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?

[Thommo54]

I have had technical look at it a few times. Kept getting told issues solved. Guess what! Not so. I'd cancel if I could.

[qucharsky]

Did you make a complaint- I did and got in writing I can leave anytime I want if it’s not fixed and £40 credit not much but at least I’m not tied up to it so might be worth doing it…

[Thommo54]

I ve given up. Speed is fine but rest is rubbish. 

[Thommo54]

Normal. Sorry 

[Gazzeck]

Hi, Yes I made an official complaint shortly after I went over to EE from
BT at the end of November 2023. I was told that it was a known fault and
that compensation would be only be discussed once the issue was resolved.
I am still waiting for this resolution to take place so have not been back
to EE Customer Services. The issue is taking a ridiculously long time for
EE to sort out and doesn't seem to prevent them from advertising their
product everywhere passing it on to lots of new customers which is
disgusting really! It sounds from your reply that they've given up trying!

[SMiller100]

I've not posted on here for a while as I was so fed up with complaining but... I have raised a complaint with the ombudsman following a letter from EE. The complaint is being investigated but EE have denied selling me a product they knew did not work. I'll see how that goes. On the plus side, as of this Monday the app and WiFi controls did finally seem to be working. And to be fair, the investigation team have either emailed or tried to phone me when they agreed to do so, I can't fault that.

[Dondo50]

When my initial complaint was closed I opened another.  EE have now said they will call me once a month to basically tell me the known issue is still unresolved and the features that attracted me to EE are not available and I have been mis sold the product.  Seriously though a monthly update is all they could offer so I lodged a complaint with ofcom, let's see how that goes.

[Slattimer]

I've just logged on today and happy now works for me with the controls. Had to go through app setting it up. All works fine.

[Gazzeck]

Mine's still not working, even after un-installing the EE App for the
umpteenth time!

[Eddy2760]

Yeah same my end at the moment. 

It seems to have been resolved for some but there is still a good portion of customers that are experiencing the same issues. 

There seems to be a big data corruption on old historical accounts possibly that’s linked to us etc, don’t hold me to that mind as I am just guessing lol. 

There maybe ways to try and restore it or correct the issues but I’m sure both EE, BT and their attached teams are trying to resolve the issues, yes we have all (most) have now started to pay full price for the services and are still not receiving the services we signed up for but you can call and should be able to get a discount applied or some sort of compensation for the issues or even be entitled to leave as our contracts are void etc.

 if your receiving good speeds and only missing the WiFi controls then try for discounts and just wait out 👌 if your experiencing other issues then contact the relevant team to try and get other issues sorted 👌

So far I am happy with the services I am receiving, I have excellent speeds and no black spots so no grumbling there 👌 yes I signed up mainly for the WiFi controls as they would suit me perfectly with my children!! But I have survived without them before I joined and still now, so I’ll just wait out and see if they can sort it 👌