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]

It's ridiculous that it obviously doesn't work at all and there still
advertising every where for this service.
I complained at the beginning of December and I have recently received an
email stating they have close my complaint, it's disgusting and completely
false advertising.
I've yet to here of a single customer it has actually worked for.
It's about time we as consumers get together as a group and complain the
ombudsman and the financial conduct authority.
They are quite happy to take our money every week for a service we were
have never received!

[Eddy2760]

Just an update my end. 

TMC, router manufacturer and app developers are all looking into this issue. 
I was on a call with TMC yesterday and done a screen recording of the issues my app was throwing at me… we went into everything and then sent them the recording via email. 
they will now forward it onto the other departments so they can start working on a solution. 
I am sure it will be sorted as soon as they find out what the issue is. 
remember BT and EE used to be completely different companies that had now become one for most consumers and BT is separate now for businesses customers. 
there is going to be hiccups and they will be sorted 👌 hopefully lol. 
if everything else is working, like your speeds and stuff then happy days 👌 after the 3months then give them a call and see if you can get a discount applied as you are not receiving the full benefits. Thats what I’m going to do soon 👌 even if it’s just a 10% discount it’s something as my speeds are good 👌 fingers crossed the controls will be sorted soon 🤞

[Angelis90]

I sent ee a screen record back in November.. looks like nobody bothered to actually work out what the problem was 🙄

[Wbrett01]

I've had mine since October!
At the end of the day yes there will be teething issues with all new tech
but its never worked and doesn't look like it's going to be resolved any
day soon!
It's been faulsy sold and I think it's disgusting that there still
advertising this on all media platforms.
If I had know I would have probably purchased my broadband from another
supplier as this service was the deciding factor in my purchase.

[qucharsky]

So new app update and no change to the problems we’ve been experiencing. I was told it’s something to do with our accounts and broadband not being linked properly to it even though I can see it and do everything as normal apparently it’s something in the background that is preventing me from being able to link the router to the app. But I’m nowhere nearer to resolving this then I was 3 months ago 🤷‍♂️

[Eddy2760]

Update, 

Been talking with TMC and going over some of the new changes they have implemented. 
All the teams involved to try and get this to work are working on fixes. 
what I gather from this is that some of us are experiencing data corruption due to the swop over of systems when BT and EE combined into one and now EE becoming the public front for BT they have been doing a lot of upgrades. 
Yes it is frustrating for some as they may have had the feature while on BT, but think, EE didn’t when it wasn’t under BT. Now they are they are combining it all, this will cause some issues as with any company. 
Remember this is not affecting all consumers only a portion l, its just seems like this is an issue across the board. 
If it’s only the WiFi controls that ain’t working but your speeds and connectivity is fine then hold out 👌 it will get fixed at some stage 👌 

If you are experiencing any other problems then there could be other issues the trouble shouting team can help you with 👌 

P.s I do not work for EE if that’s what it seems lol, I took up this broadband for the WiFi controls and coming over from Sky Broadband… just a patient customer 👌 my speeds are perfect, my extenders are working 👌 just waiting on the controls 👌👌

[Leon380]

Thanks for the update. It’s nice to be kept in the loop. The silence from EE is deafening. I understand they have issues, but there should be regular updates. I will be patient as long as I know things are happening. 

[Eddy2760]

Hey @Leon380  👋 

Yeah I get you, I think they are swamped at the moment as they may found the bug or the Data corruption part and it’s giving them headaches lol.

It would be nice they give everyone an update that is linked into this but they may fall short of this due to the scale of the issue. 
I been working a little closer with the TMC via phone call and screen recording the trials of the new app that was released yesterday with a chance of data corrupting my account further lol but I’m willing to give it a go to help all👌 as may a few other customers that was first experiencing these issues from the start of the new system. 
I found the new update before it went live cleaned up the issues going onto the store and that the part of manage had changed and I could now see the controls aspect but again, when you click on there the same issue arises with the error code. 
but most of the other features works within the app now (or should do) so desired to implement that update for now so all has better access to their other accounts and store 👌 

hopefully I shall be getting another call this week or next to trial more and fingers crossed they can pinpoint more issues and sort it quicker. 

I will keep all updated soon as I know more 👌👌

[BennyB0Y]

Hi Eddy,

I agree. This is indeed a large scale problem. I'm helping EE with data from my system for this problem. They have been in touch with me within the last few days collecting further information. The fix for the problem indeed will not come overnight, so I'm just hanging on in there. Apart from that the Broadband and WiFi are working OK.

Here's hoping the solution comes soon.

Best regards.

[Greg11908]

The app isn’t working EE staff will confirm that yet EEstill sell it as a feature , EE need to be brought to task on this .