topic Re: EE App in Broadband & Landline

EE App

UkzVortex — Fri, 08 Dec 2023 09:45:27 GMT

can't turn on game mode or see my hub in the app

Re: EE App

Paddy-B — Fri, 08 Dec 2023 13:24:41 GMT

Thank you for posting. I'm sorry you haven't been able to turn on Game Mode. When was your EE service installed and are all your orders showing as complete?

Thanks,

Paddy

Re: EE App

UkzVortex — Fri, 08 Dec 2023 13:41:48 GMT

05-12-23 Yes all orders have been done part it asks me to return the Free Essential Digital Home Phone when I don't after sending it back

Re: EE App

David-M — Fri, 08 Dec 2023 20:41:36 GMT

Thanks for confirming that @UkzVortex

I'll be happy to take a look at this for you. I've sent you a private message so drop me a reply and we'll take it from there.

Cheers

David

Re: EE App

UkzVortex — Sun, 10 Dec 2023 21:29:54 GMT

I joined 5 days ago to new EE from Bt, My package includes WiFi Enhancer, Smart WiFi Plus and Smart Hub Plus and can't see Hub or Smart wifi Plus in-app and cant turn the WiFi Enhancer on to game mode got told yesterday that issue should be fixed this morning and still seeing the same error and can't get lunch with you as a phone line to busy don't work and you close and remove live chat from website and app

Re: EE App

Didge — Sun, 17 Dec 2023 21:07:10 GMT

I’m having the same problem, I don’t get an option to setup Game Mode. Notice that Call of Duty won’t work from my Xbox when connected to the WiFi extender, if I switch it off and connect to the hub it works but bad ping.

Re: EE App

Didge — Sun, 17 Dec 2023 21:08:35 GMT

Did this get fixed?

Re: EE App

Neil-O — Mon, 18 Dec 2023 09:18:16 GMT

Hi @Didge welcome to the community and thanks for posting. Game mode is a feature that's part of the Wifi Enhancer add-on, do you have that with your plan?

Thanks

Neil

Re: EE App

Didge — Mon, 18 Dec 2023 09:35:42 GMT

Hi Neil,

I was certainly sold the Game Mode as one of the built in benefits when I switched over from BT but there have been a couple of issues with the switch, so I don’t believe it’s been switched on yet.

Also, I can’t play CoD on my Xbox when it’s connected to the WiFi Extender, so I have to switch the Extender off and connect directly to the hub if I want to play, which then results in bad ping on the game (my study is on the opposite side of the house) and interruption to a bunch of other devices (like my security cameras). I assume this is also because the proper extended WiFi services are not enabled?

How can I get these issues remedied?

Re: EE App

Neil-O — Mon, 18 Dec 2023 12:41:07 GMT

Hi @Didge no problem, I wanted to make sure. I'll send you a private message so you can send the community support team your details and we'll get this looked into.

Thanks

Neil

Re: EE App

UkzVortex — Thu, 21 Dec 2023 18:45:30 GMT

I was told on 20th Dec 2023 that I should be able to see my hub in the EE app and turn on game mode but I still get errors the person who is dealing with it tells me if it is still not working to call 150 and they don't want to know any think about It.

Re: EE App

Daniel-S — Fri, 22 Dec 2023 14:02:33 GMT

Hi @UkzVortex,

As you know, you have a dedicated case manager looking after this for you. They should be the only person that you're talking with as they're going to case manage everything. We've reached out to their Manager today to have this looked into for you as I'm aware that they were due to follow up with you on the 27th.

Thank you

Daniel-S

Re: EE App

UkzVortex — Sun, 24 Dec 2023 09:34:28 GMT

they have told me call 150 and 150 don't understand issue