topic Re: Wifi controls not available in EE App. in Broadband & Landline

Wifi controls not available in EE App.

mjn73 — Wed, 13 Mar 2024 12:18:54 GMT

I recently renewed my BT broadband deal and switched to EE. Unfortunately whilst I was perfectly able to utilise Parental Controls in the BT App the EE App just doesn't work, when I select Wifi Controls it simply gives me a message 'We can't load this information'.

At present not capability to control Wifi access, I have raised a complaint but may as well have complained to my dog to be honest. No communication or updates. I did speak to helpdesk but they stated its a known issue that they are looking to fix.

With all of the technical expertise available to BT/EE I'm very surprised that it is not fixed, I can only assume that they are not prioritising doing so. Pretty appalling really, customer service very poor.

Re: Wifi controls not available in EE App.

Tuesday0802 — Thu, 14 Mar 2024 23:15:03 GMT

I'm having same problem got changed to ee from BT and can't access WiFi controls on ee app was told it would be sorted soon but nothing so still have bt hub and can't control devices from any other way not impressed as have kids and can't switch there Internet off or control websites they can veiw 😡

Re: Wifi controls not available in EE App.

Mark813 — Sun, 17 Mar 2024 01:50:45 GMT

im the same my 14 year old is taking full advantage of it all i wanna do is time control there devices

Re: Wifi controls not available in EE App.

qucharsky — Mon, 18 Mar 2024 23:31:07 GMT

Multiple sources were told by agents including me that an official fix is due to be rolled out on 25th let’s hope this works otherwise there will be violence 😹

Re: Wifi controls not available in EE App.

RhyanTara — Sat, 30 Mar 2024 18:43:03 GMT

still no fix then?

Re: Wifi controls not available in EE App.

qucharsky — Sat, 30 Mar 2024 18:46:47 GMT

Nope not for me at least. Seen some posts about people being told 31st now or even April I don’t follow anymore lost all faith in their capability to fix this issue. Apparently there is a firmware update for the hub but that also didn’t come to my hub yet.

Re: Wifi controls not available in EE App.

RhyanTara — Sat, 30 Mar 2024 18:50:52 GMT

Our hub is brand new. Arrived two days ago...

Re: Wifi controls not available in EE App.

qucharsky — Sat, 30 Mar 2024 19:18:41 GMT

It’s really difficult to follow all the posts from different people but literally just read someone was told a fix is due on 2nd of April - I don’t know if that’s for this person only or everyone but that’s the best info I could find. The Hub might be new but it might be updated overnight with new firmware although this should not change anything regarding the app issue.

Re: Wifi controls not available in EE App.

Mark813 — Sun, 31 Mar 2024 01:16:05 GMT

No still no fix im looking at trying to get out of my contract

Re: Wifi controls not available in EE App.

qucharsky — Sun, 31 Mar 2024 01:31:16 GMT

People had varying levels of success with this but I was allowed to leave penalty free and had this in an email to make sure I have proof of this. Worth making an official complaint and asking for this - I guess it will depend on the advisor/ their manager if they will agree and if they don’t to go to ombudsman but some already did and lost as ombudsman rejected their claim. So it’s a lottery sadly 😞 Good luck anyway!

Re: Wifi controls not available in EE App.

David-M — Sun, 31 Mar 2024 08:45:24 GMT

Hi all and thanks for posting about the Wifi controls issue.

I'm sorry you're all having problems. I can get this raised to the correct team for you. I've sent you all a private message so check your inbox and drop me over the details.

Cheers

David

Re: Wifi controls not available in EE App.

KJCook — Sun, 31 Mar 2024 08:58:25 GMT

David, could you private message me also. Joined EE Jan 2nd and still can’t use the EE app to manage my 1.6 GHz network. It is awful - simply doesn’t work for me.

Re: Wifi controls not available in EE App.

David-M — Sun, 31 Mar 2024 11:59:47 GMT

Sure thing @KJCook

We're hoping or an update by the 02/04. We might not get to you by that time as we're really busy at present but I've dropped you a message just in case.

Cheers

David

Re: Wifi controls not available in EE App.

qucharsky — Sun, 31 Mar 2024 11:31:23 GMT

So this is an official date for everyone not just individual accounts to be fixed? Can we not make an official thread where EE post updates about issues like this in the future that affect a great deal of customers as we really should not have to spend hours on forums looking for others with similar issues if it’s something major like this…

Re: Wifi controls not available in EE App.

David-M — Sun, 31 Mar 2024 12:00:40 GMT

Sorry for any confusion there @qucharsky . My mistake. I've corrected my post.

Cheers

David

Re: Wifi controls not available in EE App.

qucharsky — Tue, 02 Apr 2024 07:40:44 GMT

Here we are 2nd of April - wondering what time this fix should ‘kick in’ but I will assume that it is another failure…

Re: Wifi controls not available in EE App.

Mark813 — Tue, 02 Apr 2024 14:19:58 GMT

It’s unbelievable we should be able to control what our children are doing
on the internet

Re: Wifi controls not available in EE App.

KJCook — Tue, 02 Apr 2024 15:20:49 GMT

David-M , no sign of a fix for me. Can you give any update please??

Have to say that this is shockingly bad service from one of the UK’s top tech companies.

Re: Wifi controls not available in EE App.

XRaySpeX — Tue, 02 Apr 2024 16:07:20 GMT

The last update on the Google Playstore of the EE app is dated 15/03/24.

Re: Wifi controls not available in EE App.

SharonShankland — Wed, 03 Apr 2024 21:30:23 GMT

Hi David I was told the 25th March it would be reviewed and still nothing , this was the reason I took ee broadband contract which started on the 19th March 2024. If you could help with this that would be great thanks . SHARON