topic Re: Error with EE App - Managing Broadband in Broadband & Landline

Error with EE App - Managing Broadband

Marus — Mon, 16 Dec 2024 22:33:28 GMT

I have the Hub Pro (1.6Gbs tier) and everything was working fine, the only trivial issue I had was that this was an upgrade from the Hub Plus and the app showed the wrong hub icon, as I say trivial, even the upgrade went smoothly.

Everything was working fine until a few weeks ago I opened the app and went to mange my broadband, now I just get a page the says "Something went wrong, please try again".
If I click retry, nothing happens.

I have uninstalled/reinstalled the app, rebooted the hub - Not reset it but that seems an extreme step to try.
When I reinstall the app I can pair with hub using the QR successfully, but when I goto to Wi-Fi controls I get the error.
I can even access the hubs settings via a web browser, just managing through the app is the issue.

Like I say I had no issues, then all of a sudden this.

EE support have no idea, they have escalated the issue.
The only thing they can see is that my email address is not verified, but even they said that is odd as I have been with them for months getting bills etc.

Has anybody here experienced this before?
Thanks in advance for any advice you can offer.

Re: Error with EE App - Managing Broadband

Markitos_672 — Mon, 16 Dec 2024 23:53:41 GMT

Yes I have too, everything was fine until now I checked and is showing a message error page and call customer service

Re: Error with EE App - Managing Broadband

JimM11 — Tue, 17 Dec 2024 06:48:04 GMT

@Marus Have a look at the apps, and see what the version currently installed is.

Re: Error with EE App - Managing Broadband

Marus — Tue, 17 Dec 2024 07:37:35 GMT

@JimM11 Version is 5.52.0 (1391561) - There is no newer version in the App Store.

Re: Error with EE App - Managing Broadband

Marus — Tue, 17 Dec 2024 07:42:26 GMT

@Markitos_672 Have you changed any settings on the hub?

For me everything is default, the only feature I enabled is 'Compatible WiFi' as I have two older devices that need to connect this way.

Re: Error with EE App - Managing Broadband

JimM11 — Tue, 17 Dec 2024 07:42:58 GMT

@Marus Are you an android or ios user, Android is currently at 5.52.1 just checked?

Re: Error with EE App - Managing Broadband

Marus — Tue, 17 Dec 2024 07:46:38 GMT

@JimM11 Sorry, should have said, iOS.
I have tried on both my iPhone and iPad, same problem, both are up to date with the latest software.

Re: Error with EE App - Managing Broadband

JimM11 — Tue, 17 Dec 2024 07:53:22 GMT

@Marus Only input from me is that Android EE app is working fine.

Re: Error with EE App - Managing Broadband

Marus — Tue, 17 Dec 2024 08:06:32 GMT

@Markitos_672 Did you upgrade from the Hub Plus to the new Hub Pro?
@JimM11 Out of curiosity I tried the app on an old iPhone with an old iOS, still the same.

Just reinstalled the app again, what I did notice this time was for about 1 second before the error comes up, I saw the manage broadband page and it is displayed the new Hub Pro icon.
When everything was working the only issue was it still showed the previous HubPlus icon after updating to the Hub Pro.

I am taking a guess here, but maybe EE have updated the App to fix the wrong Hub showing and this maybe broke the App?

Re: Error with EE App - Managing Broadband

JimM11 — Tue, 17 Dec 2024 08:16:07 GMT

@Marus Does not matter what is displayed, app wise, just used for all the internal instruction set's which are/would be router dependent. Your too late now, if it was is an upgrade issue, no way to get the previous version so that is not easy to determine.

The Icon was fixed over a month ago, if you do not need the app for anything setting wise, just keep checking, or hope EE Tech support get back to you.

Re: Error with EE App - Managing Broadband

YorkshireDave — Fri, 20 Dec 2024 10:20:03 GMT

Have you heard anything back from them? I switched to EE from BT and wanted to transfer all the devices over using the app but it just says something went wrong.

For now I just changed the SSID back to my old one to reconnect everything.

Re: Error with EE App - Managing Broadband

Peter_W — Fri, 20 Dec 2024 13:19:31 GMT

Hey there @YorkshireDave, welcome to the Community.

If you haven't already, please reach out to our technical team, and they'll be able to check on how exactly your account is set up at our end.

This should helpfully help clear up any login issues, then if needs be they can get this raised for further investigation too.

Peter