EE App Problems

[Kershner102]

Hi.

I recently upgraded my broadband to Smart Hub Pro.

When i try to use any of the features on the ee app to manage my broadband, I get one of two error messages "We cannot show "insert feature" right now. Refresh or come back later when we've fixed it" or "we couldn't add this. Try Again".  No amount of refreshing or trying again seems to work.

The features of being able to group devices, pause Wi-Fi, guest Wi-Fi, schedules, etc is the reason I upgraded.

I have tried to contact technical support, they will not help because there is no fault on the line.

Any Suggestions

[Rach_H]

Hi @Kershner102,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your app, and that you've been left without a resolution when you've reached out to our team. I'd recommend getting back in touch with our team and asking to make a complaint. This is something that our team are able to resolve regardless of whether there is a fault, however, if you're not happy with the guide you speak with then you are able to escalate this to a team leader, so they can resolve this.

Rach

[Kershner102]

@Rach_H 

This is not a solution and has not fixed the problem.

No one I speak to seems able to fix the problem.  Looking at community post, this is an ongoing problem going back to 2023 for a small number of customers.

I have followed all the advice, reboots of routers, delete the app, reinstall, turn it off and on again.

I specifically picked this package for the features and none of them work, but still being billed for the full service.

Disgraceful customer service. 

[Kershner102]

@Rach_H 

This is not a solution and has not fixed the problem.

No one I speak to seems able to fix the problem.  Looking at community post, this is an ongoing problem going back to 2023 for a small number of customers.

I have followed all the advice, reboots of routers, delete the app, reinstall, turn it off and on again.

I specifically picked this package for the features and none of them work, but still being billed for the full service.

Disgraceful customer service. 

[Peter_W]

Hi again @Kershner102.

I'm really disappointed to hear you've still not been able to get this sorted out. 

The steps you've mentioned can often help get things resolved, but if these have made no improvement then I'd definitely recommend getting back in touch so we can investigate further. 

If you feel like each time you get in touch there's no progress, the complaint option @Rach_H mentioned is worth looking at, as this will be logged on your account and your complaint handler will take ownership of things to ensure we work towards the best possible resolution.

Peter