topic Re: New EE app wifi controls not working in Broadband & Landline

New EE app wifi controls not working

niclawson — Tue, 09 Jan 2024 13:33:55 GMT

So looks like I am one of the customers who cannot access the wifi controls on the EE app for the new broadband service. Can see loads of people are having the same issue. I have tried deleting and reinstalling the app and rebooting the router but like everyone else this doesn’t work. Has there been a work around done for this yet?

Re: New EE app wifi controls not working

Daniel-S — Tue, 09 Jan 2024 20:58:24 GMT

Hi @niclawson,

Thanks for reaching out to us.

I am sorry that it's not working for you. I'm going to send you a private message so that you can reach our team here at EE.

Thank you

DanielS

Re: New EE app wifi controls not working

Leon380 — Thu, 11 Jan 2024 20:14:54 GMT

Did they manage to sort yours? I’m waiting for a call back and wonder if anyone is getting the issue fixed.

Re: New EE app wifi controls not working

Alan1209 — Mon, 15 Jan 2024 22:28:40 GMT

Hi I am having the same problems and have phoned ee about 30 times and just keep getting the run around. Have they fix the problem for you. They should delete the ee app and use the BT app you can do everything on the BT app.

Thanks Alan1209

Re: New EE app wifi controls not working

XRaySpeX — Tue, 16 Jan 2024 00:12:17 GMT

They should delete the EE app or this part of it and use the router itself to config itself!

Re: New EE app wifi controls not working

niclawson — Tue, 16 Jan 2024 09:38:53 GMT

Not heard anything yet, waiting for response from EE after responding to a PM they sent me. So nothing yet

Re: New EE app wifi controls not working

Robbie-Mac — Tue, 16 Jan 2024 10:10:01 GMT

Hi @niclawson and welcome back.

Sorry for the time it's taking to get to you. We will pick up your case as soon as we possibly can and we'll be in touch then too.

Thanks,

Robbie

Re: New EE app wifi controls not working

Alan1209 — Tue, 16 Jan 2024 10:27:17 GMT

Thanks for letting me know. I have researched this and there are ten's of thousands with the same problem. Mr Keven Bacon you should be ashamed of yourself advertising something that doesn't work. EE delete the EE app and use the BT app you are one company so why have 2 apps when the EE app is only sometimes fit for seeing how much we owe you and nothing else.

Re: New EE app wifi controls not working

Alan1209 — Tue, 16 Jan 2024 10:33:03 GMT

I am also havingthe sameproblems. I have researched this and there are ten's of thousands with the same problem. Mr Keven Bacon you should be ashamed of yourself advertising something that doesn't work. EE delete the EE app and use the BT app you are one company so why have 2 apps when the EE app is only sometimes fit for seeing how much we owe you and nothing else.

Re: New EE app wifi controls not working

Ryan01 — Wed, 07 Feb 2024 18:02:20 GMT

Hi, I’m having the same issue also, I did get somewhere with it, if you ask the broadband tech team if they could send it off to a team called TMC they will look further into it for you like they have for myself.

i hope this helps you make some progress on the issue.

Re: New EE app wifi controls not working

Leon380 — Wed, 07 Feb 2024 18:14:36 GMT

Did they manage to fix yours?

Re: New EE app wifi controls not working

Ryan01 — Wed, 07 Feb 2024 18:22:34 GMT

Still under investigation at this moment of time, I was told it could be corrupted files in the background between the new EE broadband accounts and legacy mobile accounts.

There isn’t any end date as of this time unfortunately.

but I’ll try to post a update when I get one, but make sure you have it submitted to TMC the more reports they get the better.

Re: New EE app wifi controls not working

niclawson — Wed, 07 Feb 2024 19:49:49 GMT

Yer been picked up by tech team so waiting on a fix.

Re: New EE app wifi controls not working

Leon380 — Wed, 07 Feb 2024 21:13:24 GMT

Mine has been with TMC for 5 weeks. They can’t seem to find what the problem is. Lots of people affected.

Re: New EE app wifi controls not working

Ryan01 — Thu, 08 Feb 2024 03:55:12 GMT

Right ok, they will find fix soon enough, it’s just some faults can be very complicated and can feel like it’s taking forever for it to get fixed

Re: New EE app wifi controls not working

Bowkes — Thu, 08 Feb 2024 10:00:15 GMT

Apparently my issue is unique across the whole country and still isn't resolved after 3 months, my case has now been escalated to the data integrity team. Its a pretty poor show that they released new products where legacy EE customers of many years (in my case) where the account just doesn't work properly.

Re: New EE app wifi controls not working

XRaySpeX — Thu, 08 Feb 2024 10:40:07 GMT

@Bowkes : What is your unique issue?

Re: New EE app wifi controls not working

Craig1987 — Fri, 09 Feb 2024 21:39:30 GMT

Haven't spoken to EE yet but had full fibre installed yesterday and haven't been able to get WiFi controls working, tried the obvious stuff like reinstalling the app and because I've found threads like this when I do speak to EE I'll be able to point out I know I'm far from the only legacy customer having this issue.

Always been happy with EE but it is annoying they've seemingly known about this for months and wouldn't warn existing customers of the possibility of a problem.

Re: New EE app wifi controls not working

XRaySpeX — Fri, 09 Feb 2024 21:54:30 GMT

@Craig1987 : Don't work for me either, on legacy Fibre Plus. WiFi Controls are only intended for New EE BB. Obviously they should not be displayed to legacy users but that's the least of EE's worries with the EE app.

Re: New EE app wifi controls not working

Barrnk — Sat, 02 Mar 2024 23:48:13 GMT

Did you manage to get this sorted? I've been with BT for years , loved the app as it gave me control of the wifi and reduced the risk to my special needs son...however i got hoodwinked by ee to getting a new hub ..and now can't control the wifi , add parental controls etc.. Ee don't seem to want to know and I'm desperate to get this sorted...just wondered if you did ? And if so how.