Can't access wifi controls via the EE app

[Minkey1]

Hi, I'm wanting to change some of the network device names on the hub. Could do this on my previous BT SH easily, but apparently on the EE Hub it can only be done via WiFi Controls in the app.

But WiFi Controls doesnt work -  just get "We can't load this information - it's our fault"

Do we know when this will be fixed?

Rgds

Mike

[Peter_W]

Good morning @Minkey1.

Welcome back to the EE Community 😊

When you're logging in to your account are you able to see the details of your broadband plan and bills, or are you getting errors when trying to see these too?
Peter

[Minkey1]

Hi Peter

Thanks for picking this up. I can see details of our BB plan, and bills, just fine. But “set up WiFi controls” returns an error “at EE end” so whilst I can browse to the router via 192. etc I can’t change device names. As an example, we each have an iPhone, so short of checking MAC addresses etc I don’t know which is which.

TBH, I’m about to give up. I wish I’d just kept everything w BT. The new router is faster and in-house coverage better, the phones work (but are now throttled @10meg), TV works and the mini box is great for our kitchen telly (but I’m paying slightly more and the Netflix plan now has adverts) but the app and resolving issues seems impossible.

The mobile no’s have ported over but my wife’s phone still shows the temp no, and messes with our contacts. I got 2 bills for the “temp” numbers, one of which included a £50 “deposit”. Clearly, paying bills to BT on time for decades means nothing to EE. 

As you suggested, I rang again, mainly to “link” our phones to the app. This was after the app told me to go down to our local EE shop w ID. EE seem able to bill me and collect money from me just fine, but to get details of a service I pay them for I have to identify myself 🤷🏼

The shop scanned my PP but said I’d still need to ring as my ID is all Michael but my a/c (as it was w BT) is Mike. So I rang. I was told Billing would ring - nobody has. I was told the phones would link; now it says they have linked, but to different a/c’s. What they are, I’ve no idea.

I’m losing the will to live with this, and will give up, including my plan to rejig the TV and mobile plans. Everything works, I can’t manage any of it, but it all works; some bits better, some bits worse.

All of this due to BT’s desire to shift consumers over to EE, without an effective system in place to handle it. I wish I’d never bothered.

[Peter_W]

Thanks for explaining all of that @Minkey1, I'm confident we'll be able to iron out some of the kinks you've mentioned since switching over, but I appreciate the frustration of things not working perfectly.

I would definitely recommend getting back in touch with our team so we can check how everything is set up.

With online accounts for mobile and broadband everything needs to match perfectly, so if one account is Michael and another is Mike this can cause some errors in linking accounts.

If you feel the right amount of ownership hasn't been taken there is also the option to raise this as an official complaint with our dedicated complaints team. 

Here you'll be assigned a point of contact for your case, and we'll make sure everything has been done to get things resolved within our complaints code of practice.

Peter

[Minkey1]

Thanks Peter. I’ll probably go the complaints option. 150 tries to direct you to a specialist so issues affecting all services have to involve others.

This morning’s frustration has been re-installing the WiFi extender. It shows steady aqua  but whether via wifi or Ethernet it doesn’t show up in My Network and as I can’t get WiFi Controls in the app to work, I’ve no idea what, if anything, it’s doing.

In the BT Community Forum staff could use DM to access accounts and resolve issues.

It’s a shame EE hasn’t seen fit to do the same.

[Peter_W]

I definitely think this will be a good option @Minkey1, as will it allow you to cover multiple bases at once and ensure some ownership is taken here. 

Also whilst we don't have access to accounts via this forum, we'll always aim to help point you in the right direction. 

Peter

[Minkey1]

Hi Peter

The official complaint link goes to a word count limited form  which seems to give the option of complaining on 1 product only.

I’ve emailed BT/EE CEO’s and asked for someone in Executive Office Complaints to take ownership and pursue issues within each product area. 
🤞

[Peter_W]

Thanks @Minkey1, the webform also goes to our Executive office, but with the email you've sent here this should be triaged and sent to the relevant teams to handle. 

I'll keep everything crossed you manage to get everything resolved here too 🤞

Peter

[Minkey1]

Peter

Emailing Friday lunchtime, I’d expected no response till Monday, earliest, so was pleasantly surprised to be called today by a helpful lad from BT EO CR. 
He’s:

1. TV

Taken onboard the lack of detail abt the specific Netflix plan I was offered, and subsequently set out options in an email.

2. BB

Flagged the WiFi controls issue to the BB team, and confirms he sees the WiFi extender connected, and even read out the devices connected to it. He thinks both are connected, and will ring again next week to check progress.

3. Mobiles 

His initial contact with the Mobile team suggested all issues could be resolved, including waiving the £50 deposit, but that I’d need to speak to a specialist. Unfortunately the call cut off during transfer, and whilst I was promised a call back should this happen, nobody rang.

Overall tho, I’m happy to have a point of contact, and that there seems to be solutions in hand.

Mike

[Minkey1]

Even more impressive, someone from the BB side rang tonight. Went thru various checks and re-booted the router, but no change, so gave me a link to send screenshots on the WiFi Controls thing, which I’ve done, giving details of my iPhone, and versions of iOS and EE app I’m running (both latest).

So again, in hand.