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?

[Lionel75]

Hi, I am experiencing the same problem too, I can’t access the manage broadband on the EE app. This started two days ago after I updated the ee app , it was working fine before this update so must be the app. I have contacted ee but they don’t seem in a rush to sort it , will update you if it gets fixed . My son is not happy as I had already but a time limit on his PlayStation and I can’t change it as I can’t get in anymore ! Happy days 😩

[Pezza3]

I'm having the same problem too after changing from BT to EE

[Pezza3]

Can you send me a pm too as I cannot aet up wifi controls now.  No problems with BT

[Melbury]

A lot of responses on here have been to contact customer services and speak with a guide. Well, I have spoken to more guides than lord Baden Powell did on a summer camp with his scouts. The guides don't know the answer.

[Pezza3]

I am still having the same problem after speaking to technical support and loading the app on another device

[Ali_A]

Thanks for joining us on Community @Pezza3 

Are you able to view your account and billing information of your EE Broadband account through the EE App? 
WIFI controls can only be set up if the account is linked correctly.

Ali

[Kiddu1]

I have spoken to the executive team at BT and they have said they are aware of this issue, they have also said it’s due to settings on their side when they transfer a BT account to EE.

They have stated that there is no simple fix as there are a number different settings that all need to be changed based on the persons account, so it’s basically a trial and error approach at a per account level.

eventually they will get it working but if there are 100 settings, they need to go through each one and check with you, this process can take a few months of back and forth.

it’s actually a terrible service, but we are the 20% and the other 80% have no issue, so as the customer service manager said, it’s not a high priority for them to fix, so they are fixing each account manually.

there isn’t much you can do, no point going to court, all the stress and costs, just go through this process but with the executive complaints team, not customer service.

[Melbury]

Thanks for posting this. I made another call to EE today and spoke with a guide in Ireland. The outcome was that I am being sent a new router and disks. I'm hoping that it is the ee router but I'm not holding my breath.

[Hunterra]

Hi Melbury. They sent me a new EE router yesterday. Didn’t fix the issue, unfortunately. Hope you have better luck!

[Kiddu1]

I hope it works for you, but from what the executive complaint team are telling me is that this is a settings issue on their side in the users account, so basically a setting for your online user account, which is corrupted when they transfer a BT user to EE.

please do let us know if the hub change works.

I do think the EE hubs are also lower quality than the BT ones, the signal is weaker, devices that had no signal issues on the BT hub, are now saying hub is too far or signal weak.

probably intentional by BT/EE so that customers get their extension devices and pay more.

ee was the worst decision BT has ever made, a quality brand gone down the drain.