topic Re: Useless App where Wi-Fi control does not work in Broadband & Landline

Useless App where Wi-Fi control does not work

garthjs — Thu, 04 Jan 2024 21:35:25 GMT

I was lured to move to EE with the promise of a fabulous app that allows you to control access. I moved from BT where this was done on the router as it would give me better controls for managing my children’s access. Since moving they have had a free for all as nothing works to control access. Managing it from the router is blocked and the app doesn’t work. I have had countless calls with EE and it’s always going to be escalated. Reality is, it seems I’m not the only one having this issue. My broadband and 5 mobile contracts are with EE, and right now I feel like moving to a company who can just be honest rather than trying to fob me off all the time

Re: Useless App where Wi-Fi control does not work

garywood84 — Thu, 04 Jan 2024 22:06:50 GMT

@garthjs I sympathise mate, because I'm having a whole catalogue of problems since moving from BT to EE (see here). I think I'm going to move back. BT might only offer WiFi 5, rather than WiFi 6, but at least it works!

Re: Useless App where Wi-Fi control does not work

Robbie-Mac — Fri, 05 Jan 2024 14:42:21 GMT

Hi @garthjs

Welcome to the EE Community and thank you for your post!

I am sorry for the problems you're having managing your Wi-fi controls. We'll be able to pick up and help from here. I'll send you a message privately in a moment. Please respond to that with the info I've asked for and we'll get back to you.

Thanks,

Robbie

Re: Useless App where Wi-Fi control does not work

garywood84 — Fri, 05 Jan 2024 14:44:25 GMT

@Robbie-Mac Is there actually a resolution to be had here? My case is still with BT/EE Executive Complaints, and my contact there keeps me updated by telling me that he's still waiting for an update from the technical team. I'm seeing you posting quite a lot saying you're sending DMs to people, but still a lot of people saying the have issues. If there's a solution you know of, please could you share it with us in this forum?

Re: Useless App where Wi-Fi control does not work

garthjs — Wed, 10 Jan 2024 13:33:15 GMT

All this has achieved was being passed onto the technical team, who can't solve the issue. There are only so many times i can reset the router, delete the app, and expect it to magically start working.

EE are not able to actully tell me what they are doing to fix the issue of selling me something and me not recieving whats been sold.

Re: Useless App where Wi-Fi control does not work

gp20231 — Wed, 10 Jan 2024 22:16:55 GMT

I also have the same issue.app not working. No control over kids devices. Several calls to ee have got me nowhere

Re: Useless App where Wi-Fi control does not work

garthjs — Thu, 11 Jan 2024 10:52:08 GMT

I was told people are back from holiday so we should have a fix soon. Should have been right from the start.

Re: Useless App where Wi-Fi control does not work

garywood84 — Thu, 11 Jan 2024 17:20:00 GMT

@garthjs Thanks for sharing this. If what they have told you is true, therein lies the problem: EE is too big to be allowing a single point of failure in its app development, by having a team of developers who can all go on leave at once!

Re: Useless App where Wi-Fi control does not work

garthjs — Fri, 02 Feb 2024 06:32:49 GMT

EE closed the complaint and nothing is fixed. Useless

Re: Useless App where Wi-Fi control does not work

Daniel-S — Fri, 02 Feb 2024 13:48:25 GMT

Hi @garthjs,

I am so sorry that this is still open. TMC had this in hand and were meant to get this fixed for you.

Your complaint is still open but I couldn't see any other follow up from TMC so I've raised a ticket to them again. They should look at this over the next few days and contact you.

Thank you

Daniel-S

Re: Useless App where Wi-Fi control does not work

garthjs — Fri, 02 Feb 2024 19:21:57 GMT

No it’s not open, honestly so poor

Re: Useless App where Wi-Fi control does not work

asteaman — Wed, 07 Feb 2024 09:01:02 GMT

I'm having same issues no wifi controls since Nov 23.

Been passed from pillow to post.Raised complaints,Complaints being closed,they stated it was a duplicate.Community support tried to help but unable,now passed onto another department,whom seen to lack the same enthusiasm to keep customer up to date.Ive even wrote to CEO of ee,so far no response.Im of the impression they can't resolve the issue I have brought to there attention as I've now received a deadlock letter.

Re: Useless App where Wi-Fi control does not work

garthjs — Wed, 07 Feb 2024 09:30:09 GMT

What’s a deadlock letter?

Sent from Yahoo Mail for iPhone

Re: Useless App where Wi-Fi control does not work

asteaman — Wed, 07 Feb 2024 10:26:39 GMT

a 'deadlock' letter when there's nothing more that be done to solve your complaint, within eight weeks.The company will give you advise in the form of a letter.Which basically states

If your not happy with there service you can take the letter to the ombudsman service to see if they can help resolve a dispute.

Re: Useless App where Wi-Fi control does not work

turbotapeworm — Wed, 07 Feb 2024 11:36:18 GMT

My move from BT to EE hasn't been the best so far but they didn't bother to send me out one of the new EE routers, the switch happened with me still having the old BT Smart Hub 2 in place because I had no choice and now EE have sent me another BT Smart Hub 2 out in the post to replace it.

I can't work out if this is another **bleep**-up in the process to move from BT to EE or if they've decided to give people BT kit now in light of the kind of issues being reported here.

Either way it's a mess.

Re: Useless App where Wi-Fi control does not work

garthjs — Sat, 10 Feb 2024 21:56:28 GMT

So EE are required to give compensation when the service stops working and can’t be fixed.

“Their service has stopped working and it is not fully fixed after two full working days.”

the service has not worked from day 1. I now have the executive complaints team connecting with me. Reality is there’s not much they can do if it’s broken to start with