topic Re: EE App Smart Wifi - cant connect in Broadband & Landline

EE App Smart Wifi - cant connect

GMellon — Mon, 18 Mar 2024 20:47:21 GMT

EE app installed. Router already setup and working. Phone connected to router wifi, no problem. I'm in the EE app, middle option Smart WiFi. I click router is already set up. I click enter details manually. I click I'm connected now (as I'm already connected in settings). Message dislays 'It wasn't possible to connect to the network. Please try again.'

Does anyone know how to resolve this please?

Re: EE App Smart Wifi - cant connect

qucharsky — Mon, 18 Mar 2024 23:30:40 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: EE App Smart Wifi - cant connect

GMellon — Thu, 21 Mar 2024 20:17:18 GMT

Lets hope so, thank you.

Re: EE App Smart Wifi - cant connect

GMellon — Tue, 26 Mar 2024 20:41:58 GMT

Do you know if a fix was successfully rolled out on 25th?

Re: EE App Smart Wifi - cant connect

qucharsky — Tue, 26 Mar 2024 20:44:48 GMT

Nope nothing as far as I can tell. Someone somewhere mentioned they called and were told it’s moved to 31st I don’t believe anything EE is saying anymore.

Re: EE App Smart Wifi - cant connect

Leon380 — Wed, 27 Mar 2024 13:15:21 GMT

I think they are just telling lies to get us off the phone. The crazy thing is they can get away with this awful system. Ombudsman have sided with them so the only thing we can do is leave in contract. Such a shame.

Re: EE App Smart Wifi - cant connect

David-M — Wed, 27 Mar 2024 13:40:55 GMT

Hi @GMellon @Leon380 and @qucharsky and thanks for posting.

When you spoke to the customer service guys did they raise a case / complaint about this?

Cheers

David

Re: EE App Smart Wifi - cant connect

Leon380 — Wed, 27 Mar 2024 14:11:58 GMT

Yes complaint raised at the beginning of January and still ongoing. They hope to fix the problem soon is what I keep being told.

Re: EE App Smart Wifi - cant connect

qucharsky — Wed, 27 Mar 2024 16:25:16 GMT

Hi, yes I also did and they do occasionally call me but with no update really. Can you answer our question if you’re aware of the fix we were told about - multiple people were told 25th of March. I heard one person called and was told 31st now. Me personally I was given an option to leave contract anytime I want penalty free so I am not that bothered but due to the scale of the issue it would be good if EE opened a thread with this issue and post updates regularly so we don’t have to chase this. Me since November and multiple others since then…

Re: EE App Smart Wifi - cant connect

clivepocock — Mon, 22 Jul 2024 10:40:02 GMT

- anyone know if this problem has been fixed. I joined ee on Friday and I have exactly this problem...along with many other problems . Dissapointed so far

Re: EE App Smart Wifi - cant connect

JimM11 — Mon, 22 Jul 2024 12:05:23 GMT

@clivepocock What version of the EE app are you using?

Re: EE App Smart Wifi - cant connect

clivepocock — Mon, 22 Jul 2024 12:26:48 GMT

Hi Jim - I downloaded the latest on Friday and it says 4.1.15

Thanks for helping

Re: EE App Smart Wifi - cant connect

JimM11 — Mon, 22 Jul 2024 15:42:58 GMT

@clivepocock Which router are you using? If the EE Smarthub+ Then the latest is 5.41.0. There are 2 apps in the store, so post which router you have, but if the same as the one posted above, then the correct version is also indicated.

Re: EE App Smart Wifi - cant connect

clivepocock — Mon, 22 Jul 2024 19:15:58 GMT

@JimM11 I have a Smart Hub SH31B Model :F5394-CP EE - and my order verbiage states "Smart WiFi Plus Device
Smart Hub Plus".

Looking at the EE apps in the appstore I realised I might have confused things . The app I am talking about is EE Home (teal with a House and Wifi symbol) and I have the latest version 4.1.15. I think the app you are referencing is the EE app (teal with EE on the icon) which does have a 5.41.0 but the latest version is 5.42.0.

Re: EE App Smart Wifi - cant connect

Chris_B — Mon, 22 Jul 2024 19:19:11 GMT

@clivepocock You don’t need the EE home app as that’s for the legacy BB router. You just need the EE app.

Re: EE App Smart Wifi - cant connect

JimM11 — Mon, 22 Jul 2024 19:19:35 GMT

@clivepocock You have to use the later, EE Home is not designed to work on the latest router, 5.42.0 is it, obvious mine has not updated yet, but they update the app like a yoyo at present.....

Re: EE App Smart Wifi - cant connect

Gary_H — Mon, 22 Jul 2024 19:20:31 GMT

I have the same issue. Even reinstalled the app and it doesn't work. What's the point of having WiFi controller on an app if you can't use it.

Re: EE App Smart Wifi - cant connect

XRaySpeX — Mon, 22 Jul 2024 19:21:47 GMT

Not a lot!

Re: EE App Smart Wifi - cant connect

JimM11 — Mon, 22 Jul 2024 19:22:27 GMT

@Gary_H Agree completely apps on mobiles are not the way to go.....

Re: EE App Smart Wifi - cant connect

Gary_H — Mon, 22 Jul 2024 19:28:23 GMT

I am going to try something on Saturday if it works I will come back to you all. Unfortunately I can't test my theory until then due to other people being in the house.