topic Who Cannot Use Their Wi-Fi Controls in the App? A Poll in Broadband & Landline

Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Stevef1964 — Tue, 23 Apr 2024 15:50:31 GMT

I just transferred from being a BT customer to EE.

I've incurred numerous problems, one of them being unable to use my Wi-Fi controls within the App.

So, the question: " How many of us still cannot use their Wi-Fi controls within the app?"

If you respond could you please provide the following info:-

1) Android or IOS operating system.

2) Mobile model/tablet model.

3) Did you transfer from being a BT customer. - Yes/No answer required.

4) Did you change the SSID (name) and password of your EE Hub - Yes/No answere required.

I intend to make EE aware of this thread so they, and we, can see the real scale of the problem.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Stevef1964 — Tue, 23 Apr 2024 15:50:08 GMT

I'll start:

1) IOS

2) iPhone XR

3) Yes

4) Yes

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Swordfishradio — Tue, 23 Apr 2024 15:51:50 GMT

Android

Mobile

Yes - No choice

Yes - didn't fancy change 50 plus devices

Notes: I also have 3 EE id's, Im at the wrong speed, being overcharged currently and getting random bills from 8p to £8.

Not impresed but have been promised this will all be sorted by tomorrow apart from the Hub issue I presume.

If not, Im off somewhere else where there is hopefully less hassle.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

XRaySpeX — Tue, 23 Apr 2024 15:52:28 GMT

EE New BB users only!

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

John-P2 — Tue, 23 Apr 2024 16:05:05 GMT

Steve

1. IOS

2. IPhone XR

3. Yes

4. No not change ssid

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Camlan — Tue, 23 Apr 2024 21:12:07 GMT

1) IOS

2) Iphone14

3) Yes

4) Yes

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

HenryTudor8 — Wed, 24 Apr 2024 06:37:17 GMT

1) IOS

2) iPhone 13 / iPad Pro 11”

3) No

4) Yes

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

asteaman — Wed, 24 Apr 2024 10:29:58 GMT

1.IOS and android

2. Samsung and ipad

3. Yes

4. No not change ssid

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Neil-O — Wed, 24 Apr 2024 15:53:44 GMT

Hi Everyone,

I'm sorry to see you're still experiencing problems with your wifi controls. Can you ensure that your're on the latest version of the MyEE app 5.35.0

If you login to the app store and an update is available please can you download it and try again.

If you continue to experience problems after downloading the latest app version, please can you let me know if you're getting an error message and if so post a screen shot and I'll feed this back?

Thanks

Neil

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Swordfishradio — Wed, 24 Apr 2024 15:58:55 GMT

Hi Neil,

The app and hub are at the latest versions.

I can never get any further than the "Pair with your hub" button which presses and goes not further.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Stevef1964 — Wed, 24 Apr 2024 16:28:40 GMT

Neil,

I've been delaing with your Tech support teams for the last week or so. Daily calls with them.

On yesterdays call the lady happened to mention that they had solved the majority of problems with the Wi-Fi controls, which tweaked my interest in starting this topic as I was sure there were more suffering than she indicated.

I am up to date with all the levels of s/w and f/w required but still they can't get mine to work and they know this and I have been working with them, going through each step, to find a solution.

The specific questions I asked here were to find out if the majority of people with these issues had come over from BT or had changed their SSID before doing the updates.

I also have issues with my Emails not coming over correctly and really I should have included this question in the original post, but wanted to keep it simple.

When I speak with them next I am going to point them to this topic/thread. Hopefully it might help them to find a fix.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Camlan — Wed, 24 Apr 2024 17:07:19 GMT

Thisn what i get on the latest version of the app. The Hub is paired, or at least it was.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Neil-O — Wed, 24 Apr 2024 18:12:10 GMT

Thanks for replying everyone.

It appears that you're all experiencing slightly different problems.

@Swordfishradio are you using the EE ID that has the correct account number for your broadband? I'd also recommend trying a factory reset of your Hub to see if that helps with pairing the app to the Hub.

@Stevef1964 No problem I appreciate your reasons for asking these questions and thanks for the update.

Is it the TMC team that are helping you with this? If so I'm sure they'll get you sorted.

@Camlan I'd also recomend a factory reset of your Hub and make sure your app is on 5.35.0. You can check that by clicking the little person icon in the top right of the My EE app and looking at the bottom of that screen. If you are on this app version and the reset hasnt helped please let me know by replying here.

Thanks

Neil

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Swordfishradio — Wed, 24 Apr 2024 18:35:34 GMT

Hi Neil,

My acct is in a bit of a mess with 3 id's. I did manage to get it all going with one of the id's but after switching back to my main one, it's never worked since.

I have many woes to tell about my migration across but I'll save that story for another day.

Cheers.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

John-P2 — Wed, 24 Apr 2024 20:49:30 GMT

Neil

I cannot get the wifi controls also, scan the qr code and just get the revolving wheel. I have factory reset the hub the firmware version is v0.42.00.10167-BT. I am awaiting a call from the offline team and supposedly a new router is being sent but to date nothing. The app is the latest one available,screen shot attached.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

XRaySpeX — Thu, 25 Apr 2024 01:02:11 GMT

@John-P2 : You don't have the EE router. So it won't pair with the EE app.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Stevef1964 — Thu, 25 Apr 2024 06:43:52 GMT

For info - as far as I am aware the latest firmware is: r1.34.0-R994210-PROD-83002. It might have changed though, but both my EE hubs are now at this version.

To see it go into you EE hub and go to - Advanced Settings/Technical Log. The firmware version will be in there.

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

John-P2 — Thu, 25 Apr 2024 06:55:24 GMT

It is the EE router I returned the BT one
Sent from my iPhone

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

JimM11 — Thu, 25 Apr 2024 07:02:41 GMT

@Neil-O With the error that Camlan is displaying, this is possible if you have a second router attached with different subnet on the ip range, As the EE app is trying to use and find it, the ip range is out so it thinks that you are not at home. I can get this error message if i use the ssid of my Asus XT8 which is in router mode on port 1 of the Ethernet on the EE superhub+.

Heads up for you. Jim

Re: Who Cannot Use Their Wi-Fi Controls in the App? A Poll

Stevef1964 — Thu, 25 Apr 2024 07:04:04 GMT

John, when did you get the EE hub? That version looks really old.

Is it the new shape or one of the old BT Smart Hub shaped ones?