Not sure how long you were waiting for someone from EE to speak to you, as this does not seem to happen to me, but I believe you will have to wait for EE to release the firmware update before you can install it, but you will get it,
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Must just be unlucky, but I've tried a few times and gave up
As for the update, then all well and good, but there is no manual update process to install it. To be honest as well, I'm not even sure that any update may make the router better anyway, but I want to try it before I bin the thing off as I'm fed up with having to reset it every so often and also have pretty awful signal, even in areas that supposedly have "good" coverage.
Mistakenly thought that someone may well know why this happens and could assist better without the need to take more time out and try and call another tech support line.
Have you received a notification to say you need to update your software manually? Any new software updates should be pushed to your device automatically.
