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.

[XRaySpeX]

Ah, as I thought it was WiFi Controls!

[Eddy2760]

Yeah I get you… as it’s a new system I expect there to be a few teething issues at the start so I’d hold out for a little bit. If your worried about any cancellation times for the contract etc then at the moment they are void due to service your paying for ain’t being provided, so you can leave without braking contract and all you have to pay is normal service up until your specified cancellation date. 
 
I’m sure they should have it up and running again soon, they are migrating and changing BT and EE systems aswell at the moment so there is probably lots of head scratching and re-training on the go 👌👌

[XRaySpeX]

---

@Eddy2760 wrote:

If your worried about any cancellation times for the contract etc then at the moment they are void due to service your paying for ain’t being provided, so you can leave without braking contract and all you have to pay is normal service up until your specified cancellation date. 

---

That I doubt! You need to give them the opportunity to put things right.

[Eddy2760]

I agree there, as long as you call and make them aware of an issue and letting them try to resolve the issue, while this happens over a period of time you maybe entitled to compensation or reduced premiums or leave the contract for free. 

The Consumer Rights Act 2015 backs this up with additional legal rights. Under the Act the service must fully conform to the contract, with the possibility of a price reduction or even cancelling the contract if it does not happen.

EE I think there’s a cooling off period of 14 days after activation to terminate contract (could be upto 30 if issues at the start). 

Also 

• 8.2.2. it is a change to an additional service excluding add-ons, which significantly disadvantages you such that you have a right to cancel the agreement under point 9.4, and you give us notice to cancel the agreement within 30 days of us notifying you of the change.

If the WiFi controls benefit is the reason someone takes out the package and it’s not provided it can come under that contract point. 

[Moose_UK]

I'm suffering the same issues with the WiFi control. When I called 150, it showed that my order was still open. When they dug deeper, it showed that Openreach had run in to some sort of issue and could not complete the transfer from BT to EE.

The order has now been cancelled and I should be getting a call from EE again in a couple of days to try and re-process the order. Until the order is complete, it seems that they can't help get the WiFi Controls working!

Annoyingly, this means I need to wait even longer for an extra Smart WiFi booster device as they can't process an order for an extra one until this Openreach problem is sorted!

Certainly been a stressful couple of weeks with this transfer.

[Coupec]

Here is mention of the app on both the hub and extender. I am also going to mention the software issues now as I’m having another one in regards to the mesh. So first off the mesh doesn’t always work it’s the same log in pw etc but when I’m in the mesh area I have to turn WiFi off and on to connect to it. Secondly the mesh doesn’t show on the IP hub settings anywhere even under the extender tab. Thirdly the speed is meant to match my hub, it does not and I’ve spoken to someone about it only to be told oh we will send you out another mesh even though he said he thought part of the problem was it was too close to the hub, well it’s the other end of my property there is no way it can go farther so how is throwing another one in there that would have to be even closer to the hub going to help? And lastly, the extender is repeatedly needing to be restarted as it just won’t let anything connect too it, the hub doesn’t seem to be a problem. I mean also sometimes it randomly pops up on every device I have that the Password is wrong and will not connect in till I go onto the setting (via IP as app is broken) and change the pw to something else then back again. Seems to me EE hardware is completely crippled software wise. It’s a complete mess and I’ve never come across something this bad with this many critical bugs in 9 years of IT. It’s feels like this is some kind of beta software that has just been thrown out the door. Honestly I’ve never understood why IPs insist on having there own hardware when they seem to be completely incapable of producing quality product which then messes up what they are good at (or supposed to be) the service. I used ASUS mesh for years since they were first released and never had any critical bugs whatsoever, because that’s what they specialising. Your company does not so why try when it effects the product you do? Just seems like stupid logic to me other then the fact you have more access to user data etc which in itself is becoming increasingly controversial and maybe a ticking time bomb. Anyway rant over like I said I’ll probably give it another week or so (and an hour or 2 on the phone when I have time) then I’ll probably be exploring City Fibre.

  

[XRaySpeX]

By "mesh" do you mean the WiFi Extender? If so, please show from the router the Advanced > Wireless > WiFi Extender page & click on the Extender icon, like so:

[Coupec]

Mesh/extender, I believe EE refers to it as SMART WIFI PLUS. I thought I’d try a pin reset (already tried once but always worth another go) just after I posted my last comment. It is now showing however I feel I have traded one thing for another. It’s now repeatedly disconnecting and reconnecting over the space of a minute or 2. Just please keep in mind I’ve been told that it’s too close to the hub but I honestly feel like it’s out of range or my first assumption that all of this seems to be a software problem (or combination of both). Also I don’t really even see the point in this page, you can’t do another but see it is there, rename or change the light….. 

[bobpullen]

@Coupec @Eddy2760 & @Moose_UK - are you all still unable to access the WiFi Controls on the main EE app?

@Coupec - if the extender is on the border of range then I'd expect to see it connecting over 2.4GHz as seen in the page you've questioned the point of. If it is, then probably worth locating it closer. Any extender isn't going to behave optimally when placed in an area of poor signal. It needs a good signal to amplify/repeat for it to be of any worthwhile use. Not saying that this is definitely the cause of your problem, but I often see people putting extenders in rooms with poor coverage, expecting them to work magic. Instead, they need locating at a 'halfway point' where coverage is already good.

[Coupec]

I am fully aware of this but as I mentioned when I went through troubleshooting with an EE adviser he said that the system was saying it was in fact too close to the main hub and that he thought that was what was causing it to run slow. But they are both located at opposite ends of my property which isn’t exactly small so how it was too close I don’t know, again this comes back to what I believe is dodgy software. Yes the app is still broken right now.