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?

[Wbrett01]

After 6 months of waiting I'm finally able to control my WiFi via the app
although it is very hit and miss but I guess progress is progress.
It is however quite confusing and after the first update scrambled the WiFi
name and log in password I had to reset the router again but seems to be
stable.
Let's see if ee offer any kind of compensation for pay for a service that
wasn't ready to roll out yet? I doubt it!

[SMiller100]

So..an update. My wifi controls now work. However, as I'd waited so long I made a complaint to the ombudsman that I had been mis-sold the product as EE knew it was defective at the point of sale. The Ombudsman has sided with EE who stated that it was not the job of their sales people to  be aware of faults. The Ombudsman also suggested that as the consumer it was down to me to complete research of faults etc. to check the product was right for me. Thought I'd let you all know in case you had raised similar complaints. I hadn't even asked for compensation, just for it to be looked at. So it seems, despite EE knowing that there was fault porting customers from BT to EE, they do not have to tell you and their technical department does not talk to their sales department. All very strange and really leads to the question of impartiality by the Ombudsman. I've been told despite the evidence they will not change their decision. So, in summary, we all paid for a service EE told us worked yet EE knew it didn't, it is down to us to establish before taking a contract out that the product is faulty, and the ombudsman is clearly unfit for purpose. Good luck to everyone here with their own experiences, I hope they are better than mine.

[qucharsky]

Wow I’m glad you got it working but shocked at the ombudsman’s decision. How did you get it working btw? Most of us are waiting for the promised fix on 25th 😂 

[Wbrett01]

It really is disgusting but to be honest it does not surprise me.
I've read on here that ee offered customers to leave there contract without
penalty that was there idea of compensation for selling a product that
didn't work.
Lost all faith in ee!

[SMiller100]

Hi. It literally started working at the beginning of March. One of the EE team rang me a few days later and told me they thought they had sorted it for about 50% and were really hoping to ha me everyone else working by the end of the month. 

[qucharsky]

Great news gives the rest of us some hope! Fingers crossed 🤞 There’s another issue that seems to plague a lot of people that we can’t see our bills at all. For me it’s mobile account not showing anything 😂

[KJCook]

Numerous posts mentioning a router firmware update due on March 25th. Can someone from EE support confirm if this is correct? And if so, are they confident it will resolve the many issues highlighted throughout this post?

[qucharsky]

I was told this by EE advisor when they called me back with an update recently and few others were told as well. I noticed my billing started working again today so maybe something is happening behind the scenes.

[Kta121963]

I'm another refugee from BT. And, it appears, another person who can't get anything decent out of the app. Only rarely does it any the router is there, and never identifies my 2 extenders. Most of the time says all my devices are off line and never recognises the groups I've set up.

Never thought I'd say that the BT app was better!!!!!

[GosforthUK]

To be fair, I need to agree with You @Kta121963 , BT app and all FF900 were just working, at a reasonable level.

And I am one of the few lucky ones, who saw EE 1.6 package activated almost without trouble, but limitations imposed on HW (only 1 Gbps LAN on 1.6 Gbps product ) alongside messed up FW upgrade (which reduced my speed, and required re-build the line and re-initialize router) made me ditch EE SH+ (2023) completely, and I am running now pure third-party setup, without any issue, with full 1.6 Gbps speed over...

Seeing, how many people have troubles, I am glad as it just working :)), need to still deal with empty promises about an option for EE TV to add, which I guess will end up with competitors' TV IPTV devices because EE isn't able to provide me their EE TV for 4 months now...