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
