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?

[thomsea]

I have literally spent entire afternoon talking to about 6 different technical people to help with connect Wifi set up to router. Wifi is working fine. We had parental controls set up through BT. EE said no change just paper work but now we can’t access parental controls!!!! And are not able to swop back to BT! Incredibly frustrating! Advertising one thing but unable to make it work!! At this rate want to cancel contract and mobile ones too!

[JimM11]

@thomsea When did you change?

[Ega]

Since I moved from BT to EE i cannot get access to parental control since April 2024. Tried probably 100 times no success. Spoke to EE’s technical teams around 50 times no success. They just lie to get rid of me such as you will be contacted by a special team, i will get this sorted in 3 days etc. 

I have given up on this as EE does not have any intention to fix it. I cannot terminate my contract without paying £600 to EE. Will definitely leave EE once my contract expires. No intention at all to stay with them. 

[JimM11]

@Ega Raise a formal complaint, in the help above click on it, search complaint, find the online form and fill it out. It has to be dealt with... If you need help to find post back. Saved you some time form below.

Fill out our complaints form | Help | EE

[BillSh]

February

[thomsea]

The 19th of Sep.

[Yahia1]

I have this exact problem and have been repeatedly calling them and two occasions they tell me that it is being referred to a different outsourced team and today I was told that the broadband plus service I have signed up to doesn’t even have this feature despite their adverts and emails stating that it does. I have filed a complaint twice and have been ignored. I have 7 phone lines with EE and will be looking to moving everything away if this isn’t sorted soon. 

[XRaySpeX]

@Yahia1 : When you say "broadband plus" do you actually mean the BB plan that EE calls "Fibre Plus"? If so, that's a legacy plan & the WiFi Controls are not available for those,  How long you had this plan?

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[Yahia1]

I got this deal with EE which has WiFi control as the main selling point in all the online ads and email correspondence. Surely it’s not what you have said because that is what the lady told me today.  I got it 3 weeks ago. 
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[XRaySpeX]

@Yahia1 : Ah, OK, it's not a legacy product. Forget what I said. The "Plus" was to do with the router. LOL!