topic Re: EE broadband app WiFi controls spinning in Broadband & Landline

EE broadband app WiFi controls spinning

Huggons1 — Mon, 15 Dec 2025 15:01:08 GMT

EE broadband app WiFi controls spinning, when attempting to setup in app

EE executive complaints team say that this is a known issue and affected customers (around 1000 affected customers app version 5.75.0) will have to wait for an app fix to resolve the issue.

Still not resolved in update 15/12/2025 app version 5.76.0. 5.76.0.was released today for both iOS and Android.

Same issue on IOS and Android. Just spinning, when attempting to setup wi-fi controls. Issue ongoing for months. Broadband support helpline not even aware of the issue and took a complaint to acknowledge the fault.

Hope this helps someone.

Re: EE broadband app WiFi controls spinning

JordanTA — Tue, 16 Dec 2025 14:09:38 GMT

I'll drop you a message @Huggons1

Re: EE broadband app WiFi controls spinning

Huggons1 — Tue, 16 Dec 2025 14:23:14 GMT

Thank Jordan, I have replied back to your message

Re: EE broadband app WiFi controls spinning

Sgt4hed — Sun, 21 Dec 2025 20:11:10 GMT

I am having this exact issue, been with EE for 18 months and had my new hub 7 delivered today but when trying to activate WiFi controls I get the endless death spin

Re: EE broadband app WiFi controls spinning

Huggons1 — Sun, 21 Dec 2025 20:40:24 GMT

You need support to raise a fault over to TMC Operations, Technical Management Centre,
Newcastle-Upon-Tyne, to get the issue resolved.

Good luck with getting first line support to log this over

Re: EE broadband app WiFi controls spinning

Daymoalexander — Sun, 21 Dec 2025 22:17:52 GMT

Have had the same issues. On part fibre 67 ultimate. Working fine until 2 days ago. Still in my first 14 days but don’t really want to switch again! Have logged complaint, annoying as I can’t access via the hub manager either and my set up was done using Ethernet cables as I can’t see the app controls.

Re: EE broadband app WiFi controls spinning

XRaySpeX — Sun, 21 Dec 2025 22:47:17 GMT

Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.

Re: EE broadband app WiFi controls spinning

Daymoalexander — Sun, 21 Dec 2025 23:05:12 GMT

I can’t access this on my iPhone and it doesn’t seem to like it on the iPad either. Any further advice?

Re: EE broadband app WiFi controls spinning

XRaySpeX — Mon, 22 Dec 2025 00:10:31 GMT

You might need to do the secure https://192.168.1.254

Re: EE broadband app WiFi controls spinning

Daymoalexander — Mon, 22 Dec 2025 00:29:28 GMT

I have tried that just seems to take forever to load. Could be the part fibre connection speeds tho. I can get in, but once I’ve entered the router admin password, I just get a rolling circle

Re: EE broadband app WiFi controls spinning

Daymoalexander — Mon, 22 Dec 2025 00:33:24 GMT

Having the same issues. Another post is circulating as well from earlier this week. CS advised me to raise a complaint which would be closed as there is no time frame for a fix. It’s annoying as I can’t control the home settings needed! At least the broadband itself works!

Re: EE broadband app WiFi controls spinning

Bob9395 — Wed, 24 Dec 2025 15:35:30 GMT

Christmas Eve and I have the same problem trying to connect my new WiFi 7 router to the app … spinning circle .. I rang the help desk who told me it’s a known issue and will be resolved in due course

Re: EE broadband app WiFi controls spinning

Daymoalexander — Wed, 24 Dec 2025 15:47:41 GMT

My point. Wait how long. I asked what are they doing for compensating customers and they said nothing currently.

my part fibre connection is not worth the hassle I’m moving

Re: EE broadband app WiFi controls spinning

Huggons1 — Wed, 24 Dec 2025 16:07:20 GMT

You need to have the first level support team raise a fault to TMC Operations
Technical Management Centre team, to have the issue resolved.

Hope this helps.

Re: EE broadband app WiFi controls spinning

Daymoalexander — Wed, 24 Dec 2025 16:13:55 GMT

This has been done. I have a callback today from executive complaints so we will see what’s going to be done. Thanks for your advice.

Re: EE broadband app WiFi controls spinning

Huggons1 — Wed, 24 Dec 2025 16:57:44 GMT

No worries, a word of warning though. I had a complaint logged with the Exec team and they were barking up the wrong tree and said that I would have to wait for a fix. I reached out to TMC, who could see what was causing the issue and corrected the data on my account, which was causing the spinning issue. Had I left this to the Exec team, it would never have been resolved!

Re: EE broadband app WiFi controls spinning

Daymoalexander — Wed, 24 Dec 2025 16:59:47 GMT

I believe the executive team are regarding not being able to change my broadband package I’ve somehow upgraded to the full ultimate package on part fibre. Stuff I don’t need for that price!

I did escalate this as a first point of call to an advisor who said it will be logged with the team who do the app etc and that there is no time frame for a fix. It’s bad enough to make me go back to sky!

Re: EE broadband app WiFi controls spinning

Huggons1 — Wed, 24 Dec 2025 17:15:56 GMT

Hope you get it sorted soon. If all else fails, I can give you an email address to reach out to the team.

Kind regards

Re: EE broadband app WiFi controls spinning

Daymoalexander — Wed, 24 Dec 2025 17:18:05 GMT

That would be helpful tbh. As I haven’t been given a time to fix. This was working then it just stopped as my router was reset by the cube engineer. Now, as I tell them, I don’t have any access to controls.

Re: EE broadband app WiFi controls spinning

Bob9395 — Wed, 24 Dec 2025 17:20:08 GMT

Could you lets me know the email address too please .. I rang today but not sure they logged it as I was told that they are “working on it” .. thanks, Bob