topic Re: Unable to set up wifi enhancer in Broadband & Landline

Unable to set up wifi enhancer

ofish42 — Sun, 30 Mar 2025 20:31:43 GMT

Hello

I've recently joined EE broadband and I've opted in for the wifi enhancer for game and work mode. I've got wifi 7. When I log into the app it gives me the option to set up the wifi enhancer, but when it gets to where i run the ping optimiser, it'll say it's checking the ping, and then tells me that it seems I've lost connection. Sometimes it tells me what my ping is (usually 15 to 16 ms), but then it will always "loose connection" before it gets any further. Has anyone got any advice?

Thanks in advance

Re: Unable to set up wifi enhancer

XRaySpeX — Sun, 30 Mar 2025 21:35:10 GMT

@ofish42 wrote:

tells me that it seems I've lost connection.

but have you actually lost connection?

Re: Unable to set up wifi enhancer

ofish42 — Mon, 31 Mar 2025 08:20:38 GMT

No I haven't, the wifi is showing full bars the whole time. Nothing else gives me any indication that any form of connection is lost

Re: Unable to set up wifi enhancer

Alex_H — Mon, 31 Mar 2025 10:31:27 GMT

Hello @ofish42,

Welcome to the EE Community

An error accessing the Wi-Fi enhancer can sometimes be resolved by rebooting your hub. Also in case the issue is being caused by the app itself I would recommend clearing the data/cache for the app also. Have you been able to try either of these things already?

Alex

Re: Unable to set up wifi enhancer

ofish42 — Wed, 02 Apr 2025 07:30:18 GMT

Yes I've tried both these things, I still get the exact same error. I'm not sure what else to try

Re: Unable to set up wifi enhancer

Alex_H — Wed, 02 Apr 2025 10:21:25 GMT

@ofish42 Thanks for confirming, in that case I would recommend giving our team a call as they may need to raise a ticket on your account to get this resolved for you. Contact Us To Request Technical Support for Broadband and Landline | EE

Alex

Re: Unable to set up wifi enhancer

ofish42 — Wed, 02 Apr 2025 10:56:02 GMT

I called and I think the guide sent off a SUF for me already, so I'll give it a few days and hopefully that works anyway.

Thanks

Re: Unable to set up wifi enhancer

Chris8211 — Sun, 18 May 2025 10:00:45 GMT

Got same issue expect I’m still waiting for full fiber been 2 years, it used to work till they did an app update one evening and they don’t know what’s causing it. They have a team I have been talking to and they are stumped and have now told me to wait for a text to say it’s working but it’s been two months and they are still charging me for it. I can’t even use geofencing or connect to better servers. So really at the end of my tether with them.

Re: Unable to set up wifi enhancer

Skinz_86 — Wed, 28 May 2025 18:39:25 GMT

I'm having the exact same issue, its driving me mad. I've also reset the hub, cleared the cache on the app and still no luck. Tbh the app isnt the greatest, so slow and buggy.

Did you get this sorted?

Re: Unable to set up wifi enhancer

v6villan — Fri, 30 May 2025 09:28:50 GMT

Also having this issue. Wifi enhancer was working fine. Then unfortunately I had to reinstall theEE app . Since then when I select set up WiFi enhancer it crashes on stage 3 of ping optimiser. . So I am unable to use geo filter, which is the only part of wifi enhancer I use .

Been passed onto tier 2 . They seem to have closed the case marking it as solved when it is far from solved. They do this a lot with faults. Although at least they know what WiFi enhancer is, most of the agents I have spoken to havent got a clue what WiFi enhancer is.

The wifi enhancer software is supplied by Netduma who say they are aware of the issue and are working on fix with no eta at the moment zzzz

EE are a joke. Don't understand how they get away with advertising paid for add ons that dont work or work infrequently

Re: Unable to set up wifi enhancer

Peter_W — Fri, 30 May 2025 15:09:39 GMT

Hi @v6villan.

It definitely sounds odd that the case would be closed without a resolution here.
Do you know if this was a complaint case, or a technical ticket? Usually the former will start VOL, whilst the latter will start INC.

Either way you should definitely be able to request this reopened if it's unresolved.

Peter

Re: Unable to set up wifi enhancer

v6villan — Fri, 30 May 2025 16:07:59 GMT

Hi @Peter_W it's a vol number . Have now got it reopened. Two weeks ago tier 2 rang me on 13 th May about this issue. I submitted a video of the issue and screen shots to them.

The tech 2 case handler said he would call me back on 15th may . Had no calls at all that day. So chased it up and was told the agent had tried to call me and their was no answer and the case was closed.

Yet my phone had no missed calls for the time they claim they called. .

Re: Unable to set up wifi enhancer

Peter_W — Fri, 30 May 2025 17:33:09 GMT

Thanks for the update @v6villan.

I'm glad you've managed to get that reopened, but it's definitely odd that you wouldn't receive the calls as advised.

When you next get in touch about this I'd definitely recommend double checking with them that the contact details you have on file are correct.

Peter

Re: Unable to set up wifi enhancer

v6villan — Fri, 30 May 2025 21:55:10 GMT

They have the correct contact number as they'd called my number on the first call and when I queried why I hadn't had the 2nd call as promised ,they confirmed the number they'd called which was mine . As I said, I had no missed calls. So they are liars as well as incompetent.

Classic EE non existent tech support and an app that won't load the add ons you pay for.. No chance of getting wifi enhancer working as most staff don't know what it is. Time to get ofcom involved

Re: Unable to set up wifi enhancer

Lesley_W — Sat, 31 May 2025 08:31:23 GMT

I understand your disappointment with this @v6villan

I'd recommend escalating your complaint if you feel this way, you can see how to do that here Make a Complaint | Contact Us | EE.

Lesley