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]

I’ve had 3 routers off them none worked with the app they just go round in circles change router, reinstall app, reset router, promise the earth nothing works

[AlfonzoFonatine]

Exactly the same here I’m takeing the fight up again as it’s not acceptable 

[AlfonzoFonatine]

And they will do nothing because it doesn’t work, I’m taking legal advice

[Ewan15]

@Typhoochimp  I found I needed to continue to use the My BT App when I was using the BT Smart Hub 2 on EE plan.  I could not get the BT Smart Hub 2 to pair properly with the EE App. The EE App works fine with the Smart Hub Plus

[Typhoochimp]

After some weeks of obfuscation &  failed attempts to connect and manage the EE Broadband Service Parental Controls using the BT Hub 2 and the EE App I returned to BT.

Initially this would not pair correctly with the My BT App. It had worked fine before my transfer to EE.

I entered the same frustrating runaround to regain parental control via the My BT App.

IT WAS eventually sorted out by the referral to and intervention of the BT Senior Technical Team Management (or some such). 

This was, is and remains a painful  demonstration in how NOT to run a business. 

I still have some concerns with regard to what was promised in the initial transfer to and subsequent (agreed) return from EE.

I will seek to resolve this with BT. 

[JonProudfoot]

Same problem - going on 4 months with loads of contact with EE. Complaints raised and loads of referral to the "correct" team but no fix. 

[AlfonzoFonatine]

I can only suggest everyone does a review of the EE APP/Router issues like i have done - EE Reviews | Read Customer Service Reviews of broadband.ee.co.uk (trustpilot.com)

[wakeywakey]

Just joined EE from BT and the EE app (android) won't connect to the hub!!!

[JonProudfoot]

My issue was fixed in February after over 8 months. Jonathan, a 'guide' from Newcastle, spotted that the serial number of my hub was different to that in my account. He was ‘surprised' that nobody had checked this over the time I had been waiting.

Since then I have changed to WiFi 7 using Smart Hub Pro hub and Smart WiFi Pro disks and everything works as it should.

Hope this helps.