topic Re: EE app not working to manage Smart Hub Plus in Broadband & Landline

EE app not working to manage Smart Hub Plus

garywood84 — Fri, 08 Dec 2023 20:59:48 GMT

I've hit yet another snag since moving over from BT to EE: when I open the app and go to manage my broadband, and select WiFi, it says I can't manage the settings because I'm not connected to my home WiFi. But I am: the router shows the phone as connected and active and I can access the internet.

Anyone else had this and did you find a fix?

Re: EE app not working to manage Smart Hub Plus

wgwright — Fri, 08 Dec 2023 22:22:45 GMT

Have you tried doing a reset on your router and also uninstalling and reinstalling the App?

Re: EE app not working to manage Smart Hub Plus

garywood84 — Fri, 08 Dec 2023 23:25:56 GMT

Yes, I've reset the router and the app but it still doesn't work - the app says I'm not on my WiFi when I am...

Re: EE app not working to manage Smart Hub Plus

RCR4 — Sat, 09 Dec 2023 09:00:45 GMT

Also moved from BT to EE recently and have the exact same problem and no fix either. Happened after latest app update, tried restarting router and re-installed app, same result on both android phone and iPad.

Re: EE app not working to manage Smart Hub Plus

garywood84 — Sat, 09 Dec 2023 09:23:31 GMT

Sorry to hear you've got the same issue, @RCR4.

I'm really fed up with EE. I moved over from a BT service that worked perfectly and exactly met my needs, on the promise that the only difference would be that I'd have WiFi 6. I do have faster WiFi, but the trade off has been:

I can no longer pay by recurring credit card payment, despite being told I could during the sales call
The app doesn't work to me me manage the network, and was slow and flakey even when it did work
The new Smart Hub Plus doesn't have DDNS functionality (it did when it arrived, but it wouldn't save the password and so failed to work, and in the firmware update that happened over the first night if was powered up, the whole function was removed)
I was told my BT Advanced Digital Phones with Alexa would work with the new hub. In fact the Alexa function doesn't work, and I'm getting mixed information from EE about this - customer support is saying they are investigating and don't yet have a resolution, whilst the EE team on Twitter says the phones are incompatible.

Overall, I'm wishing that I hadn't made the move from BT. The new EE service just isn't ready for prime time, and those of us who have moved over to it are effectively being used as paying beta testers. Even the EE teams are saying that it's all so new they're not sure about things.

Re: EE app not working to manage Smart Hub Plus

RCR4 — Sat, 09 Dec 2023 12:22:46 GMT

That’s some trade off list @garywood84, hope they get resolved.

WiFi is great just been issues with EE App.

At first passed around various help desks as wouldn’t let me view or link broadband account to app, then had given up accessing Wi-Fi controls until suddenly started working a week ago…. other than speed test.

Let’s hope this latest issue fixed soon.

Re: EE app not working to manage Smart Hub Plus

Robbie-Mac — Mon, 11 Dec 2023 11:44:49 GMT

Hi @garywood84

Thank you for your posts.

I am sorry for all the problems you've experienced since moving your services over to us. I'd like the opportunity to go through each of these to draw a line under this once and for all. In order for me to investigate, I'll need some account details from you. I also see you have mentioned you're in touch with our executive customer resolutions team. I can update them on the other issues you've reported too.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: EE app not working to manage Smart Hub Plus

garywood84 — Mon, 11 Dec 2023 23:29:08 GMT

Hi @Robbie-Mac,

Thanks for this, mate. I'll reply to your private message now with the details, and look forward to hearing from you.

Appreciate your help.

Re: EE app not working to manage Smart Hub Plus

AndyMunro91 — Wed, 13 Dec 2023 19:14:29 GMT

I have the exact same issue, hopefully gets resolved quickly. I am another customer who was with BT for 7 years then transitioning over to EE has been a headache to say the least.

Re: EE app not working to manage Smart Hub Plus

Karen1902 — Thu, 14 Dec 2023 21:20:01 GMT

Hi Robbie-Mac.
I am having the exact same problem with the App. I was an existing EE customer but came to the end of my broadband contract so had to change to the new hub and I can’t access the manage controls at all.
Please can you give me some assistance with this.

Re: EE app not working to manage Smart Hub Plus

Karen1902 — Fri, 15 Dec 2023 08:58:51 GMT

I am unable to access the manage function and WiFi controls in the EE app for my broadband. There are two different error warnings one saying it’s EEs fault and the other saying I’m not allowed to access?!

Any help would be appreciated. I’ve had nothing but problems with my new hub since it arrived in November!

Re: EE app not working to manage Smart Hub Plus

Paddy-B — Fri, 15 Dec 2023 13:44:40 GMT

Hi @AndyMunro91 and @Karen1902,

Thank you for posting. I'm sorry if you aren't able to use the EE app to manage your Smart Hub plus. If you send me the details, I'll be able to get this investigated.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: EE app not working to manage Smart Hub Plus

XRaySpeX — Fri, 15 Dec 2023 14:44:46 GMT

@Karen1902 : Nor are they working for many other BB users. Just search this BB forum.

Re: EE app not working to manage Smart Hub Plus

Neil-O — Fri, 15 Dec 2023 14:54:21 GMT

Hi @Karen1902 I'm sorry you're having problems with the MyEE app, I'll send you a private message so you can send us your details and we'll get it looked into.

Thanks

Neil

Re: EE app not working to manage Smart Hub Plus

AKABarnesey — Wed, 20 Dec 2023 07:12:25 GMT

Hi Neil,

For the benefit of those struggling with this problem who are searching for a resolution, are these common issues? What can the wider community do to resolve without the need to post and contact EE?

I've had nothing but problems (including they majority of the above) since moving from BT two weeks ago. I'm also unable to even link my broadband account with my existing EE mobile account. The usability of the app and the overall app experience is poor and incredibly frustrating.

Thanks in advance.

Re: EE app not working to manage Smart Hub Plus

Stuart-H — Wed, 20 Dec 2023 09:29:45 GMT

Hi @AKABarnesey

Thanks for posting, we're aware of a few issues as highlighted on this thread at the moment we're investigating them on an individual basis which will allow us to highlight and feedback on anything that's going wrong.

I've dropped you a private message so you can get in touch we should be able to help link your Broadband and mobile account but just a heads up, we're really busy at present so it's taking longer than usual to reply but once you submit the details we'll get to you in turn.

Thanks

Stuart

Re: EE app not working to manage Smart Hub Plus

Finfanero — Sat, 23 Dec 2023 20:13:50 GMT

Re: EE app not working to manage Smart Hub Plus

garywood84 — Sat, 23 Dec 2023 20:23:56 GMT

@Finfanero I agree, the whole experience is frustrating, and falls far short of what we ought to expect from BT/EE. On the issue of linking your accounts: the self-service function on the website to allow linking of accounts consistently failed for me, too. However, I did manage to get them linked by calling 150 from my mobile. It took about 72 hours from the initial request to the accounts linking together, but at least that was one problem solved!

Re: EE app not working to manage Smart Hub Plus

Luttman — Wed, 27 Dec 2023 14:21:28 GMT

Having exactly the same issue.

unable to access my router through the EE app since changing to the smart plus router, can’t add my disc also and unable to use apple play on my TV since swapping over

Re: EE app not working to manage Smart Hub Plus

David-M — Wed, 27 Dec 2023 16:29:33 GMT

Hi @Luttman and thanks for posting.

Sorry you're also having problems with the wifi controls. I'll get this looked into for you. Check your inbox for my message and drop me over the details.

Cheers

David