topic Re: WiFi Controls not working or not working correctly in Broadband & Landline

WiFi Controls not working or not working correctly

5076 — Sun, 17 Dec 2023 07:12:39 GMT

Can someone please help, WiFi controls either don't show on app or they don't work.

WiFi enhancer does not load .

Setting groups or controls does not work, registered devices do not show.

Can't test speed.

Re: WiFi Controls not working or not working correctly

David-M — Sun, 17 Dec 2023 13:38:26 GMT

Hi @5076 and thanks for the post.

Sorry you're having problems with the WiFi controls. I can help. Please check your inbox for my message and drop me over the details.

Cheers

David

Re: WiFi Controls not working or not working correctly

garywood84 — Sun, 17 Dec 2023 14:29:51 GMT

The app is a mess at the moment. So many users are having issues. I've said it before in other posts, but I think we are all paying to be beta testers on the "new" EE products at the moment.

Re: WiFi Controls not working or not working correctly

XRaySpeX — Sun, 17 Dec 2023 15:21:38 GMT

@5076 wrote:

Can't test speed.

Try a speedtest 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.

Re: WiFi Controls not working or not working correctly

Jph82 — Mon, 18 Dec 2023 21:32:18 GMT

Exact same situation. Really starting to 'P' me off. Considering cancelling and goin back to BT tbh. We've been sold an inadequate service.

Re: WiFi Controls not working or not working correctly

Jph82 — Mon, 18 Dec 2023 21:38:01 GMT

Really starting to loose faith in EE. Wifi working, but can't control my WiFi as I'm 'not connected to WiFi network ' ????? Even though I'm ON IT NOW 🤬 ???? Tried speaking to EE support teams. Several for that matter. Complete waste of time. Reps just pass the case along to ' Technical team member ' . Seriously considering closing the account and goin back to BT. We've been sold an inadequate service. I'm not alone in this either by the looks. SHOCKING.

Re: WiFi Controls not working or not working correctly

Jph82 — Mon, 18 Dec 2023 21:41:01 GMT

You're not alone. Absolute shambles since I switched from BT. Considering cancelling and goin back to BT. Their app was faultless.

Re: WiFi Controls not working or not working correctly

qucharsky — Tue, 19 Dec 2023 01:08:16 GMT

Did anyone get this sorted 😔 I have tried everything I can think of. I’ve managed to connect the smart WiFi devices but like most of you I’m getting the message saying I’m not on my home network 😡

Re: WiFi Controls not working or not working correctly

qucharsky — Tue, 19 Dec 2023 01:17:04 GMT

Hi,

I have the same issue - can I get some help please?

Adrian

Re: WiFi Controls not working or not working correctly

garywood84 — Tue, 19 Dec 2023 08:49:32 GMT

The only 'solution' I've found so far is not to use the app, but to manage the system using the router's management portal, accessed by entering it's IP address into a browser.

Re: WiFi Controls not working or not working correctly

qucharsky — Tue, 19 Dec 2023 11:51:09 GMT

Yeah that’s what I’m doing at the moment but despite my smart WiFi devices being connected it doesn’t even show those. So there’s effectively zero way of managing your devices. What a shambles at least the speed is good 😂

Re: WiFi Controls not working or not working correctly

garywood84 — Tue, 19 Dec 2023 12:02:48 GMT

@qucharsky Hmm, that's interesting. Are you looking in the Advanced settings? That's where I can see Smart WiFi devices.

Re: WiFi Controls not working or not working correctly

Robbie-Mac — Tue, 19 Dec 2023 12:58:55 GMT

Hi @5076

Thanks for your post and welcome back!

I am sorry for the problems you're having using the app to manage your broadband. We can pick up and give you a hand from here. 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.

Thanks,

Robbie

Re: WiFi Controls not working or not working correctly

qucharsky — Tue, 19 Dec 2023 13:38:56 GMT

Yeah I do but they are not showing under extenders. I think they are showing as a WiFi device as there is 3 devices called WLAN which can’t be anything else but not sure.

Re: WiFi Controls not working or not working correctly

5076 — Mon, 25 Dec 2023 08:14:53 GMT

All sorted after speaking to tech team, hub needed to be reset and uninstalled app. This was achieved with a BT/EE guide on the phone. You need to speak to tech team who will guide you through the steps while they do the magic in the background. Took a few days to sort very busy and helpful team.

Thank you.

Re: WiFi Controls not working or not working correctly

garywood84 — Mon, 25 Dec 2023 11:55:55 GMT

Thanks for sharing @5076, and happy Christmas!

It's good to know that EE has been able to get you up and running, although the solution of resetting the router isn't really a good one. I've done a lot of configurations in mine (e.g. changine the IP ranges, reserving IPs, setting up port forwarding), so resetting it is a pain. It would be worth it, if I knew it was a permanent fix, but I'm not convinced it will be, unless EE gets to the bottom of why it happened in the first place. The problem is so widespread, and often affects people for whom the system was initially working perfectly, that I'll be interested to see if your resolution remains permanent, or if it goes faulty again.

Fingers cross for you, of course, that it is fully resolved...

Re: WiFi Controls not working or not working correctly

Raven75 — Wed, 03 Jan 2024 13:47:30 GMT

I have the same issue. EE has now referred me to to TMC or something like that. It does seem like a lot of people are having a problem with the app.
I can not access the WiFi controls. It says I am not allowed to access!

this happened after I set up my daughter phone to medium security and now she can’t use WhatsApp.

The chap from EE have actually told me that they think the app was released prematurely before it’s ready.
I tried to access the router but it looked too complex so I made no changes as I did not want to mess it up anymore l.
I do think there is one fix that fits all.

Re: WiFi Controls not working or not working correctly

Edwineddy23 — Thu, 25 Jan 2024 05:53:42 GMT

Re: WiFi Controls not working or not working correctly

qucharsky — Mon, 29 Jan 2024 14:10:59 GMT

Updated app released today for iOS but didn’t help with the problem 🤦‍♂️

Re: WiFi Controls not working or not working correctly

Raven75 — Sat, 03 Feb 2024 03:43:27 GMT

Tech team already on my case for a month but nothing is working. They acknowledged that there are problems in the app but they can’t fix them. I am surprised they still advertise this home plus hub heavily when it’s not really working for so many people.