topic Re: Unable to manage broadband from EE app in Broadband & Landline

Unable to manage broadband from EE app

yorkie75 — Sun, 06 Oct 2024 08:38:36 GMT

Since moving back to EE from BT for broadband, I'm no longer able to manage the router settings from the EE app.

Have spoken to tech support several times and haven't been able to resolve the issue.

This is now really frustrating as I need to limit the time my kids have access and I can't!

The app will work the first time it's installed and I can manage the router settings. If I then close the app and try and go back into manage broadband, I just get a the spinning wheel come up!

Please resolve as this is a basic requirement.

Re: Unable to manage broadband from EE app

JimM11 — Sun, 06 Oct 2024 09:12:50 GMT

@yorkie75 What happens if you try switching your phone off after the first attempt is good, and before the second attempt.

Re: Unable to manage broadband from EE app

XRaySpeX — Sun, 06 Oct 2024 11:13:33 GMT

Which EE BB plan are you on? What EE router do you have?

Re: Unable to manage broadband from EE app

I3Ixck — Mon, 07 Oct 2024 13:54:19 GMT

Hi yorkie75 I have been having the same issues too I am on iOS 18.0.1 and EE app is all upto date as well yet i can not access my settings from the app either have spoken to EE TS and they have acknowledged there are issues with the iOS App at the moment that was a call from Wednsday 2nd October 2024 and today Monday 7th October 2024 so fingers crossed they fix it really soon 🙂

Re: Unable to manage broadband from EE app

EwanArm39 — Wed, 16 Oct 2024 20:41:17 GMT

I too have the same issue and am unable to manage my broadband from the app. I just get the spinning circle

Re: Unable to manage broadband from EE app

Rach_H — Thu, 17 Oct 2024 11:39:54 GMT

Hi @EwanArm39

Welcome to the Community!

I'm sorry to hear you're having trouble with your app, and we want to get this resolved for you. Can you try deleting and reinstalling the app, and see if this helps?

Rach

Re: Unable to manage broadband from EE app

EwanArm39 — Thu, 17 Oct 2024 12:28:06 GMT

Tried that and will not pair app to hub either by scanning the QR code or manually.

Re: Unable to manage broadband from EE app

Rach_H — Thu, 17 Oct 2024 14:32:42 GMT

Thanks for giving that a try @EwanArm39. If you are still having trouble I would recommend speaking with our team by giving them a call, and they will be able to work to get this sorted for you.

Rach

Re: Unable to manage broadband from EE app

vikfx — Fri, 28 Mar 2025 11:36:08 GMT

Sadly as of today this failure is still happening. I've been in contact with support since February, 25. Many, many phone calls. Many, many promises from EE.
I still can't link my broadband to my account.

Re: Unable to manage broadband from EE app

mahiralrawi — Sun, 10 Aug 2025 10:04:16 GMT

Same here and EE customer care is useless keep asking you to upgrade and get more money from you. Better to move away from EE

Re: Unable to manage broadband from EE app

mahiralrawi — Sun, 10 Aug 2025 10:05:32 GMT

Every time we hear uninstall and reinstall IT DOES NOT WORK so please don’t keep repeating that

Re: Unable to manage broadband from EE app

mahiralrawi — Sun, 10 Aug 2025 10:06:33 GMT

Your EE team is useless and not helpful. BT is much better and the best thing is switch to another provider that’s is my advice

Re: Unable to manage broadband from EE app

mahiralrawi — Sun, 10 Aug 2025 10:07:29 GMT

EE customer service is complete waste of time. The best thing is to switch provider.

Re: Unable to manage broadband from EE app

Michael_D — Sun, 10 Aug 2025 14:09:54 GMT

Hi @mahiralrawi

Thanks for coming to the community.

Do you currently have a mobile account with us, and are you able to view that in the EE app?

Have you been able to try linking the broadband account to the app by scrolling to the bottom of the home page?

Michael

Re: Unable to manage broadband from EE app

nohndie — Sun, 10 Aug 2025 14:35:13 GMT

Compared to the BT app, the EE one is useless. It seems to just want to load webpages within the app. The BT app loaded it locally so worked so much quicker but the EE one seems to go online, helps when you are away, and its an issue, but takes so long to load if it does. Also the options for pausing internet are so limited.

Ive found clearing the Cache now and again can help, but it still takes a long time to load

Re: Unable to manage broadband from EE app

vikfx — Sun, 10 Aug 2025 14:51:50 GMT

It finally got fixed. EE had my account registered under an email address that I'd never heard of. They put my correct email address in and I was finally able to link my broadband account to my profile.

Anyone still having this problem I suggest check with EE what email address they have you under.