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?

[jon_1103]

I got the TP-Link AXE75, which is fine for my needs but you'd be better off looking at an Asus router as they offer lifetime parental controls on most of their models, plus you can side load custom firmware's which will probably allow blocking of VPN protocols/port. TP Link charge a subscription for parental controls and extras, even then stopping client VPNs is hard to do and will require a lot of research/testing.

[Melbury1]

I've been meaning to respond to this thread for sometime but got locked out. I posted my issues earlier in the thread.

I moved from BT to EE at the end of July and was told that the BT router would be compatible with the EE app . This wasn't so and I experienced the same problems already mentioned in this thread with the use of wifi controls.. After dozens of call I was given a worker in the Executive Complaints dept. Lots of conflicting advice had been given to me so they wanted one point of contact. Usual attempts to reload app etc suggested. Eventually all suggestions/ideas(groping in the dark!) failed and they decided to send me an EE router to replace my BT one. Guess what! EE app now fully working!

My advice is insist on EE router.

[paulfirestarter]

I have the very same issue and tried like you to reset router but nothing works for WiFi control's 

[JimM11]

@paulfirestarter You will need to call EE CS and have them take a look why on your account.

[paulfirestarter]

Thanks Jim 👍

[paulfirestarter]

To be honest Jim ...all the time I've been with EE since orange days I've never had so many issues all at once ...all these issues seen to have engulfed my time to resolve.   

On WiFi my total speed is only max at 260mbps when I have the full fibre 500...when I rune EE app to rest speed it always state meets minimum speed guarantee but this is only when connected to ethernet from the WiFi extender or directly from the router...the app is in its infancy in my opinion and poor user  interface which I hope EE address quickly or updated WiFi 7 router software as well as the WiFi pro extender

[JimM11]

@paulfirestarter Understand exactly how you feel, the latest EE Smarthub+ FW update caused me so many headaches on a perfectly good network, anyhow, with regards to the app does the speed test work from it, does a dual speed test with 1. speed to the router down/up then 2. test's the speed to the device. With and if you have low speeds device wise then that can be looked at, Ethernet speed test's are virtually always up near the max.

Will go have a look on the various posting's to see if i can find out what you have equipment wise.

[paulfirestarter]

Hi Jim...I used to be able to run speed test since a few days ago but not now as  I  cannot see this to able to run it which is strange. When i try to set up wifi controls...this is what i get....press wifi controls, click yes im at home, plug in the cables, scan (this opens up a scanner on your mobile), scan qr code on routers hub, once that is done it then prompts pairing with your hub, then it asks save this network?, click save. Once i do this it then prompts to say that my smart hub not online. check if your smart hub is switched on. if it is online check that your connected to the right WIFI network in your phone settings.... It says try again or goto settings - I cant get passed this to be able to connect?!!!!??

  I think that I'm so fed up with spending all my time onto EE Tech support that nothing really gets sorted out and just log a complaint reference which is no good to me.  I feel that these complaints should go to the EE guys whom developed the new app as its appallingly slow and unresponsive. When i was able to run a speed test on the app it did the test and met my speed guarantee but I don't agree as when running the speed test on the EE Home app its totally different 260mbps and not what I'm paying for 500mbps and is what I've been trying to state to tech advisors but they just wont acknowledge it. They also blame my mobile 5g phone for not being Wi-Fi 7 as the speed test using it also confirms max speed upto 260mbps which is what i get now Wi-Fi (wise). When connected to an extender i get 480mbps which is o.k. but again i have to wired via ethernet to achieve it (carrying out speed test on my pc).

I told the tech guys from ee that my safe search also has never worked on the app and just keeps saying don't worry its our fault? EE clearly needs to fix this development issue to the app and also patch update the Wi-Fi 7 software to the router and Wi-Fi extenders.

[JimM11]

@paulfirestarter What EE Router do you have, and extenders to match? Have you with the EE Smarthub+ but did not check all the post's, the app I AM not a fan off any mobile type to control a router, it is just wrong and there are way too many variables for that, sounds like you need EE CS to check the account side, the app is all tied into EE just not the router only....

I replied on your original post, will link on this one the EE router details have a look see what router you have from below.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Tylerseedanee24]

I have this exact same problem happened for a few months now since got the broadband. Got the app to work once I think then it all stopped working again. 

I used the EE messaging service for help and got the same response uninstall all this rubbish it's obviously there issue as happening to other s

EE actually gave up even giving me help for that. As my main issue is the WiFi 7 enhancer device, which find completely useless. I need it plugged into my son's pc upstairs and the device continues to disconnect randomly from the main router and not reconnect for hours no matter how many times I reset the internet move it closer to router anything. It sometimes randomly connects and stay for few days. Now I have officially given up with it. All I get told is the same for the app reset it restarts it all this nonsense it's not working.

Now I have made several complaints in which I get sent text every week saying as we havnt heard from "you" in 7 days we have closed your complaint. 

I have had EE mobile for over 5 years got the broadband switch from BT which says same service really. 

And it has caused me nothing but stress and my autistic son to have more meltdowns than had his whole life it's a nightmare.

So I'm reporting to OFCOM and the communications ombudsman. 

The app is never going to work, they have correlated there app to WiFi systems currently whatsoever so it's failing all these adverts on the TV promising rubbish get out of it while you can and go somewhere else.