topic Re: WiFi Controls in EE APP stuck on 'Installing update' in Broadband & Landline

WiFi Controls in EE APP stuck on 'Installing update'

Crj1981 — Sat, 23 Mar 2024 14:32:04 GMT

Hi,

Hoping the community will be able to help me out. I installed my new Smart Hub Plus yesterday and I am trying to get into the WiFi controls from the EE App. I've been with EE for a number of years on full FTP. Signed a new deal the other day. Internet is working fine as expected through router.

It's been stuck on Installing update for 24hours now. I'm connected to the actual router WiFi. All private browsing etc is switched off. Using iOS and tried with both iPhone15 pro and iPhone 12.

Router information; APP version 1.11.0, Firmware version: R1. 2 9 . 0 - R - 9 5 0 3 0 6 - P R O D - 8 3 0 0 2

I've tried the following troubleshooting.

1) Waited several hours, gets to end of progress bar.

2) Re-installed the EE App several times and exactly the same issue occurs

3) Factory reset router and started process over and over again.

Thanking you in advance for your help.

Re: WiFi Controls in EE APP stuck on 'Installing update'

XRaySpeX — Sat, 23 Mar 2024 14:37:51 GMT

Installing update to what? Router firmware or app?

Re: WiFi Controls in EE APP stuck on 'Installing update'

Crj1981 — Sat, 23 Mar 2024 14:42:55 GMT

The EE App says;

"Installing update. It will take between 20minutes to 1 hour. The update will continue even if you close this page or leave the app. Don't restart your hub until the update is complete.

I'm assuming that it means the hub is updating. I know it did some form of update within the fist 30minutes as the hub re-booted itself.

Just spoken to tech support guys and although I'm with EE FTP at the moment they think it might be my new service hasn't activated yet. So need to wait another 24hours. Not sure if this is going to be the issue as surely the WiFi controls is about the router and not my service. The internet is fully working with the new router installed.

Re: WiFi Controls in EE APP stuck on 'Installing update'

gtwr — Mon, 25 Mar 2024 13:35:28 GMT

Are you still having this problem? I've just had my full fibre upgraded today and I am getting the same issue.

Re: WiFi Controls in EE APP stuck on 'Installing update'

Annahendy81 — Mon, 25 Mar 2024 18:39:30 GMT

Same! Would be great to hear how people resolved it.

Re: WiFi Controls in EE APP stuck on 'Installing update'

gtwr — Mon, 25 Mar 2024 18:57:09 GMT

It finally worked for me about 6 hours later when I had a text from EE saying my broadband is now up and running.

Re: WiFi Controls in EE APP stuck on 'Installing update'

Annahendy81 — Mon, 25 Mar 2024 19:04:53 GMT

I’ve had that text but still can’t connect to Internet and won’t update. Very weird. I’ve asked for them to call me.

Re: WiFi Controls in EE APP stuck on 'Installing update'

Crj1981 — Mon, 25 Mar 2024 19:15:05 GMT

Yep sadly so

Re: WiFi Controls in EE APP stuck on 'Installing update'

Annahendy81 — Mon, 25 Mar 2024 19:23:12 GMT

They’ve just called and they activated the wrong port so all connected now. Just waiting for update, how long did yours take?

Re: WiFi Controls in EE APP stuck on 'Installing update'

WestyT — Tue, 09 Apr 2024 11:43:39 GMT

Thanks.

I'm in the same boat but official activation date is tomorrow so I will be patient 🙂

Re: WiFi Controls in EE APP stuck on 'Installing update'

Crj1981 — Sat, 13 Apr 2024 12:23:59 GMT

Yep mine resolved itself within a day or two of activation.

Re: WiFi Controls in EE APP stuck on 'Installing update'

IAG — Tue, 16 Apr 2024 12:56:13 GMT

EE app updated this morning to 5.35 so I thought I retry WiFi controls but sadly no change. So far have been waiting 5 hours and it's still installing. BT moved me to EE last Nov and ithis has been a constant problem. Tried to resolve via EE but they eventually raise a complaint and then without any explanation or apology just summarily close the complaint & tell me I can complain to Ofcom.

So sad EE has always been an excellent company & mobile service provider. Latest change with BT has just destroyed a previously good company.

Re: WiFi Controls in EE APP stuck on 'Installing update'

Neil-O — Tue, 16 Apr 2024 14:20:24 GMT

@IAG I'm sorry about that, have you tried restarting your device and Hub to see if that helps?

Neil

Re: WiFi Controls in EE APP stuck on 'Installing update'

IAG — Tue, 16 Apr 2024 16:00:49 GMT

Hi Neil tried rebooting hub but no change. Back to message "you're not in
your home WiFi".

Regards,

Alan

Re: WiFi Controls in EE APP stuck on 'Installing update'

Neil-O — Wed, 17 Apr 2024 15:45:26 GMT

@IAG I'm sorry, I'll send you a private message so you can get in touch with your details and we'll report that issue for you.

Neil

Re: WiFi Controls in EE APP stuck on 'Installing update'

Swordfishradio — Thu, 18 Apr 2024 05:59:28 GMT

Hola,

I'm in the same boat as what appears to be many others.

Yes I'm another BT customer moved over.

My app us also stuck at the installing update page.

Have already done all the app resets, cache flushes and updates.

Hub reboots to boot as well.

Quite disappointed by the migration from good ole BT where everything just worked.

I will be interested to see if this common issue gets any resolution.

Re: WiFi Controls in EE APP stuck on 'Installing update'

Swordfishradio — Thu, 18 Apr 2024 14:42:01 GMT

I have noticed for those that went over from BT, if you already had an EE account and tried to use that one, it fails. I then tried to use my 2nd EE account, provided by BT when I migrated and that seems to be much more successful.

Seems like this is account related.

Still fails on my existing (but linked to the 2nd EE account).

Re: WiFi Controls in EE APP stuck on 'Installing update'

IAG — Thu, 18 Apr 2024 14:54:31 GMT

Agree, I've thought this was account related since I switched from BT but
EE don't seem to follow up. I had problems in early days merging EE mobile
(existing) & new EE broadband accounts. Eventually EE merged BUT for some
functions ie hotspot login I still gave to use my old BB login details.
Seems weird & I'm sure this is part of the wider problem.

Alan

Re: WiFi Controls in EE APP stuck on 'Installing update'

Chatterbox1969 — Mon, 09 Sep 2024 10:46:00 GMT

Is that all you support people say… standard answer every time I read stuff on here “reboot the router ….’ “

Re: WiFi Controls in EE APP stuck on 'Installing update'

Huggons1 — Thu, 13 Feb 2025 20:34:10 GMT

I have the same issue. The app was working, but I decided to delete it and do a clean install.

Same issue on Android and IOS