topic Re: WiFi enhancer encountered a problem in Broadband & Landline

WiFi enhancer encountered a problem

Terryraymond — Mon, 25 Nov 2024 19:29:15 GMT

Hi everyone,

I upgraded my package the other day and added the WiFi enhancer however whenever I try to run the ping optimiser on the manage BB tab I get the error:

”WiFi Enhancer is unable to complete the Ping Optimizer process due to external circumstances.”

any ideas?

Re: WiFi enhancer encountered a problem

Terryraymond — Sun, 24 Nov 2024 15:56:11 GMT

I get the following error:

WiFi Enhancer is unable to complete the Ping Optimizer process due to external circumstances.

Re: WiFi enhancer encountered a problem

Rach_H — Tue, 26 Nov 2024 10:32:10 GMT

Hi @Terryraymond

We know how important it is for your broadband to be working as expected, so I'm sorry to hear you're having trouble. I'd recommend giving our team a call, and they will be able to take a look, and help you get this sorted.

Rach

Re: WiFi enhancer encountered a problem

Terryraymond — Tue, 26 Nov 2024 10:40:03 GMT

Hi Rach,

I fixed this in the end by disabling the EE Cyber security and 'advanced web protect' on EE app and once the ping optimizer was set up, I enabled them again.

Not sure why this guidance isn't on the help pages.

Best,

Terry

Re: WiFi enhancer encountered a problem

Rach_H — Tue, 26 Nov 2024 11:44:02 GMT

I'm glad to hear you've been able to get this sorted now @Terryraymond and I will get your feedback passed on 🙂

Rach