topic Re: EE app bug in Broadband & Landline

EE app bug

Huggons1 — Wed, 05 Mar 2025 16:28:29 GMT

I have noticed that the EE app shows many devices as connected to ethernet, which they aren't. It appears to show this when the devices are away from the home, or switched off.

I have deleted and reinstalled the android app on my mobile. App version 5.56.0

Can someone please confirm this bug to give it weight. Hopefully then an EE rep can ensure that this is acknowledged as a bug

Examples

VR Quest headset

Amazon Firestick

iPhone

Etc

Re: EE app bug

Huggons1 — Wed, 05 Mar 2025 16:30:35 GMT

Re: EE app bug

Huggons1 — Wed, 05 Mar 2025 16:38:20 GMT

Re: EE app bug

JimM11 — Wed, 05 Mar 2025 17:25:22 GMT

@Huggons1 While you pictures are being approved, are you taking about the symbols that the app applies to the devices as a guide to what it thinks they are or are not?

Edit:- App when it try's to work out just not getting it correct, checked the apple iphone 8 daughter has, but as it is connecting through an Asus repeater, it reports Ethernet for the phone? and the Repeater is wireless backhaul currently and that reports correctly, but my Android phone reports as Ethernet through an Asus router which is correct, and the wife's connected direct Android to EE Router shows frequency band connected. So assume it tries to work it out best it can but oops just not 100%, app's are for mobile and could not care less what it thinks as NOT an app fan anyway!!!

Re: EE app bug

XRaySpeX — Wed, 05 Mar 2025 17:08:37 GMT

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

Re: EE app bug

Huggons1 — Wed, 05 Mar 2025 17:20:02 GMT

Thanks. I think you should be able to see the images now, which should demonstrate the issue.

Re: EE app bug

JimM11 — Wed, 05 Mar 2025 18:24:11 GMT

@Huggons1 Have seen now, but really does not change the reply, if you wish for EE to take it up, then do all your devices and see what is correct, what is not and then if they wish to sort it out, i am more than happy that at least the app works when i look to connect apart from that do not worry about what it shows or where it comes from.

Re: EE app bug

Huggons1 — Wed, 05 Mar 2025 18:47:07 GMT

Personally I expect it to show correctly i.e ethernet devices should show as ethernet and WiFi devices should show as wireless. Seems to be a reasonable expectation, for a customer and how the app presents and distinguish connected devices types.

Kind regards

Steve

Re: EE app bug

JimM11 — Wed, 05 Mar 2025 18:56:16 GMT

@Huggons1 All you can do, is list your whole home device settings going through them one by one, list and document, report it to EE and see what can be done. Anything amiss point those out especially highlighted and you never know it may just be any easy system app fix.

Re: EE app bug

Huggons1 — Wed, 05 Mar 2025 20:22:37 GMT

Thanks.

I have reported it to EE, but would be nice for another customer to confirm the bug.

Re: EE app bug

bobpullen — Thu, 06 Mar 2025 10:25:35 GMT

@Huggons1 wrote:
I have noticed that the EE app shows many devices as connected to ethernet, which they aren't. It appears to show this when the devices are away from the home, or switched off.

What hub? Is this just in the app, or is it the same in the Hub Manager (you can list offline devices using the filter on the network map page)?

I've just checked ten offline devices here on an SH31B using the EE app, and all of them show the connection type as 'NA'; this includes an Oculus Quest headset and numerous iPhones. That said, they've all been offline for > 10hrs. Does the situation change for you the longer they remain offline I wonder?

My devices are connected directly to either the hub or an extender. Do you have any third-party access points wired to the EE hub? Any device connected to those, I would expect to show as Ethernet connected (but only if they're actually associated!)

The only thing that doesn't look normal to me is that Wi-Fi devices associated with my (hard-wired) Smart WiFi extender show up in the count here (already flagged this one for attention): -

Re: EE app bug

Huggons1 — Thu, 06 Mar 2025 13:45:16 GMT

Just a bug in the EE app. I don't have any extenders in use ATM.

Have you only got one device connected to port 4 of your router?

I take it that you don't have 16 ethernet devices connected to ethernet port 4 of your router, or have a hub connected, to enable more devices to connect to the port?

I have sent others on the forum reporting the same bugs too.

Re: EE app bug

bobpullen — Mon, 10 Mar 2025 11:14:39 GMT

@Huggons1 wrote:
Just a bug in the EE app. I don't have any extenders in use ATM.

And do those devices show the correct connection type when they are associated? i.e. is it only when these devices are shown as offline that you see the discrepancy in the app?

Have you only got one device connected to port 4 of your router?
I take it that you don't have 16 ethernet devices connected to ethernet port 4 of your router, or have a hub connected, to enable more devices to connect to the port?

9 devices at the time that screenshot was taken, connected via a couple of unmanaged switches. The issue in my case is that the total count on the port 4 tile is the sum of the devices that are connected to the switches, plus the devices that are wirelessly connected to my wired extender (also on port 4). If I switch to wireless backhaul, instead of wired then I don't see the problem. Completely different issue to the one you're reporting though (which I don't see).

Re: EE app bug

Epsomdon — Mon, 21 Apr 2025 14:21:45 GMT

@Huggons1 - I'm having the same issue. Been having a right pain trying to sort out my network today. Not helped by EE customer service person that did not know what a MAC address was. Thought it was some sort of code. Didn't know how to change device name either. Lots of useful info on community though.

Re: EE app bug

JimM11 — Mon, 21 Apr 2025 14:33:46 GMT

@Epsomdon The app is all intertwined between the Router, your EE Account and if it does not all GEL together then fruitless exercise and waste off time. Web interface get's you some off the way but you do need both to hit the home run.😶🙄👍

Re: EE app bug

bobpullen — Tue, 22 Apr 2025 08:21:02 GMT

@Epsomdon wrote:
Didn't know how to change device name either...

Did you figure this out?

Device names are changed using the overflow menu (three dots) in the app: -

Re: EE app bug

Epsomdon — Tue, 22 Apr 2025 12:51:50 GMT

@bobpullen Yes, thanks. I managed to sort it out for most devices. I just have a couple of devices that I haven't identified.

Re: EE app bug

EESoapy — Mon, 30 Mar 2026 10:11:47 GMT

I have the same problem. I have just added a wired WiFi Access Point to my Smart Hub 7 Plus. Even though the AP power is switched off, it is still showing online. I have seen some say that this is owing to delays in the EE App updating its connections map. To add insult to injury, the pre-existing Plus 7 Range Extender is not showing at all and is connected (wireless backhaul). So what is the point of the 'connected devices' feature if you can't use it to manage / display your CURRENT connections??

Re: EE app bug

JimM11 — Mon, 30 Mar 2026 12:14:52 GMT

@EESoapy If you use the web manager to look at the Hub/Smart wireless does it show different than the app?

http://192.168.1.254 and all in the Advanced Wireless + Extenders section.

Re: EE app bug

EESoapy — Tue, 31 Mar 2026 14:28:44 GMT

The Extender was nowhere to be seen via the Hub Manager which keeps telling you to switch to the app despite the fact that it is already running.

The only reference I could find was in app when clicking on Manage/ Broadband and clicking on the image of the Hub. Scrolling down from there you find 'paired devices' and the extender image is shown there. In my case it included ' connecting 1 devices' - my iPhone was connected near the extender. However when I clicked on the image, it said 'no devices connected'. Again totally usesless to manage the settings in a reliable way.

Before this I reset the extender so as to ensure correct connection. I looked at the 'getting started' leaflet and it said that it is easier to set the extender up using the app but that - again - I could not find. It took me ages but more by luck than judgement, I managed it. Like most techn docs these days, they are almost counterproductive.