APP control is broken

[Coupec]

The app broadband control tab is broken, everytime I try to go on it it says something went wrong and your trying to fix it, I don’t believe that and it’s been like that since my service started so something is clearly wrong. I’ve tried to uninstall etc and that has not helped. 

Can I get some help with this issue please.

[Whittin1706]

All, do not hold your breath. I have been dealing with this issue for two weeks and am no further forward. I moved from old EE broadband to new EE broadband purely to get the new hub and new features. However the new wifi features just do not work, I get an error says Something went wrong our fault. Try again or come back later when we've fixed it. It has been like this since day one. To date, I have a complaint with the executive office of both EE and BT, a case open with TMC, I have spoken to over 20 different advisors, have been told to restart my hub over 30 times and have been told to delete and re-install the app over 10 times. Still it does not work. EE or BT will not acknowledge they have a user wide issue even though if you search this forum with the term "wifi Controls" you will find multiple users who have the same issue. After speaking to TMC today, I asked if they have had reports from other users experiencing the same issue, they confirmed they have, I asked if any of them have been fixed, they confirmed they have not. I asked how old is the oldest case of this issue, he refused to answer that question. If i was you, I would give up and cancel using your cool off period as it looks like they have no idea what the issue is or how long it will take to fix.

[Eddy2760]

Still nothing as of yet, I missed a call from TMC as they expected me to wait in all day for 2 days for them to call me 🤣 said they would call me between 0900hrs to 1100hrs (AM) Thursday, I get a call at 1903hrs just as I sat down in a meeting 🤣 then on Voicemail said they would call back at some point on Friday… nothing… I call and CS said they can’t forward a call to TMC… and said TMC will either call at some point up until 2100hrs or anytime Monday 🤣 I think they must think no one works and are at home twirling thumbs while listening to jazz or something because they expect you to be there next to your router when they call 🤣. 

I'm sure they will sort it out at some point, as the issues have been flagged up right at the start and in the contract there are points that will allow me (and others) to leave the contract at any point due to services not being available that is supposed to be part of the contract. Before another Community member jumps on about the not being able to leave etc I have read though the contract T&C 👌 I’m not advising anyone els that they can leave as they please… I’m just saying I know my T&C and I feel comfortable that I can if needs be. 

At the moment with the speeds I am receiving and the best all round coverage I am getting I am happy, I would love to have the WiFi controls up and running properly as that is the main reason I moved across from sky. 

im sure it will be sorted when they fully investigate the new bugs and issues 👌

[XRaySpeX]

@Eddy2760 : You may change your mind & cancel your BB anytime up to 14 days after your BB goes live & only pay for what you used.

See EE Home Network T&Cs for our Essentials, All Rounder, Full Works and Busiest Home Bundle broadband p... 

5. You can change your mind
a. You can change your mind and cancel a service within its cooling-off period.

cooling-off period – for your price plan, the period from the date the agreement is
made until 14 days after:
a. the loaned equipment (if any) is delivered;
b. the service start date; or
c. the day you receive your order confirmation;
whichever is latest 

[Eddy2760]

Hey @XRaySpeX, thank you for your reply, 

Please read my messages dude… as I know what I am talking about… before advising (technically) that you can only get out of contract in the “cooling off period”… please read all of the T&Cs, I have, thus I have only said I advise others to read theirs and I know what I can and can’t do 👌but will be the same for all that reports issues especially from the start of the contracts etc, read section 10 - f 👌 I won’t put it here so everyone can follow the link and read at their own perusal but it’s there 🙂 and before you say “we may let you”, they 9/10 will from experience… and I say 9/10 because nothing is ever perfect… 

I’m not leaving my service and I advise others to ride it out as well, as long as they are receiving good speeds and not experiencing major issues (that’s different), as it is a new system and all new systems will have their ups and downs… I’m confident that at some stage they will be able to sort this issue out not just for me but for all customers facing this problem. 

EE and BT are going through a big change at the moment and when it settles it should then be a priority to address issues, if say in time it does not and I (personally) feel like I have been wronged, then I feel confident I will be able to terminate my contract and only pay for services I have received without paying for the full remaining contract but that will be between me and EE to talk about at a later time, and may never be needed I hope 👌. 

so far I am happy that they are trying to sort the issue and as most on just joining… will have 3 free months of service for main service, not including any extra services taken (like I pay extra £10 per month for The WiFi plus extenders) this will be payable from month one and remainder of the contract, but if and when I start paying for full service I may even call and come to an agreement with EE, again this will be on individual bases and my experiences will be different to others… 

hope this helps 

[wgwright]

Just started using the new Smarthub plus today and had no issues in setting up the WiFi controls on the EE app. Did a router reset and uninstall and reinstall of the App first after which all went well. Maybe EE have done some updates since the thread started? Did have an initial issue with mobile plans not showing on the App. Called 150 and a lovely lady called Kirsty sorted it all out for me.

[wgwright]

Hopefully you've managed to get everything working OK now? Just started using the new Smarthub plus today and have WiFi controls working fine. Maybe EE have done some updates? Did an initial reset of the router and uninstall and reinstall of the App. After which linked the router to the App by scanning in the QR code. Once linked setting up controls was very straight forward 

[Katie_B]

Hello @Whittin1706. 

I have sent you a private message. 

Katie

[Whittin1706]

I am still not further forward. Still not working and still waiting for the executive complaints team to resolve the issue.

[Eddy2760]

Mines still not working lol 😂 

[Angelis90]

We can't get ours to work either 😅