topic Re: EE APP CRASHES EE BROADBAND in Broadband & Landline

EE APP CRASHES EE BROADBAND

Wombat1803 — Fri, 08 Mar 2024 04:05:02 GMT

Every time I go into Wi-Fi controls on the EE app, it makes my fibre broadband crash and reboot if I don’t use the app, the broadband stays on, using iPhone 15 pro max running iOS 17.4

Re: EE APP CRASHES EE BROADBAND

bobpullen — Sat, 09 Mar 2024 12:50:34 GMT

What are the exact steps you're taking to trigger this? i.e. what are you clicking on in the app, and when do things go awry?

Does it happen 100% of the time?

What are the symtpoms of the crash reboot? e.g. what do the LEDs on the hub do and does the situation recover if left alone?

Re: EE APP CRASHES EE BROADBAND

Wombat1803 — Sat, 09 Mar 2024 13:38:19 GMT

It happens when going into manage my broadband when you can see all of your hubs and particularly if you do a speed test the Internet just crashes and everything reboots and comes back on on its own within a few minutes if you’re not using the app to do those things Everything runs fine LEDs do their usual flashing Amber and then back to Aqua and it happens every time at the moment for the past few days

Re: EE APP CRASHES EE BROADBAND

Wombat1803 — Sat, 09 Mar 2024 13:40:16 GMT

When I run a speed test as well my speed has dropped from about 60 Mb per second down to 50

Re: EE APP CRASHES EE BROADBAND

Wombat1803 — Sat, 09 Mar 2024 13:54:42 GMT

Forgot to say when going into Wi-Fi controls is where it happens

Re: EE APP CRASHES EE BROADBAND

Wombat1803 — Sat, 09 Mar 2024 14:15:42 GMT

Just tried it again it is when I click on smart hub plus you can go in and see what devices are connected that is when the crash happens

Re: EE APP CRASHES EE BROADBAND

PaulC1878 — Sat, 09 Mar 2024 18:00:47 GMT

This happens to me. Every time I go to manage internet of undertake a speed test the internet crashes

Re: EE APP CRASHES EE BROADBAND

RR2000 — Sat, 09 Mar 2024 19:14:47 GMT

Interesting, I have the same issue - I just want to see uptime on Wi-Fi controls within app and the line cuts off shortly after

my line has a fault apparently, and I get broadband drop outs randomly as well without touching the app, but would be interesting to unlink the router to the app to see if this helps with the dropouts. Bit silly but EE seem to be messing up a lot recently so wouldn’t surprise me if some scenarios keeping the router linked to the app makes reliability worse

Re: EE APP CRASHES EE BROADBAND

Wombat1803 — Sat, 09 Mar 2024 19:39:03 GMT

Well at least I know I’m not the only one maybe a software fault hopefully it will get rectified. I hope that doesn’t take too long.

Re: EE APP CRASHES EE BROADBAND

PaulC1878 — Sun, 10 Mar 2024 11:13:02 GMT

Update from me. Called EE and external fault detected externally so engineer visit arranged. Very helpful on phone and let’s hope situation corrected when engineer does what is required

Re: EE APP CRASHES EE BROADBAND

Bravius — Sun, 10 Mar 2024 22:14:49 GMT

I'm getting the same issue here. Let me know how the engineer visit goes and if it fixes it. It seams to be a issue with the hub though not the actual line in itself.

Re: EE APP CRASHES EE BROADBAND

Wombat1803 — Sun, 10 Mar 2024 22:21:35 GMT

After a full factory reset of smart hub plus by an ee agent the app is no longer crashing the connection but my speed is still low so engineer coming out on Wednesday

Re: EE APP CRASHES EE BROADBAND

TuckerUK — Mon, 11 Mar 2024 17:23:56 GMT

+1 this is happening to me also. After the EE app update 6 days ago version “5.32.0” I was in contact with the TMC team last week. A new Smart Hub Plus has arrived Saturday waiting for the TMC team to phone me tomorrow morning at 10am to set it up. I also have a iPhone 15 Pro Max that was running the previous iOS update before 17.4 before updating this morning. The crashes happened on both versions. I’ll update what happens tomorrow morning if the new Hub solves the issues.

Re: EE APP CRASHES EE BROADBAND

nelix01 — Tue, 12 Mar 2024 21:08:18 GMT

Guys, I have been seeing the same issue since the last update to the App. I was able to replicate it a couple times but have not tried again as we get our TV via streaming services only.

I do not believe that this is related to line faults.

Re: EE APP CRASHES EE BROADBAND

TuckerUK — Tue, 12 Mar 2024 21:33:25 GMT

Update from today’s TMC scheduled callback. New router up and running same issues with the EE app rebooting the connection every single time without fail. Plus I’m still getting errors and I’m not connected to the WiFi that’s been ongoing since October when I joined. We tried everything when on the call to no avail. I have it now on my account with the TMC team in writing that I’m now free to leave free of charge to a new ISP. I’m currently under them and have a callback in a week’s time to update them on what I’ve decided. But I made it perfectly clear on the call I would be looking for a new ISP asap. As the gentleman I spoke to couldn’t give me a timeframe when the EE app would be fixed 100%. I said I wasn’t prepared to potentially wait 1/3/6 months for this to get fixed completely. After having so many issues with the app since I joined last October. So I signed up to Zzoomm today 1gig connection, it being installed on Thursday 14th 2 days time. It’s a shame it’s come to this as the physical connection coming into the house is completely fine. But I’ve had enough of the problems with the new EE app and made that perfectly clear to them on the phone.

Re: EE APP CRASHES EE BROADBAND

PaulC1878 — Wed, 13 Mar 2024 14:16:15 GMT

Engineer didn’t turn up! Further investigation ongoing and awaiting further call at weekend. I also advised that this was a topic on this forum. Will update date when further information available

Re: EE APP CRASHES EE BROADBAND

Robbie-Mac — Mon, 18 Mar 2024 12:27:11 GMT

Hi @Wombat1803 @Bravius @TuckerUK @nelix01 @PaulC1878

Thanks for all your posts.

I am sorry for the problems you guys are having when using the MyEE app. I have sent each of you a private message so that you can get in touch with us directly and we'll look into this for you.

Thanks,

Robbie

Re: EE APP CRASHES EE BROADBAND

PaulC1878 — Mon, 18 Mar 2024 13:19:39 GMT

Hi, I have responded directly with the details requested

Re: EE APP CRASHES EE BROADBAND

nelix01 — Mon, 18 Mar 2024 13:45:41 GMT

Hi Robbie, I have replied to your DM.

Re: EE APP CRASHES EE BROADBAND

PaulC1878 — Tue, 19 Mar 2024 11:29:09 GMT

I have received a call from customer services in Cardiff and been advised this is an app issue rather than an equipment / connection problem. They are aware of the problem and an app update is needed however no eta available. My service is stable apart from when using the app for speed tests or managing devices when the hub re boots. I will await the app fix however slightly frustrating that at the moment unable to manage devices. I would suggest that if you have this issue that you report as I would expect this will initiate a speedier fix