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App is rubbish

Lest44
Investigator
Investigator

‎05-10-2024 10:22 PM - edited ‎05-10-2024 10:39 PM

Just transferred from BT. Got all the new kit and trying to set it up. The app is terrible!  I had set up everything and they appeared in the app. Then next time I went in and I got a message to set up for first time and then got the wheel of death. App had frozen. Tried removing the app and reinstalling. It again worked for a short while then all my network disappeared and on restarting it frozen again. **bleep** is going on?  When it does work I see the status of the hub etc then it refreshes and it can’t see the status of the hub. During the set up it tried to transfer my old network which would be good and save having to manually set it up. No where did it say, firstly turn on the old bt router which was disconnected so new one can be connected and then it changed the ssid and password to my old network, which makes sense, but would be good if their instructions would say that. I was thinking the new router had lost its wifi as the ssid on the  card in the top disappeared. Not a good start EE. How do I fix the app?

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4 REPLIES 4
XRaySpeX
EE Community Star
EE Community Star

‎05-10-2024 11:40 PM

@Lest44 : How else would it know your old WiFi network settings if you old BT router wasn't switched on so that the app could read them over WiFi?

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Lest44
Investigator
Investigator
In response to XRaySpeX

‎06-10-2024 08:21 AM

Yes that was my thoughts.  When I went through the process the first time my old kit was all disconnected and removed as I had not thought it would be able to do that.  For that stage of the set up it could specifically state on screen to make sure that your old router was powered up with it flashing purple and have the hub admin card available before hitting the next button.  

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Lesley_W
EE Community Support Team
In response to Lest44

‎06-10-2024 03:31 PM

Hi @Lest44 

Welcome to our community.

Have you been able to speak to our technical team yet to discuss your app issues?

Lesley

Lest44
Investigator
Investigator
In response to Lesley_W

‎06-10-2024 04:26 PM

Not yet Lesley. I had a frustrating day with it yesterday so gave up with the app, but fingers crossed I have got the network working as need it to be good for wfh next week, just can’t see or control it in the app such as device lights. 

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