topic Re: EE APP and Website Broadband account section is broken in Broadband & Landline

EE APP and Website Broadband account section is broken

Krisk77 — Sat, 13 Sep 2025 18:38:01 GMT

Back and forth now for over 2 weeks with Customer Support talking to multiple agents and nobody could give me a valid answer to why my home move BB details won’t sync correctly with the App or Website.

Uninstalled it multiple times, changed account email addresses to no avail either.

I was on the 1.6Gig product at my old address and it worked fine with the app and website so I could further configure the router, instead of the router IP address.

Since the move, it’s now saying I have a 1Mb connection which does not exist and the router shown is the incorrect one (original 1Gb port Smart Hub ) and not the White Smart Hub Pro that has 2.5gb ports that I’m using. The app and website crashes when I attempt to setup the router and I’m forced to quit.

Support said it was a backend server issue, which they fixed but it didn’t on my side and then I was getting different things said to me, to why this was happening and the last one was, “oh the app has some bugs that causes crashes”, which imo is BS and was said to quickly end the call because nobody has a clue to why this is occurring.

In addition, I had two complaints about this automatically closed without reason or resolution. Terrible experience so far with tech support.

Re: EE APP and Website Broadband account section is broken

XRaySpeX — Sat, 13 Sep 2025 19:23:00 GMT

@Krisk77 wrote:
it’s now saying I have a 1Mb connection which does not exist and the router shown is the incorrect one (original 1Gb port Smart Hub )

It's not saying you have a 1 Meg BB connection but a 1 Meg Guaranteed Speed which is nonsense. Your actual download connection speed should be higher than that. In fact for that Made for Gamers plan the BB connection speed should be 1.6 Gig BB connection with a Guaranteed Speed of 1.3 Gig.
The router show is not a Smart Hub as stated but a Smart Hub (2023).

Re: EE APP and Website Broadband account section is broken

Matt_124 — Sat, 13 Sep 2025 19:08:30 GMT

The Hub shown in the image is the Smart Hub (2023), not a Smart Hub Plus.

The Smart Hub Plus has a wider base and does not have the grill pattern on the base.

Re: EE APP and Website Broadband account section is broken

XRaySpeX — Sat, 13 Sep 2025 19:15:45 GMT

@Matt_124 : Ugh! I didn't blow it up enough to see the perforations in the base. It still not a EE Smart Hub {"(2023)" is part of its model name}.

Re: EE APP and Website Broadband account section is broken

Krisk77 — Sat, 13 Sep 2025 19:19:51 GMT

Either way, it’s not the one I’m using, as I have the white PRO one. Luckily, the connection is okay and the speed tests are to be expected of the 1.6gb connection. Also, the Xbox Game Pass I was given cannot be activated because the link to activate it doesn’t work either in the app or the website in my account.

Re: EE APP and Website Broadband account section is broken

Peter_W — Sun, 14 Sep 2025 07:25:29 GMT

Good morning @Krisk77, I'm glad to hear that everything is going well with the connection etc since making the switch over.

There are a few factors that can be at play when it comes to account issues, but I'm confident our team will be able to help you get these resolved.

If you've had a previous complaint closed at the end of a call and aren't happy with how things are going, you can also request this be reopened at any point within 28 days of it being closed.

They should be able to look into your Netflix activation issue too, so I would definitely recommend getting back in tocuh.

Peter