topic Re: Can't access wifi controls via the EE app in Broadband & Landline

Can't access wifi controls via the EE app

Profile closed — Wed, 16 Oct 2024 19:12:59 GMT

Hi, I'm wanting to change some of the network device names on the hub. Could do this on my previous BT SH easily, but apparently on the EE Hub it can only be done via WiFi Controls in the app.

But WiFi Controls doesnt work - just get "We can't load this information - it's our fault"

Do we know when this will be fixed?

Rgds

Mike

Re: Can't access wifi controls via the EE app

Peter_W — Thu, 17 Oct 2024 11:07:52 GMT

Good morning @Profile closed.

Welcome back to the EE Community 😊

When you're logging in to your account are you able to see the details of your broadband plan and bills, or are you getting errors when trying to see these too?
Peter

Re: Can't access wifi controls via the EE app

Profile closed — Thu, 17 Oct 2024 11:47:35 GMT

Hi Peter

Thanks for picking this up. I can see details of our BB plan, and bills, just fine. But “set up WiFi controls” returns an error “at EE end” so whilst I can browse to the router via 192. etc I can’t change device names. As an example, we each have an iPhone, so short of checking MAC addresses etc I don’t know which is which.

TBH, I’m about to give up. I wish I’d just kept everything w BT. The new router is faster and in-house coverage better, the phones work (but are now throttled @10meg), TV works and the mini box is great for our kitchen telly (but I’m paying slightly more and the Netflix plan now has adverts) but the app and resolving issues seems impossible.

The mobile no’s have ported over but my wife’s phone still shows the temp no, and messes with our contacts. I got 2 bills for the “temp” numbers, one of which included a £50 “deposit”. Clearly, paying bills to BT on time for decades means nothing to EE.

As you suggested, I rang again, mainly to “link” our phones to the app. This was after the app told me to go down to our local EE shop w ID. EE seem able to bill me and collect money from me just fine, but to get details of a service I pay them for I have to identify myself 🤷🏼

The shop scanned my PP but said I’d still need to ring as my ID is all Michael but my a/c (as it was w BT) is Mike. So I rang. I was told Billing would ring - nobody has. I was told the phones would link; now it says they have linked, but to different a/c’s. What they are, I’ve no idea.

I’m losing the will to live with this, and will give up, including my plan to rejig the TV and mobile plans. Everything works, I can’t manage any of it, but it all works; some bits better, some bits worse.

All of this due to BT’s desire to shift consumers over to EE, without an effective system in place to handle it. I wish I’d never bothered.

Re: Can't access wifi controls via the EE app

Peter_W — Thu, 17 Oct 2024 12:17:08 GMT

Thanks for explaining all of that @Profile closed, I'm confident we'll be able to iron out some of the kinks you've mentioned since switching over, but I appreciate the frustration of things not working perfectly.

I would definitely recommend getting back in touch with our team so we can check how everything is set up.

With online accounts for mobile and broadband everything needs to match perfectly, so if one account is Michael and another is Mike this can cause some errors in linking accounts.

If you feel the right amount of ownership hasn't been taken there is also the option to raise this as an official complaint with our dedicated complaints team.

Here you'll be assigned a point of contact for your case, and we'll make sure everything has been done to get things resolved within our complaints code of practice.

Peter

Re: Can't access wifi controls via the EE app

Profile closed — Thu, 17 Oct 2024 13:43:32 GMT

Thanks Peter. I’ll probably go the complaints option. 150 tries to direct you to a specialist so issues affecting all services have to involve others.

This morning’s frustration has been re-installing the WiFi extender. It shows steady aqua but whether via wifi or Ethernet it doesn’t show up in My Network and as I can’t get WiFi Controls in the app to work, I’ve no idea what, if anything, it’s doing.

In the BT Community Forum staff could use DM to access accounts and resolve issues.

It’s a shame EE hasn’t seen fit to do the same.

Re: Can't access wifi controls via the EE app

Peter_W — Thu, 17 Oct 2024 13:50:57 GMT

I definitely think this will be a good option @Profile closed, as will it allow you to cover multiple bases at once and ensure some ownership is taken here.

Also whilst we don't have access to accounts via this forum, we'll always aim to help point you in the right direction.

Peter

Re: Can't access wifi controls via the EE app

Profile closed — Fri, 18 Oct 2024 13:07:27 GMT

Hi Peter

The official complaint link goes to a word count limited form which seems to give the option of complaining on 1 product only.

I’ve emailed BT/EE CEO’s and asked for someone in Executive Office Complaints to take ownership and pursue issues within each product area.
🤞

Re: Can't access wifi controls via the EE app

Peter_W — Fri, 18 Oct 2024 13:23:46 GMT

Thanks @Profile closed, the webform also goes to our Executive office, but with the email you've sent here this should be triaged and sent to the relevant teams to handle.

I'll keep everything crossed you manage to get everything resolved here too 🤞

Peter

Re: Can't access wifi controls via the EE app

Profile closed — Sat, 19 Oct 2024 17:30:27 GMT

Peter

Emailing Friday lunchtime, I’d expected no response till Monday, earliest, so was pleasantly surprised to be called today by a helpful lad from BT EO CR.
He’s:

1. TV

Taken onboard the lack of detail abt the specific Netflix plan I was offered, and subsequently set out options in an email.

2. BB

Flagged the WiFi controls issue to the BB team, and confirms he sees the WiFi extender connected, and even read out the devices connected to it. He thinks both are connected, and will ring again next week to check progress.

3. Mobiles

His initial contact with the Mobile team suggested all issues could be resolved, including waiving the £50 deposit, but that I’d need to speak to a specialist. Unfortunately the call cut off during transfer, and whilst I was promised a call back should this happen, nobody rang.

Overall tho, I’m happy to have a point of contact, and that there seems to be solutions in hand.

Mike

Re: Can't access wifi controls via the EE app

Profile closed — Sat, 19 Oct 2024 19:50:44 GMT

Even more impressive, someone from the BB side rang tonight. Went thru various checks and re-booted the router, but no change, so gave me a link to send screenshots on the WiFi Controls thing, which I’ve done, giving details of my iPhone, and versions of iOS and EE app I’m running (both latest).

So again, in hand.

Re: Can't access wifi controls via the EE app

JimM11 — Sat, 19 Oct 2024 21:39:11 GMT

@Profile closed So as not to confuse, have a look on the web interface, in the wireless section under advanced and you will get a little more detail for the extender control and possibly what is connected, the interface does not go a good job of defining in any detail what is connected to where, the app has to be used to change the names, in the app they stick very good, unfortunately that does not transfer to the router, so it may / or may not update to display the name you have put in with the app. There is going to be some things that you will have to live with compared to the BT Smarthub2 regarding controls. If that is not going to be acceptable you will have an issue for sure! App fix for BT - EE customers may be quick or extremely long time some have been over a year with it not fixed, just giving the heads up...

Regarding your mobile, there is another plan £3 more, that i think gets you up to 100meg limit for download speed, the low cost one is 10meg.

Ported number will take a few billing cycles to disappear for the original numbers that were supplied with the sim packs, just got to be patient on that one.

Re: Can't access wifi controls via the EE app

Profile closed — Sun, 20 Oct 2024 07:39:45 GMT

Thanks Jim

You've given more information there than I’ve got from half a dozen calls.

Both “normal” and “advanced” views of our network in a browser show no extender connected, although EE can see it, and even which devices are connected. Their EO CR said the issue may be part of the “WiFi Controls” error in the app, and that he thought they’d fixed that.
A specialist rang last night and I’ve provided screenshots, having tried uninstalling/reinstalling the app several times. It’s the latest version, and my iPhone and Fire tablet are both on their latest OS’s. I don’t use computers anymore.

Thanks for the info on alternative mobile plans and porting. Mine has gone fully over; wife’s still shows the temp no in her iPhone settings; I can call her on her proper no, but iMessage and FaceTime go to her temp no. Years ago we moved mobiles from Vodaphone to BT and didn’t have this malarkey.

Just paid the last BT bill, and the first EE bill. Overall the cost is similar, for some features better, some worse. The new router speedtests faster over WiFi, and has better coverage in the house. The demand for immediate payment of a £50 deposit really irritated me.

Hopefully I’ll see progress next week.

Thanks for chipping in - I really appreciate it.

Mike

Re: Can't access wifi controls via the EE app

JimM11 — Sun, 20 Oct 2024 08:05:01 GMT

@Profile closed http://192.168.1.254 gets you to the EE hub manager, advanced options nearly always require the password on the card index back of the router, do not use there mesh, Asus user, you only can but try. I find using wifi analyzer more informative to were the devices latch on to, just cannot guarantee what/were the devices negotiate with router/smartwif. Got one Asus laptop, and swear it's got a mind of it's own but all the others are fine.

Re: Can't access wifi controls via the EE app

Profile closed — Sun, 20 Oct 2024 08:45:00 GMT

Yes, I’m using 192. etc to browse to the router, and use the admin pw on the card to open up Advanced Settings. Neither Normal nor Advanced shows the Extender.

Mike

Re: Can't access wifi controls via the EE app

JimM11 — Sun, 20 Oct 2024 09:07:39 GMT

@Profile closed You should be able to see the extender in more detail in the Advanced tab, Wireless, password now requested, then you should be able to open the wifi extenders, not sure if you have to add etc to see as do not use the EE Mesh.

Link below gives you an idea what it looks like.

Re: Items lacking on my new EE Smart Hub Plus - The EE Community

Re: Can't access wifi controls via the EE app

Profile closed — Sun, 20 Oct 2024 15:00:09 GMT

Nope. Over a period of days, neither Normal nor Advanced (via Admin Password) settings have shown the WiFi Extender as connected. Both just show 0 extender. Both router and extender showed steady aqua.

However, just back after a day out and the extender now shows flashing orange. Tried WPS again, brought it downstairs to within 3 ft of the router, pressed the reset button, powered off, WPS in both again, all done several times - no change. Flashing orange.

I’m totally sick of this. I wish I’d just paid BT the extra they wanted for the TV renewal and left everything with them.

The book says to try an Ethernet connection but I can’t be bothered right now. I’ll tell EO CR or the Broadband team when they ring back.

Still no call back on mobile.

In over 20yrs of BB and mobiles I’ve never had anything like this.

Re: Can't access wifi controls via the EE app

Profile closed — Mon, 21 Oct 2024 16:22:03 GMT

Update:

TL;DR

Unless you’re desperate to fix an issue with a BT product, leave well alone - especially if you have “triple play” - BB, TV, and mobile.

You may enter a world of grief, pain, and regret.

Long version:

After emailing BT & EE CEOs on Friday, I expected little chance of progress before today. I was pleasantly surprised then to get several calls on Saturday, Sunday, and today. All involved different people; having 1 point of contact in EO CR Complaints seems to be beyond them, but still.

Pleased to report some progress.

1. Mobile

Plan being changed to something more appropriate. Finally got rid of temp no’s in both phones. Each shows ported over numbers, all apps using those numbers work fine. £50 deposit requiring immediate payment waived. Phone accounts will be merged into 1, but that merged account cannot in turn be merged with what I regard as our existing main account (BB & TV) for 3 months, as I need to demonstrate creditworthiness. I told them this is offensive, given my perfect bill record w BT, and illogical, given they applied no such requirement on the BB/TV side, where I pay them much more.

But nothing can be done. Computer says so 🤷🏼

2. TV

New mini box works well and is useful. Price for Netflix without ads given and I’ll consider it. If you’re offered a new TV plan, make sure they disclose ALL terms, or as I did, you may end up paying slightly more for an inferior offering.

3. Broadband

WiFi Controls still don’t work. Had to send a screen video recording showing the messages I get. WiFi Extender back working, and shows connected devices if I browse to the router, but ONLY if I connect it via Ethernet. Won’t connect over WiFi via WPS As the whole point of it is to operate upstairs in the opposite corner to the router downstairs, this renders it useless, tho tbf all upstairs devices are shown connected to the router anyway. Possibly it’s developed a fault; I’ll probably follow up with the Executive so will request a replacement as my main use for it is to project coverage into the garden.

So. Some progress. Have tried at length to make the point that if BT want to get retail customers over to EE they must provide a seamless process so that to the customer it appears a simple rebrand, ie whatever they had with BT is now EE, everything otherwise continuing as before. I don’t care which logo appears; when they rebranded the Pro TV box it just changed light and logo, everything otherwise remained the same. This currently seems impossible. Having been with BT for decades, I’m being treated as if I’ve just walked in off the street, but only on mobile, not BB or TV.

It makes no sense to me, and is a shocking way to handle long standing customers. But I’m stuck with it now, feeling I should have accepted BT’s increase in the TV side, and left everything else as it was.

If you’ve got this far, thanks for reading. Helps to vent.

Mike

Re: Can't access wifi controls via the EE app

EthanGreig1 — Tue, 22 Oct 2024 00:52:28 GMT

I am having the same problem with the app. I would always be one of those people that would metaphorically go to bat for EE any time anyone would talk/say anything shhhh about them, As I thought that they couldn't do anything wrong. BUT Going from be a SIM only customer to now a broadband too. I can see just how absolutely shock their website and app is. One part of the app is always down/not working. The App as a whole is down/doesn't work a fair enough of the time. And the less said about how shhhh the website is the better. With the What-do-you-need URL coming up 95%. Had the place I am rented had Full Fibre built into it already. I would never have got with EE in the first place.

Re: Can't access wifi controls via the EE app

Profile closed — Tue, 22 Oct 2024 06:32:52 GMT

Hi Ethan

As a long time customer of BT (with one product or another going right back to the 70’s) I’d always say “when they were good they were good, but when they were bad they were awful”. But generally, when it all worked, I was v happy with them. The app worked fine. I could manage each product as I wanted.

But given they want to shift millions of domestic customers to EE. I cannot believe how fractured the process is. The app simply doesn’t work in parts, and their policies are too rigid asking me for an immediate deposit up front; making me wait till a few bills have been paid before they merge our phones with our other products. On the mobile side, I’m tret as a new customer, who needs to earn their trust.

🤷🏼

Anyhoo, I feel your pain.

I’ll see what fresh hell today brings.

Best

Mike

Re: Can't access wifi controls via the EE app

Profile closed — Tue, 22 Oct 2024 10:38:46 GMT

Today’s (minor) irritation. Letter in post requesting return of the old BT kit, or be charged.

The SH2 and extender disc were returned on 10/10 and RM tracking shows delivery on 13/10.

Letter from’d and to’d with pithy comment added.

BTW, can’t logins/cookies on here be persistent? It’s a nuisance having to login each time.