topic App not working. in Broadband & Landline

App not working.

Melkwadi — Wed, 01 Jul 2026 16:56:22 GMT

I have recently joined EE and still in cool down period . The app is not working . It doesn’t recognise my WiFi extenders and tells me I am not home .

is the company facing issues . I would like to know and have full transparency please

Re: App not working.

JimM11 — Wed, 01 Jul 2026 18:14:10 GMT

@Melkwadi When you say recently, what is your timescale, have EE CS checkout your account side is all working correct for the App to get through to that! Do try the web manager Interface, you can get to a EE Hub via a browser, https://192.168.1.254 to get there.

Re: App not working.

Melkwadi — Wed, 01 Jul 2026 18:28:08 GMT

Re: App not working.

JimM11 — Wed, 01 Jul 2026 18:32:22 GMT

@Melkwadi So you are aware, the posted picture that you did, needs approval for anyone else to see it in the General viewing, anything at all personal on it then it will never be released.

Re: App not working.

Melkwadi — Wed, 01 Jul 2026 18:37:55 GMT

Thanks for the reply . It shows that I am on 29mbps . One of my extenders on the app says there is no signal however it is showing solid white light . Any solutions please ?

Re: App not working.

JimM11 — Wed, 01 Jul 2026 19:01:16 GMT

@Melkwadi White is NOT an Extender colour..... Take a look link below and say what you have?

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

From one off the versions as below.

White light

If your broadband connection stops working, you can use a Connectivity Backup to keep your hub connected to the internet.

A white light on your hub shows your Connect Backup device is in use and your hub is using the mobile network (in resilience mode).

Set up Connectivity Backup

Fix a Problem with WiFi Extender | Broadband Help | EE

Re: App not working.

XRaySpeX — Wed, 01 Jul 2026 19:02:42 GMT

You're getting 29 Meg on that speedtest, but what speed you paying for? What is the name of the EE BB plan you are on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Try a speedtest, preferably wired using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

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

Re: App not working.

JimM11 — Wed, 01 Jul 2026 19:12:50 GMT

@Melkwadi 29Mb/s would be well right if you are on and connected through to the mobile network!