topic Re: EE App Just WONT Connect... in Broadband & Landline

EE App Just WONT Connect...

AlfonzoFonatine — Mon, 29 Jul 2024 21:03:23 GMT

I know its not just me with this story - Moved to EE after renewing my 4 year faultless BT broadband to find it was suddenly garbage after a week troubleshooting was promised move to EE its cheaper and faster and the EE App has all the functions you have now, parental controls etc. A couple of months and x 3 Hubs, many many factory restores, several android phones, several apple phones, multiple app uninstalls and what seems like millions of hours on the phone to EE with very nice operators who either fob me off to someone else , dont call back or just close the call the EE app still wont connect to the hub. Has anyone been to the Ombudsman or Ofcom because i'm on the verge of doing so i need what i am paying for, also find it very strange the dam App works fine when they want to show you the bill and that it will be taken out of the bank.

Re: EE App Just WONT Connect...

AlfonzoFonatine — Sun, 14 Jul 2024 08:28:37 GMT

Moved to EE a few weeks ago big con as far as I am concerned 4 years with BT no issues the day I renew the contract connection drops spent a week troubleshooting then told move to EE it's cheaper faster etc. moved connection still sucked, new router speeds ok but can't link to app for parental controls etc another week troubleshooting and an engineer visit then another router. (Old BT one branded with EE).

Speed and connection now ok and can use old BT disks as it's basically the same but router I used to have but will not connect the EE app to the hub no matter what I try reset hub, reinstall app try on multiple phones android and iPad anyone else actually got this to work cos I still have a few weeks I can cancel and will do so if I can't get the stupid app to work.

Re: EE App Just WONT Connect...

Chris_B — Mon, 29 Jul 2024 21:07:59 GMT

@AlfonzoFonatine Have you allowed the ER app to use your location have you allowed the app to access your local network? I’ve set this up twice on my iPhone without issue.

I’m going to do a full walk through with pics when I get the chance, I’ve just not had the time at present.

Re: EE App Just WONT Connect...

Typhoochimp — Wed, 07 Aug 2024 19:55:05 GMT

A completely diabolical situation.
I’m in the same unhappy position.

This is simply unacceptable.

EE need to sort it NOW and keep us informed properly whilst doing so.
This is NOT The Post Office and The Horizon Computer System.

EE Need to get a grip and stop the obfuscation NOW

Re: EE App Just WONT Connect...

Chris_B — Wed, 07 Aug 2024 20:21:28 GMT

@Typhoochimp What router do you have ? Is it this one

Re: EE App Just WONT Connect...

Typhoochimp — Wed, 07 Aug 2024 20:32:46 GMT

NO. It’s the BT Home Hub 2 that did the job with the BT Account and the BT App.

Thats the problem. It did work. I had control of WiFi and Apps via the BT App on my iPhone 13 Pro Max.

It does NOT work now with the EE App failing to pare or control anything to do with Broadband or Wifi and it’s NOT acceptable.

I have Care Responsibilities and I want/need parental controls. Why should I accept less than I had and what was promised. No one at EE (apart from a lone CS member ‘Karen’) appears to have taken ownership and I will NOT be fobbed off. Watch this Space.

Re: EE App Just WONT Connect...

AlfonzoFonatine — Thu, 08 Aug 2024 15:26:43 GMT

Had that 1 initially then they sent the older one same as the BT one i had but with an EE cover-ive given up now they just phone up and tell me to reset it although they are very nice i am now locked in a 2 year contract which will not be renewed i dont care how cheap they are on renewal they have ripped me off and i wont forget, i dont answer their phone calls now they can get as frustrated as i have been.

Re: EE App Just WONT Connect...

AlfonzoFonatine — Thu, 08 Aug 2024 15:28:40 GMT

Exactly the same but i have given in now dont even answer their calls i am locked in a 2 year contract and my kids have access to hardcore pornography, Thanks EE I will get my own back at contract renew time.

Re: EE App Just WONT Connect...

Garpusmentus — Wed, 25 Sep 2024 19:31:08 GMT

Has anyone had any luck on this issue, I have been speaking with EE now for over 2 months with different people. I raised 2 complaints, both were supposed to be actioned within 48 hours, no fix. I have been on the phone up to 10 times, no luck, I've messaged the same amount of times. They even closed the complaint down automatically and said i'd not contacted them...twice, unbelieveable , never experienced a better example of how NOT to deliver professional service management.

Followed all of the instructions ( I am very IT capable) multiple times, the EE app has now been updated which lets me get to the 'pair your hub' stage, but this now just sits there with the usual spinny wheel forever, not matter what iteration of setup procedure I try.

I have 3 kids and need to protect them from harmful content, I used to do this on the BT app and via my hub directly, but EE/BT have now locked this down so it is only possible through the useless EE app which does not actually work. I'm half tempted to just go an buy another high quality router and make the BT hub a dumb hub. This has now been going on since July .......

I am probably going to speak to Citizens advice about getting out of the contract as they are not delivering the service that was described to me at upgrade. Come on EE/BT get someone from management in customer service to get in touch with me....

Thoughts and help most welcome.

Re: EE App Just WONT Connect...

Leanne_T — Thu, 26 Sep 2024 07:38:52 GMT

Hi @Garpusmentus

Thanks for coming to the community, I am really sorry you are unable to manage your account using the app.

Have you tried deleting and reinstalling the app since the app last updated?

If you would like to get an update on this issue and discuss managing the parental controls please try getting back in touch with our tech guides.

Speak soon.

Leanne.

Re: EE App Just WONT Connect...

AlfonzoFonatine — Sun, 13 Oct 2024 08:24:43 GMT

I’ve had 3 routers off them none worked with the app they just go round in circles change router, reinstall app, reset router, promise the earth nothing works

Re: EE App Just WONT Connect...

AlfonzoFonatine — Sun, 13 Oct 2024 08:26:00 GMT

Exactly the same here I’m takeing the fight up again as it’s not acceptable

Re: EE App Just WONT Connect...

AlfonzoFonatine — Sun, 13 Oct 2024 08:28:31 GMT

And they will do nothing because it doesn’t work, I’m taking legal advice

Re: EE App Just WONT Connect...

Ewan15 — Sun, 13 Oct 2024 09:16:07 GMT

@Typhoochimp I found I needed to continue to use the My BT App when I was using the BT Smart Hub 2 on EE plan. I could not get the BT Smart Hub 2 to pair properly with the EE App. The EE App works fine with the Smart Hub Plus

Re: EE App Just WONT Connect...

Typhoochimp — Sun, 13 Oct 2024 09:40:10 GMT

After some weeks of obfuscation & failed attempts to connect and manage the EE Broadband Service Parental Controls using the BT Hub 2 and the EE App I returned to BT.

Initially this would not pair correctly with the My BT App. It had worked fine before my transfer to EE.

I entered the same frustrating runaround to regain parental control via the My BT App.

IT WAS eventually sorted out by the referral to and intervention of the BT Senior Technical Team Management (or some such).

This was, is and remains a painful demonstration in how NOT to run a business.

I still have some concerns with regard to what was promised in the initial transfer to and subsequent (agreed) return from EE.

I will seek to resolve this with BT.

Re: EE App Just WONT Connect...

JonProudfoot — Tue, 15 Oct 2024 10:33:49 GMT

Same problem - going on 4 months with loads of contact with EE. Complaints raised and loads of referral to the "correct" team but no fix.

Re: EE App Just WONT Connect...

AlfonzoFonatine — Tue, 15 Oct 2024 18:03:34 GMT

I can only suggest everyone does a review of the EE APP/Router issues like i have done - EE Reviews | Read Customer Service Reviews of broadband.ee.co.uk (trustpilot.com)

Re: EE App Just WONT Connect...

wakeywakey — Thu, 20 Mar 2025 10:09:27 GMT

Just joined EE from BT and the EE app (android) won't connect to the hub!!!

Re: EE App Just WONT Connect...

JonProudfoot — Thu, 20 Mar 2025 10:58:50 GMT

My issue was fixed in February after over 8 months. Jonathan, a 'guide' from Newcastle, spotted that the serial number of my hub was different to that in my account. He was ‘surprised' that nobody had checked this over the time I had been waiting.

Since then I have changed to WiFi 7 using Smart Hub Pro hub and Smart WiFi Pro disks and everything works as it should.

Hope this helps.