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?

[Greg11908]

Thousands of people suffering this it’s no use the empty we promises I raised s complaint on the 4th December 2023 still not resolved it as the app simply doesn’t work . EE needs to own up to this . 

[Ryan01]

Hi, I’m having the same issue also, I did get somewhere with it, if you ask the broadband tech team  if they could send it off to a team called TMC they will look further into it for you like they have for myself.

i hope this helps you make some progress on the issue.

[gregg1908]

Thanks trying this suggestion was on hold and they cut me off 😀 wouldn’t recommend EE to anyone . 

[v6villan]

Having the same issues after switching to EE  broadband from BT broadband.

Can't use wifi controls  or conduct speedtests from the EE app. Worked for a week then stopped. Strangely if I access these features on my old BT app they still work. 

Been going round in circles with Customer  service. Not confident  they will fix this anytime soon.

[KJCook]

The EE WiFi Controls part of the app has not worked correctly since I moved from BT to ‘new’ EE in early Jan. it is the worst app I have seen released by any company. It simply doesn’t work. It is constantly giving errors and is no use whatsoever. It has got even worse for me today - trying the app on both iPhone and iPad it tells me that I am not connected to my home network, which clearly I am. To make matters worse it will now not let me access the router via a browser on 192.168.1.254! An EE logo appears for 10 seconds then a CHOP3-800 error. So I have no access to view or change router settings. Unbelievable.

[Greycat70]

I also cannot access WiFi control from the app.

i understand this is because my EE phone account and broadband accounts are not yet merged together.

[KarlTheWookie]

Could I get some assistance with this issue too please 

[Dondo50]

I emailed EE to complain only for the complaint to be closed as it's a "known issue".  I stated they are selling a product that clearly doesn't work but all I got was that it was being worked on but they couldnt give a time frame for the fix

[StormSparrow]

So over 2 months on from when I first phoned ee this issue is ongoing. I had a call from their tech support yesterday. As before they are aware of this and a fix was recently released however this only caused further issues (I think someone else addressed this earlier). They are still working on it and will keep me updated. Thankfully (for me) I can still use my previous ee router which has all the working functions on it (wifi controls etc). I did mention any potential compensation being offered for this  but it didn't look like anything was . 

[qucharsky]

To all - don’t give up. If they decline to pay any compensation (although don’t expect much) then ask for a deadlock letter and go to ombudsman. They will decide the level of compensation and might allow you to leave penalty free. Unfortunately it seems it depends on who you get as your complaint manager as it seems the decision differ vastly. I was offered £40 and to leave penalty free if not fixed by March. Although not happy with the compensation it is better then nothing and at least I’m not a prisoner of their contract 😂