topic Can't connect to new EE Wifi underground in Archived Posts

Can't connect to new EE Wifi underground

lauragene — Mon, 26 Jul 2021 18:38:18 GMT

Phone details:

pay monthly account

OnePlus 5T A5010

running on Android10 and OxygenOS 10.0.1

I have never been able to connect since the new Wifi was rolled out earlier this year. I used to be able to connect automatically without issue prior to the update.

I have tried following the instructions as outlined here ie chose the appropriate settings (see images below). I have also tried troubleshooting with all the usual tactics eg turn wifi off before entering the underground, alternatively keep wifi on then after inside underground turn off and back on, forgot the Virgin network, restart my phone once inside the underground.

The error I get is "Check password and try again" and "Could not connect to the network".

Separately, I've also tried texting EEWifi to 9527 to get a username and password, but get a send error message that the "phone number is not formatted correctly."

Anyone have any suggestions for further troubleshooting? I've already tried contacting customer service. On my call with them, they supposedly reset something from their end, but I did all of the above, again, the next time I was at a connected underground station with the same results.

Re: Can't connect to new EE Wifi underground

Christopher_G — Tue, 27 Jul 2021 07:08:26 GMT

Hi @lauragene

Welcome to the community. It seems like you've already tried all of the troubleshooting we'd recommend here.

I'd suggest calling our Technical Support team to update them on the situation so that they can continue looking into why this isn't working for you.

Please come back and let us know how you get on.

Chris

Re: Can't connect to new EE Wifi underground

lauragene — Wed, 04 Aug 2021 17:09:14 GMT

Unfortunately I spent another 45min troubleshooting with an EE rep while in
the underground. For anyone else doing a search on this topic, make note
that apparently this model of phone is no longer supported. I was able to
access underground wifi prior to the recent upgrade but am now no longer
able to due to the network changes. Of course it's taken me weeks of back
and forth and now hours on the phone to arrive at something that could have
been as simple as reviewing a list of supported devices, or, you know,
checking that my phone was compatible in the first place.