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?

[Melbury]

New equipment arrived today. Another BT Homehub2 and 2 EE disc replacements. Guess what ? I'm no further forward as the EE app wouldn't pair with the BT router.

Another phone call and I was told that EE app and equipment was not compatible with BT router! Why was this not mentioned before if true. What makes matters worse is that I can't no longer access my BT app.

Out of curiosity I tried connecting one of the EE discs with no joy.

[Kiddu1]

PLEASE PLEASE EVERYONE LISTEN 

 OPEN AN OFFICIAL COMPLAINT TO 

consumer - resolutions at bt . Com 

THATS THE ONLY WAY WE WILL GET THIS FIXED IN THE EE APP, THE NORMAL CUSTOMER SERVICE WONT BE ABLE TO HELP.

[XRaySpeX]

@Melbury : The white rectangular EE Smart WiFi Plus extenders are not compatible with the BT SH2.

[Melbury]

That's interesting as initially the WiFi extenders didn't work. Somehow my BT app started working again when I put old router back again( smart hub2) and I gave connecting the extender another go and got it to connect through the BT app. I'm now more confused 

[JimM11]

@Melbury Please take some time and post the model number of the Extender that EE sent to you? The EE app if it does pair with the BT Smarthub2, has some functional non working parts to it, ie struggles to do some setting's correctly, IF your BT app is working and controlling the BT router, then do not mess with it as you will be able to do somethings, do not know why its working but if you say it is, then 👍to that.If your extender is also working, test by going as far away from the router and extender in between, see if you can get to the internet with a device, should prove that you are possibly going through the extender...

[Melbury]

Hi. It's a smart WiFi SW10A.

It is working as my BT app is showing its connected and devices are connected to it.

I don't plan to keep it as my BT discs are good. I just wanted to see if it would connect. It's not what the last guide I spoke to said!

I am going to use the number posted earlier and speak with customer services.

[JimM11]

@Melbury I believe that the sw10a is compatible with your BT Smarthub2 router. The latest version the SW30a is the one that will not work with the router. EE call it the Smart wi-fi 2003, link to the help is below.

Setting up Smart WiFi | Broadband Help | EE

[Kingjuke]

Having the same problem. Have deleted the App and reinstalled but this has made no difference. Tried turning router on and off but still makes no difference. App stills refuses to pair with the router. Hopefully someone from EE will acknowledge the issue..☹️

[Stevef1964]

At least EE/BT are now admitting there is a problem when customers transfer from BT. I pointed that out to them months ago.

I now just get a txt every couple of weeks apologising and telling me they are working on it.

I feel another complaint email coming!!

How can they charge me every month for something that is not working as it is promoted?

[Eddy2760]

@Stevef1964 , @Kingjuke , @ALL 

I gave a detailed descriptions of the issues earlier in the posts. 

Some on this thread has had these issues from the start way back when these services first went live end of oct - November+. 

The issue is not with the equipment as many may think, it is the merger of BT and EE systems has created issues with a considerable number of customers accounts due to data corruptions etc. 

This issue mainly affects customers that has been with BT at some point and then transferred over to EE or Anyone that had BT in the past and had a legacy account and has then joined EE. 
 
Some how BT legacy Data (including current BT data transfer) conflicts with EE Data on the affected persons accounts, so it puts complications on affected accounts and thus creates problems with the WiFi controls as the system is waiting for the handshake 🤝 data saying all is set up and ready to go. 

Soon as all the data corruption is cleared up and corrected the issue can be resolved but it is unfortunately, a account by account issue to try and resolve and can take some time, min took around 6 months but it was sorted. 

Also as it was a new system there will be teething issues. The system is only nearly a year old and still some issues with the app and WiFi controls for a number of customers. It will get resolved at some point. 

also just to clear some confusion up with BT fans etc… BT has bought out EE so EE is now BT and the system you have is technically from BT with EE branding. 

Other than the WiFi controls, the speeds and system should work properly. If your getting low speeds or connection issues then these will be separate issues and would require a different issue raised. 

if it is just WiFi controls, call as you normally would and speak to the broadband team and ask them to either talk to the TMC (Technical Management Center) team as they are aware of these issues and can help, they may not be able to connect you to someone straight away but you can ask them to raise a request for them to contact you back via a preferred method and they will contact you when they are able to do so, they may be able to sort your issue straight away or inform you it may take some time 👌