EE App Just WONT Connect...

[AlfonzoFonatine]

I know its not just me with this story - Moved to EE after renewing my 4 year faultless BT broadband to find it was suddenly garbage after a week troubleshooting was promised move to EE its cheaper and faster and the EE App has all the functions you have now, parental controls etc. A couple of months and x 3 Hubs, many many factory restores, several android phones, several apple phones, multiple app uninstalls and what seems like millions of hours on the phone to EE with very nice operators who either fob me off to someone else , dont call back or just close the call the EE app still wont connect to the hub. Has anyone been to the Ombudsman or Ofcom because i'm on the verge of doing so i need what i am paying for, also find it very strange the dam App works fine when they want to show you the bill and that it will be taken out of the bank.

[AlfonzoFonatine]

Moved to EE a few weeks ago big con as far as I am concerned 4 years with BT no issues the day I renew the contract connection drops spent a week troubleshooting then told move to EE it's cheaper faster etc. moved connection still sucked, new router speeds ok but can't link to app for parental controls etc another week troubleshooting and an engineer visit then another router. (Old BT one branded with EE).

Speed and connection now ok and can use old BT disks as it's basically the same but router I used to have but will not connect the EE app to the hub no matter what I try reset hub, reinstall app try on multiple phones android and iPad anyone else actually got this to work cos I still have a few weeks I can cancel and will do so if I can't get the stupid app to work.

[Chris_B]

@AlfonzoFonatine    Have you allowed the ER app to use your location have you allowed  the app to access your local network?      I’ve set this up twice on my iPhone without issue.

  I’m going to do a full walk through with pics when I get the chance, I’ve just not had the time at present.    

[Typhoochimp]

A completely diabolical situation. 
I’m in the same unhappy position.

This is simply unacceptable.

EE need to sort it NOW and keep us informed properly whilst doing so. 
This is NOT The Post Office and The Horizon Computer System.

EE Need to get a grip and stop the obfuscation NOW

[Chris_B]

@Typhoochimp   What router do you have ?   Is it this one 

 

[Typhoochimp]

NO. It’s the BT Home Hub 2 that did the job with the BT Account and the BT App.

Thats the problem. It did work. I had control of WiFi and Apps via the BT App on my iPhone 13 Pro Max.

 It does NOT work now with the EE App failing to pare or control anything to do with Broadband or Wifi and it’s NOT acceptable.

I have Care Responsibilities and I want/need parental controls. Why should I accept less than I had and what was promised. No one at EE (apart from a lone CS member ‘Karen’) appears to have taken ownership and I will NOT be fobbed off. Watch this Space.

[AlfonzoFonatine]

Had that 1 initially then they sent the older one same as the BT one i had but with an EE cover-ive given up now they just phone up and tell me to reset it although they are very nice i am now locked in a 2 year contract which will not be renewed i dont care how cheap they are on renewal they have ripped me off and i wont forget, i dont answer their phone calls now they can get as frustrated as i have been.

[AlfonzoFonatine]

Exactly the same but i have given in now dont even answer their calls i am locked in a 2 year contract and my kids have access to hardcore pornography, Thanks EE I will get my own back at contract renew time.

[Garpusmentus]

Has anyone had any luck on this issue, I have been speaking with EE now for over 2 months with different people. I raised 2 complaints, both were supposed to be actioned within 48 hours, no fix. I have been on the phone up to 10 times, no luck, I've messaged the same amount of times. They even closed the complaint down automatically and said i'd not contacted them...twice, unbelieveable , never experienced a better example of how NOT to deliver professional service management.

Followed all of the instructions ( I am very IT capable) multiple times, the EE app has now been updated which lets me get to the 'pair your hub' stage, but this now just sits there with the usual spinny wheel forever, not matter what iteration of setup procedure I try.

I have 3 kids and need to protect them from harmful content, I used to do this on the BT app and via my hub directly, but EE/BT have now locked this down so it is only possible through the useless EE app which does not actually work. I'm half tempted to just go an buy another high quality router and make the BT hub a dumb hub. This has now been going on since July .......

I am probably going to speak to Citizens advice about getting out of the contract as they are not delivering the service that was described to me at upgrade. Come on EE/BT get someone from management in customer service to get in touch with me....

Thoughts and help most welcome.

[Leanne_T]

Hi @Garpusmentus 

Thanks for coming to the community, I am really sorry you are unable to manage your account using the app. 

Have you tried deleting and reinstalling the app since the app last updated? 

If you would like to get an update on this issue and discuss managing the parental controls please try getting back in touch with our tech guides. 

Speak soon.

Leanne.