topic Re: App not fully functioning in Broadband & Landline

App not fully functioning

Melbury — Thu, 25 Jul 2024 07:07:42 GMT

I switched from BT to EE earlier this week. I didn't get a new router as already have BT smart hub. I have downloaded the app and paired it with router. I can see my information re billing and package but I cannot access the manage function, I just get a spinning circle. I have the app on another device but still have the same issue. Any ideas please?

Re: App not fully functioning

Melbury — Thu, 25 Jul 2024 06:46:31 GMT

Re: App not fully functioning

Melbury — Fri, 02 Aug 2024 09:53:22 GMT

I've recently moved from BT to EE. Broadband working but I am not able to open the broadband tab in the app. I just get a spinning circle. The other tabs work ok.

I have spent ages talking to customer support and issues have been raised but no resolution.

I can still access the mybt app and see what router is doing even though the account is closed.

Re: App not fully functioning

JimM11 — Fri, 02 Aug 2024 13:21:22 GMT

@Melbury Ios or Android user, and what version do you have on the EE at work/home/play app? There was some issues with parts of the EE app not playing nice with the BT Smarthub 2 router, version went up to 5.42.1 this is android reported version, so no idea what it fixed or broke now. Edit: looks like this version is reasonably functional although device status may still not be 100% accurate yet.

Pretty sure that you have to use the EE app now to connect to the BT router!

Re: App not fully functioning

Melbury — Fri, 02 Aug 2024 13:37:15 GMT

Hi JimM11

Using android and the app version is the one you have quoted.

Interesting that when I speak with EE they say that haven't heard of this issue! Perhaps they need to read this forum.

Re: App not fully functioning

JimM11 — Fri, 02 Aug 2024 13:47:34 GMT

@Melbury was a couple of weeks ago, BT customer trying to get EE app to change a BT Smarthub 2 router parameter but new EE app did not play nice so newer version may have fixed that. You have managed to link the device to broadband? If you click on the broadband text NOT the broadband icon, then it should show you your package details....

Edit: there is a lot that gets posted on the Forum that may never get back to EE CS,

Re: App not fully functioning

Melbury — Fri, 02 Aug 2024 13:48:23 GMT

Broadband is working fine. It's when I want to open the broadband tab I get the spinning circle. Other tab in the app working fine and I can see my package etc. not able to open WiFi controls or see functionality of router and discs

Re: App not fully functioning

JimM11 — Fri, 02 Aug 2024 13:54:31 GMT

@Melbury Did the app ever ask you to pair to the router when you first set it up? looking like its not to far away now?

Re: App not fully functioning

Melbury — Fri, 02 Aug 2024 13:57:52 GMT

Yes. I have paired with the router. I have also tried it on my tablet, same result.

I have deleted app several times but no success

Re: App not fully functioning

Hunterra — Fri, 02 Aug 2024 16:36:13 GMT

I am having exactly the same issue. I spent an hour on a chat yesterday. Usual stuff (turn it off and on again). Didn’t work. They said the merger between EE and BT is causing the issue.

“as you know BT and EE are merging together, so both the networks are different but as we are bringing both the networks under once EE app so we have to go through a lot of changes, and this is also a part of it, but very soon we will be able to bring all the services under our new EE app and this will be a seamless journey”

When I asked if I can expect a partial refund for each month it doesn’t work, they asked if I wanted to log a complaint. I said yes.

We are paying for a service EE are advertising on TV but know they cannot provide.

Re: App not fully functioning

Melbury — Sun, 04 Aug 2024 08:33:56 GMT

I'm still waiting for the promised resolution from EE!

Re: App not fully functioning

Hunterra — Mon, 05 Aug 2024 20:15:59 GMT

Update on my case. I started another chat the next day to follow up on the complaint they raised. Chatted to someone who sounded like they knew what they were doing. They said I would get a call back within 48 hours. They said they would raise a fault which can take some time. I stayed on the chat for 35 minutes not knowing that if there is no activity on the chat for 10 minutes, you go back into a holding queue. I’d already been on the chat for an hour and a half at this point. Someone else picked up the chat. I asked to chat to the previous person. They said not possible. I got annoyed so they put their manager on. They said they knew exactly what the issue is and promised to fix it within 48 hours. 3 days later and it’s still not fixed. Never received a call back either. Shocking service from EE.

Re: App not fully functioning

Melbury — Mon, 05 Aug 2024 20:20:11 GMT

This is exactly what I am expecting, having been told that it will all be fixed by the end of this week! I'm not holding my breath .

I'm sorry that you have not got a resolution.