topic Re: EE Broadband APP WifI Controls not working in Broadband & Landline

EE Broadband APP WifI Controls not working

Mart30 — Sat, 25 Nov 2023 16:26:47 GMT

I have recently signed up to EE Broadband. My broadband is working fine, however the APP WiFi controls feature and the Wifi enhancer are not available on the app or via the website. An error message appears and states it is a problem with EE. I have spoken with the technical team at EE on two occasions and they have recommended i reinstall the APP and restart the router. I have now done this many times and the APP features are still not working. This is very very VERY frustrating! I am going in circles with the EE technical team and it is not clear how or if this will be resolved. EE is not living up to expectations. If there is an issue, i would prefer EE acknowledge the fault and advise when it will be fixed rather than directing me to do the same thing over and over again (i.e reinstall the app). Can anybody help? Is this new feature just a myth?

Re: EE Broadband APP WifI Controls not working

XRaySpeX — Sat, 25 Nov 2023 16:55:10 GMT

@Mart30 : Many others are experiencing this too. Just search this forum. Mine says that I don't have permission to view Manage page.

Re: EE Broadband APP WifI Controls not working

Angelis90 — Mon, 27 Nov 2023 09:48:52 GMT

I'm having the same issue, been on the phone to EE and they don't know what to do either.

Re: EE Broadband APP WifI Controls not working

John-C — Mon, 27 Nov 2023 12:38:27 GMT

Hi @Angelis90 and @Mart30, sorry that you're not able to get the Wifi controls working.
I've sent you both a Private Message so you can get in touch with the Mod team for help fixing this.

Cheers

John

Re: EE Broadband APP WifI Controls not working

Eddy2760 — Mon, 27 Nov 2023 14:16:41 GMT

Hey John,

I’m under TMC regarding this issue.
They have informed me that there is an issue that they have had to raise with the makers/system designers in relation to this issue we are all facing.

The TMC did say they are trying to work out why only a small portion of customers are being affected by this issue when others seem to have no issues at all.
One did mention there could be some kind of data corruption with some accounts preventing the controls to work eg the app not being able to detect the user broadband account properly thus disabling the functionality for the user.

Hopefully this will be sorted soon but I’m sure the bugs will be sorted at some point 👌.

Soon as I find out anymore I’ll let all know 👌👌

Re: EE Broadband APP WifI Controls not working

piercy87 — Tue, 28 Nov 2023 13:33:34 GMT

Hi i have also got this same issue, for months i could not aceess the app, just a spinning wheel, i spoke to technical and got over this issue, but now i want to update the password for my new wifi i get this message that says we cant load this information. I cannot access this through the browser as it just says i need to go thourgh the app. EE is an absoute shambles atm

Re: EE Broadband APP WifI Controls not working

John-C — Tue, 28 Nov 2023 16:15:39 GMT

Hi @piercy87, sorry that you're having trouble trying to change your password on the app. I've sent you a Private Message so you can get in touch with the Mod team for help with this.

Cheers

John

Re: EE Broadband APP WifI Controls not working

AlexP1108 — Wed, 29 Nov 2023 07:10:31 GMT

My App also doesn’t let me manage anything to do with my broadband. Bit annoying when the reason I stayed with EE is so that I can monitor and change allowances for different devices via the app.

Re: EE Broadband APP WifI Controls not working

John-C — Wed, 29 Nov 2023 10:06:22 GMT

Hi @AlexP1108, sorry you're having trouble changing allowances on the app since you stayed with us.
Have you called in and reported the problem yet? If not and you need help getting the fault logged let us know.

Cheers

John

Re: EE Broadband APP WifI Controls not working

SMiller100 — Wed, 06 Dec 2023 16:15:41 GMT

I have just 'upgraded' (apparently) from BT to the new EE smart WiFi. Had perfect control previously via the BT app. Now my smart wifi is connected but I have NO CONTROL of it. The EE app tells me I don't have permission to access the controls and manage it, and doing a wifi search won't connect it. In my wifi networks I also have "EE WIFI" but no login details. The customer service assistant was poor and told me to look online as it was easier than explaining but there are no adequate instructions for this useless bit of equipment. So disappointed at how unprofessional EE have been and the fact I can no longer control what devices have access to my own WiFi. So much for an upgrade, I had more access 5 years ago through Sky, this has gone backwards. I was sold the contract on the basis that it was better wifi and there was full control of it. Does anyone have any ideas how to actually get it to work, as clearly EE do not.

Re: EE Broadband APP WifI Controls not working

Neil-O — Wed, 06 Dec 2023 18:24:44 GMT

Hi @SMiller100 I'm sorry that you're having trouble with the wifi controls, please can you reboot your Hub and wait 24 hours. Reply back and let me know if that works.

Thanks

Neil

Re: EE Broadband APP WifI Controls not working

johnels791 — Thu, 07 Dec 2023 16:36:05 GMT

@John-C , Hi, can you include me too please, as im having the same issues. Thank s

Re: EE Broadband APP WifI Controls not working

Paddy-B — Thu, 07 Dec 2023 20:30:21 GMT

Hi @johnels791,

Thank you for posting. I'm sorry you're having problems with the Wifi controls. Have you tried rebooting the hub as suggested by @Neil-O in the previous post? If you haven't tried that please give it a go and let me know how you get on.

Thanks

Paddy

Re: EE Broadband APP WifI Controls not working

johnels791 — Thu, 07 Dec 2023 20:44:24 GMT

Hi @Paddy-B

Yes, I have certainly tried all the usuals, hub reboot, app delete and reinstall to no avail. Im exploring the possibility that they account is not setup correctly or its a BT/EE glitch with the New EE service.

The EE Diagnostics Bot on 66033 can’t match my details to an account, the hub manager broadband performance test brings up a page to register for a EE ID, so baffled as to whats causing the issue?

John Els

Re: EE Broadband APP WifI Controls not working

SMiller100 — Fri, 08 Dec 2023 08:13:21 GMT

Hi. I have tried that and it still does not work. But in the meantime EE have kindly sent me first bill 😡

Re: EE Broadband APP WifI Controls not working

piercy87 — Fri, 08 Dec 2023 09:50:33 GMT

I am also having the same issue. Transferred over from bt, cannot access WiFi controls. App not working, no way to access WiFi controls via the hubs admin. Forced to use an app that isn’t working. Completely frustrating EE has no idea what the issue is. They’ve admitted to me it’s a bug in the app with it being so new. But they don’t know what the bug or cause is. All they say is they’ll keep me updated. Absolutely bonkers service from EE. rushing out new tec without testing and causing loads of issues.

Re: EE Broadband APP WifI Controls not working

Rutter1 — Sat, 09 Dec 2023 16:56:06 GMT

Hi, I'm having exactly the same problem, I've rebooted the router and reinstalled the app, and the tech guys from EE didn't have a clue..its really frustrating as that was one of the reasons I chose to join EE ..

Re: EE Broadband APP WifI Controls not working

Robbie-Mac — Sun, 10 Dec 2023 10:58:59 GMT

Hi @johnels791 @SMiller100 @Rutter1

I am sorry for the problems you guys are having with EE Wi-fi controls. I have sent each of you a private message with guidance on how you can get through to us and we'll give you a hand from here.

Thanks,

Robbie

Re: EE Broadband APP WifI Controls not working

johnels791 — Sun, 10 Dec 2023 11:24:33 GMT

@Robbie-Mac , Thank you, I have replied.

John

Re: EE Broadband APP WifI Controls not working

Daz3131 — Sun, 10 Dec 2023 12:00:38 GMT

I am also having this problem I only changed so I can control my Internet easier with the children but I can't even do that