29-08-2017 01:03 PM
Are there any issues with bandend at EE about authentication with virgin tube wifi? It simply stopped all of a sudden. Normally it asks me to sign in, which happens automatically. This time it asked me to do it again from scratch. Noup, error.
I text EEWiFi and get a new password, still nothing.
29-08-2017 03:27 PM
30-08-2017 06:18 PM
I've got this problem too. As of yesterday it is asking me to sign in again, but when I do, it says "Sorry we encountered an error and you have not been signed in". I used the New password feature and it just sent me my existing password and nothing changed. Still unable to sign in today.
30-08-2017 07:07 PM - edited 30-08-2017 07:26 PM
31-08-2017 06:59 AM
can you update here please as mine stopped working yesterday as well so clearly there is something up beyond I individual devices. Thanks.
31-08-2017 07:23 AM
This has happened to me too, I came back from being abroad on Tuesday and it now no longer connects. EE- There must be an error on your side surely?
31-08-2017 09:42 AM
I haven't had the time to call yet, my work is just keeping so busy, I can't even think of this small inconvenience, but for anyone that keeps stumbling here with the same issue, the best way is to call them and ask them to reset your ad-on.
As for what's causing this? As someone that works in networks and IT, I believe there could be a handshake error (this happens when 2 servers don't talk to each other, say you go to a new website and instead of registering an account, you ask for "Login with Facebook" or something, that then makes 2 servers share info).
But it's weird only some people are experiencing this and not everyone, which leads me to thing something is at fault on EE's side, nothing that would flag up as "SERVICE DOWN" but some information could have been lost or locked, and calling or texting EE to reset your wifi ad-on (the typical, have you turned it off and on again) should write or rewrite the data on their database and get us all sorted. Unfortunately, this needs to be done individually, if they do it server-wide, those who's service is running will have to login again too and that would be painful.
31-08-2017 06:16 PM
I have the same issue too. It first occurred on Monday. I tried requesting a new password but this new password also won't login and gives the same message "Sorry, we've encountered an error and you've not been signed in."
I don't know if there's an issue with the exchange of account data between EE and Virgin that is causing the issue, unless my login is being federated and the authentication is not working correctly?
31-08-2017 07:14 PM - edited 31-08-2017 07:15 PM
Hi @Orafaelz and welcome to the community.
Thank you for coming here and letting us know.
We are aware of an issue and this is with our support teams who are looking into this.
We will keep you updated as soon as we know more.
02-09-2017 12:04 PM
In a similar situation. It stopped working last week for me. EE needs to resolve this ASAP and take this as a priority. I use the tube daily and if this is not resolved very soon, I myself will have no choice but to change provider.
04-09-2017 03:32 PM
04-09-2017 03:39 PM
by Carswell19 a week ago