EE Broadband APP WifI Controls not working

[Mart30]

I have recently signed up to EE Broadband.   My broadband is working fine, however the APP WiFi controls feature and the Wifi enhancer are not available on the app or via the website.   An error message appears and states it is a problem with EE.  I  have spoken with the technical team at EE on two occasions and they have recommended i reinstall the APP and restart the router.  I have now done this many times and the APP features are still not working.   This is very very VERY frustrating!    I am going in circles with the EE technical team and it is not clear how or if this will be resolved.  EE is not living up to expectations.  If there is an issue, i would prefer EE acknowledge the fault and advise when it will be fixed rather than directing me to do the same thing over and over again (i.e reinstall the app).   Can anybody help?   Is this new feature just a myth?

[Thommo54]

I joined in November,WiFi controls not working. New hub,guess what WiFi controls still not working.  Umpteen calls later, EE we have cancelled your complaint, please ring if not happy. Absolute joke.

[Wbrett01]

Totally disgusting!!!

[Ryan01]

Please call them back when you can, as them cancelling the complaint must of been a error of some kind, have you asked them to send the wifi controls issue to TMC as I have.

[Dondo50]

My complaint was also closed.  All they seemed to care about was that the speed I received was above the minimum stated.  The website says I can get 1.6Gb but they say the website is wrong and 900Mb is the max.  The app clearly has a lot of issues and the advertised WiFi controls do not exist but still the complaint was closed as it a "known issue" that they are working to resolve with no date when a resolution may be available.  Also, lots of " it's teething issues" mentioned

  Feels like EE have been given control from BT before they were ready.

[Ryan01]

The 1.6GB package (busiest home bundle) from my understanding does exist and a thing and it is all teething issues as of course massive changes like this can bring some issues that are very difficult to fix, but I was told that there is some background issue with some files between legacy EE mobile accounts and new EE broadband accounts. But I’d say be patient as when it’s all sorted it will be an amazing service indeed. 

has the issue with wifi controls been sent off to TMC, as I did that myself and they are investigating it, the more reports TMC get the better.

[BennyB0Y]

I'm awaiting updates from EE Development on this problem also. It's very disheartening to read that they're closing of complaints. They're working on this WiFi Control issue, and I appreciate that some software issues can take time to fix, but at least there should be a single point of notice, or a link, or at least something for the public from EE on the status of this problem. They know this is a common problem, and it more than certainly needs attention. EE appear arrogant if they just think they can leave customers in the dark with something like this. Doing that does not bode well, no matter how large the customer base.

[GosforthUK]

First at all, I am not going to advocate for BT/EE, they have a lot of butter on their heads with rushed 1.6 Gbps product and will take a lot of time to polish all hiccups here...

My 1.6 Gbps EE BB is today little bit slower than usual (after sorted unknown trouble last week, when I went through nightmare to try find someone who actually will reinitialise my line or and router after failed FE update and slow speed to HUB), but it's works...

Including WiFi Controls on the app, speed test on the app, and so on...

 

 

But, my friend it's on their lower package, with EE Hub which it's actually BT Smart Hub 2 just in another enclosure, and he have a lot of problems which are mentioned here at thread and most of the functions don't want simply works...

EE should imminently address all these issues and solve problems commonly know, face them, not ignore them...

[Ryan01]

BT / EE are aware of all the problems going on right now from the app to website to the wifi controls, ask the tech team to send it off to the TMC team for further investigations to happen.

[BillSh]

I can't access manage for broadband it tells me I'm not allowed to access it. This is on both a Galaxy S21 5G and a Samsung Tab 9+.

[TuckerUK]

I too am working with the TMC. Been on the phone this morning. They have collected all the information and videos by email, of the issues I have every time I try to use the WiFi controls “WiFi enhancer” or click on the hub to run a speed test or smart WiFi disc. The hub does a complete reboot every single time. I even can’t go into groups etc to manage my kids online activity. I joined EE from BT last October and have had WiFi issues with the app ever since. I’ve been under the TMC before when I first joined EE. But since I updated the EE app on iOS last Thursday. It’s completely bricked my connection using the app and rebooting the hub. As from the pictures below it shows 5G because the hub has rebooted. I have a new hub coming so hopefully that fixes the issues with the connection with the EE app. But if it doesn’t I will be allowed to leave my contacts free of charge as I’m truly at my wits end of the issues with the app and WiFi controls and I’ve had enough. Shame really as the physical connection is completely fine 900mbps/110mbps.  Honestly feels like we are all beta testing this “New EE” and paying the privilege for all the issues that come along with it.