new app and the use the old one

csb0277 — Thu, 30 Apr 2026 06:55:30 GMT

Anyone else having the same issue?

Re: Would you please take away this new app and the use the old one

Swordfishradio — Thu, 30 Apr 2026 07:14:35 GMT

Yes, the same here, cant log in to either of my accounts. Just get thrown out at the end once Ive entered my details.

May have to call them today about this.

Re: Would you please take away this new app and the use the old one

Chris_B — Thu, 30 Apr 2026 07:17:53 GMT

@FilJ it’s not the app that’s being fixed. It’s your online account. The app is a portal to your online account when accounts go off-line for any Maintance this will affect the app.

Re: Would you please take away this new app and the use the old one

Swordfishradio — Thu, 30 Apr 2026 07:47:47 GMT

Have called them, they have raised a case to fix. They did open a complaint but then closed it seconds after.

Re: Would you please take away this new app and the use the old one

Debbie_G — Thu, 30 Apr 2026 09:00:44 GMT

Hi @Lipi99.

Welcome to the community.

I'm sorry to hear you're having trouble signing in to your account through the app.

Could you try signing in on a web browser? Checking this helps confirm whether the issue is with the app or your account.

If you're still unable to sign in, or the issue continues after restarting your device and updating or reinstalling the app, please give our customer support team a call. They’ll be able to check your account and look into this further.

Debbie

Re: Would you please take away this new app and the use the old one

Christopher_G — Thu, 30 Apr 2026 09:23:00 GMT

Hi all.

When you hit the 'try again' button, it should prompt you to update to a newer version of the app. If it doesn't, please check the app store of your device to see if there are any updates available.

Please let us know if that fixes it for you.

Thanks

Chris

Re: Would you please take away this new app and the use the old one

ShopperHolic01 — Thu, 30 Apr 2026 09:28:13 GMT

I then tried the IP address via Chrome but it won't access? it was ok yesterday. ive deleted App. Added again. it keeps asking me to add passcode and redo security over and over.

2nd question. can i schedule extender to switch lights on and off at and to specific times as extender is in my bedroom and too bright.

Re: Would you please take away this new app and the use the old one

KrissieStiles — Thu, 30 Apr 2026 09:37:03 GMT

Hi, I know this is an old thread but I have the same error message today and can't get into my app. I am still able to access my account online via website but I have no access to Parental Controls which are only available on the app. I have cleared cache, reinstalled the app, reset account passwors, EE have rebooted my router - all to no effect. They seem to be lost as to what the issue is and how to resolve it. In the meantime my kids have no access to WiFi for their school work. Any suggestions on how to resolve this would be very welcome! Thanks!

Re: Would you please take away this new app and the use the old one

Gennineb88 — Thu, 30 Apr 2026 09:48:44 GMT

Hi i am also having this problem and we are unable to access the Internet which we need for work. Do you have any idea when the app will be back up and running please?

Re: Would you please take away this new app and the use the old one

Swordfishradio — Thu, 30 Apr 2026 09:51:50 GMT

Nope, that didnt work for me, just goes around in circles.

I have removed the app, deleted the cache and pulled down the latest versin.

Re: Would you please take away this new app and the use the old one

KrissieStiles — Thu, 30 Apr 2026 10:15:44 GMT

Did Try Again a few times, just asking me to re-log into the App using Username / email, then asks me to Set Up Your PIN, and Repeat PIN and I end up with the same Sorry, there seems to be a problem screen.

I uninstalled and reinstalled the App via Play Store, and then at EE Support request - reinstalled using the QR Code for EE App on the EE website. Still the same error message.

I ended up downloading the EE app on my daughter's iphone, which allowed me access into my App and Parental Controls. Still doesn't solve the issue of me as a parent having the access to the App on my own device and sort of negates the point of having Parental Control feature when your kids have access.

By the end of 1.5hrs on the phone with EE, going around in circles and not resolving this issue with their "help", I was told EE are now aware of the problem (which they were denying at the start of the call) and will be looking into it.

EE have now sent a text saying they've closed the complaint.

Re: Would you please take away this new app and the use the old one

KrissieStiles — Thu, 30 Apr 2026 10:19:12 GMT

I can access my online account - no problem. The issue is that Parental Controls are only available via the App. There is no backup for when the app fails. In my case, the WiFi to my son's devices was switched off overnight and I can't get it back on without having the access to the App. All his school work is online and he is unable to access it without me switching the WiFi back to his devices. The online account does not have the feature to access Parental Controls.

Re: Would you please take away this new app and the use the old one

JamieDavenport — Thu, 30 Apr 2026 11:09:31 GMT

Anyone know if there is a problem with the EE app? I have not been able to log in all morning. I was in last night managing parental controls for mobile and broadband for the first time. I have gone back to do more this morning and it wants me to login, set two factor and set a pin. I have done all of this before. When i get past setting the pin, it says 'something went wrong'. I can login on the laptop, but that's it.

Re: Would you please take away this new app and the use the old one

JimM11 — Thu, 30 Apr 2026 11:39:57 GMT

@JamieDavenport No working app, then you will not be able to adjust the hub settings through the account as required. EE does appear to be aware off some issue earlier as mentioned in the posting...

Re: Would you please take away this new app and the use the old one

Kizzler — Thu, 30 Apr 2026 11:46:59 GMT

Is the app down as tried accessing it after being advised by an agent on the phone this is the best way to manage my account?! Tried uninstalling it then reinstalling it but still getting sorry there seems to be a problem message.