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?

[Kiddu1]

You can’t go back to BT broadband as its only for business now, consumers are EE broadband.

you can cancel the contract due to this issue, the executive complaints team told me this is possible as they are aware of the fault and it’s due to their systems.

I think we should leave but BT won’t care as we are a small number, BT was a true quality brand, this merger has destroyed their brand, I now feel like I have a cheap broadband service with EE, talk talk would probably be better and that’s saying a lot.

[Kiddu1]

Latest I have is the EE TMC reaching out to me, they are the specialists engineers, tho funny they have no details of the issue or any screenshots you may have shared with EE as they don’t have access to other systems!

And there the ones who will fix the issue!

they called me to send them screenshots and video recordings, they acknowledged they know of this issue and that it may be due to different settings on their side.

I also told them that the latest app “pair with hub” button doesn’t work, click it and nothing happens, they weren’t even aware of this! 

previously if you migrated from BT to EE, their app gave you a choice to keep the same broadband name and password as on the BT hub, which helped not having to update all devices.

PLEASE NOTE, they have now removed this option, if the ask you to do a factory reset, you will have to setup all devices with the new details on the EE hub.

plus it still won’t connect to the hub via the app.

this EE company is a joke, a true disgrace 

[UncleDad]

For what it's worth I had this problem. Here is how I resolved it.

Firstly I couldn't add my broadband account to my EE ID. I had to call EE to find my account number (GB3 something) as all I had was my BT number(GB1 something).

It wouldn't let me add my EE account to my EE ID. So I phoned again and they fixed this behind the scenes (took about 2 hours after call - they said up to 24 - they also promised an email which never arrived).

Still no joy on parental controls. So I phoned tech support and they said my hub was showing as an unsupported device. One factory reset and it worked.

Now there is no guarantee that this will work for everyone but for me sorting out the account issue first. I was told that if there was any slight difference between your details e.g. you had Bob as your first name on BT but BOB (all caps) on EE then the transfer could fail.

[Kiddu1]

SOLUTION FOUND - EE sent me a smart hub plus, they said it has better software on it compared to the normal hub, and that it will fix the issue.

I didn’t think that would work, but it did! 

it’s not going to sync and setup straight away, you will get errors and will have to try a few times, but eventually it will sync with the app and you can then manage the broadband settings in the app.

I no longer think it was due to us being ex BT users, I think we the old BT users were sent old or shall I say first round of bad software hubs.

the smart hub plus will need a software update first, after that it will sync, then you can also add your previous hub name and password so that you don’t have to change details on your devices.

only downside to this app is that you can’t reboot the hub via the app.

plus download speeds are unreliable, on tests it keeps on saying we can do better and reboots, nothing changes, same speed issues.

just ask for the smart hub plus.

[Ega]

Mine is EE smart hub plus as well. Tried around 30 times but still not working.  You have mentioned that we need to update  a software first. Do you know how I can update it before I try again? Thanks.

[Kiddu1]

 

First keep on scanning the qr code, 9 out of 10 times it will fail to connect, click “done it” each time in the setup, I think it’s a total of 3 times, then it will say “check for updates” click okay, this takes about 20-30mins.

don’t loose hope it it doesn’t work, just expect that experience from EE, it will fail again and again, but eventually after about 20+ tries it will eventually work.

like I said EE is the death of BT, they will realise when it’s too late and then they will make all the EE staff redundant to save the BT brand and quality they use to stand for.

 

 

 

 

[XRaySpeX]

@Ega : The router will update itself when it & EE are ready.

[Ega]

 

I have tried 10 times and in all 10 times it does not go beyond this screenshot.  Thanks for sharing your screenshots. 

EE is a joke and very unprofessional. Selling broadband to households and there is no proper system that we can use parental control.  I have been trying to get this parental control since I moved from BT to EE in April 2024. 

[Ega]

when? I have been waiting since April 2024. 

[XRaySpeX]

@Ega : What firmware version does your SH+ router have?