topic Re: EE app "We can't load this right now" in Broadband & Landline

EE app "We can't load this right now"

Stoufferoo — Wed, 31 Dec 2025 18:46:34 GMT

I've had parental controls setup through the app for years but now when I'm going to change them it says, "There's a problem loading your broadband and WiFi controls services. Try again later or get in touch if it's urgent." I can't amend the settings on desktop as it points me to the app. Have restarted app and phone. Relinked broadband to the app, still no luck. The call centre is now closed and the chat isn't available until tomorrow morning. Is there anything else I can try or do I have a teenager who can't go online tonight because I forgot to change it before everyone finished for new year 😬

Re: EE app "We can't load this right now"

Rach_H — Thu, 01 Jan 2026 11:19:27 GMT

Hi @Stoufferoo,

Welcome to the Community!

I'm so sorry to hear about the trouble you've had with this. Have you been able to get everything sorted now?

Rach

Re: EE app "We can't load this right now"

Stoufferoo — Thu, 01 Jan 2026 14:20:47 GMT

Thanks Rach_H, no luck so far but waiting for a call back from them. Have also had lots of issues upgrading to Full Fibre with my order constantly being cancelled. Perhaps 2026 will bring me a bit more luck with EE 😂

Re: EE app "We can't load this right now"

Linzi_H — Mon, 05 Jan 2026 10:46:59 GMT

Hi @Stoufferoo

Did you manage to speak with the team and get this resolved?

Linzi

Re: EE app "We can't load this right now"

Stoufferoo — Tue, 06 Jan 2026 13:06:44 GMT

Thanks Linzi, I was on the phone for an hour and 40 minutes and they were about to do a factory reset of the hub. I'm due to have an engineer here next week to upgrade the broadband to full fibre so just going to wait for that instead. We have smart plugs and smart bulbs and I just wasn't up for reconnecting everything and then having to do it all again once the engineer has been!

Re: EE app "We can't load this right now"

Linzi_H — Tue, 06 Jan 2026 13:22:38 GMT

That's understandable @Stoufferoo

Let us know how the engineer visit goes!

Linzi