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?

[Linzi_H]

Hi @Spitfire400 

Welcome to the Community.

I think the advice above from @JimM11 to delete the app and reinstall is a great starting point. Please let us know if this changes your experience at all.

What router are you using?
How long has this not worked as expected for you?

Have you logged this with our team over the phone, and if so, what was the advice?

Speak soon,
Linzi 

[JimM11]

@Linzi_H @Spitfire400 Please be advised that i DO not say to uninstall/reinstall the app in any shape or form. Jim

[Spitfire400]

Hi @Linzi_H 

The router being used as provided by EE is the Smart Hub Pro running app version 2.34.2 and firmware r2.64.7-R-1303938-PROD-1. This has not been working now for at least 6 months, since the app was last updated through the App Store on my iPhone 14 Pro Max running iOS version 18.5.

I have logged it with said team over the phone multiple times, the same team who have not yet been able to remove an old number as previously I had other profiles setup when I tried to order the 1.6Gbps service at an address already serviced under a BT fibre connection, creating lots of user profiles. The profile I use for this broadband connection might have been one of them but I have successfully attached my account number to that profile, which took about 3 weeks to get setup also due to inconsistencies in the EE website. I can log in online via ee.co.uk and manage the usual stuff on the website but the app refuses to open it's goodies for me to use such as speed test, ping optimiser, safe search, work mode, geo filter etc. The main problem seems to be that I can't see the speed coming to my hub either on app or web portal Hub Manager.

I have signed out the app, deleted the app, rebooted my phone, left it a week then re-installed app, re-paired smart hub pro with app, copied settings over from the smart hub pro to the smart hub pro, setup the smart wifi plus device upstairs. None of this works when the problem is with the actual app and how it connects me to EE's own services.

Logging it with the team on the phone normally either ends with "we will pass it over to the team who can fix it, they will promise a callback that never happens" or "can you hold please while I chase this up for you", then they disconnect the call. Today they even called back after this and hung up as soon as I answered. It's not their fault they can't fix it. They should have an escalation path, but clearly don't or don't know what it is.

Bob

[JimM11]

@Spitfire400 Try the www.fast.com speed test, it is a 2 hit test, so allow it to run for a few minutes, when you see the update appear click on it and it will throw out all the values....

[Linzi_H]

I've sent over a Private Message @Spitfire400 
Please get back to me when you can.

Thanks,
Linzi 

[JamToon88]

I have exactly the same issue and I have uninstalled and reinstalled the app reconnected but it now never works. It has worked fine in the past. 
Since moving from BT to EE I have found the whole internet service being provided terrible. I also constantly get my Sky disconnecting from the internet which wasn’t something that happened previously. As soon as my contract is up I will be leaving 

[Leanne_T]

Hi there @JamToon88 

Thanks for coming to the community. 

I would suggest getting in touch with our broadband tech guides, they can get the EE app looked into to help you get access to all features of the app. 

If you're having connection problems, please see the Fix An EE Broadband Connection Problem for steps to try 🙂

Leanne. 

[Arkit2000]

The problem is that they are moving people over to EE from BT automatically
now. Sad but true.

[jon_1103]

The issue with the App WiFi controls has been present for some time. Although it initially worked when I joined EE 18 months ago, it started for me after I moved address, and I ended up purchasing a new 3rd-party router to manage my network and get better coverage.
A few months ago, I bought a Smart Hub Pro (not directly from EE, as I don't feel £10 a month is a fair price) and have been using it to some success, but the app controls do not work; I suspect EE may need to do something on their end.

Either way, the app is flaky at best, and I use the web UI, except that some functions only work in the app.

[JimM11]

@jon_1103 The EE Pro had you bought it from EE is registered on the system, you will find that the app will never be off any use to you for trying to control that EE Router!