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?

[XRaySpeX]

@Tylerseedanee24 : Ofcom don't deal with individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[DillyMcKechnie]

My broadband settings and family control isn’t working at all.

[Peter_W]

Hey @DillyMcKechnie.

Thanks for reaching out to us here on the Community!

Have your WiFi controls worked in the past?

If you haven't already, I'd recommend deleting the app, then unplug your Hub for at least 10 seconds.

Once you've powered this back up and all connected you can redownload the app and give this another try.

Peter

[Pezza3]

I think everybody on this thread has tried that at least 100 times and still get the same problem!

[stereohaven]

Might as well add my woes with the EE app to this well trodden list…

Test speed doesn’t work and never has:

Very helpful

Safe search doesn’t work and never has:

When will you fix things?
Sometimes it tells me to install the Hybrid Connect or Smart WiFi Plus units when they already are, sometimes it shows that they are connected and also still need to be set up!

I’ve only got one!

At time of writing, once again both the Hybrid Connect and Smart WiFi Plus devices have disconnected. Once I reconnect they last about an hour and drop off again, rendering them pointless.

All troubleshooting guides, restarts etc. have no positive impact. Despite all my reservations about moving from BT, I still thought I would give EE the benefit of the doubt as the underlying broadband was the most stable and fastest I have ever had.

I have made a mistake, this is painful beyond belief. 😥

[Eddy2760]

Hey @stereohaven,

yeah there has been a lot of issues with the app and account migrations between BT and EE. 

Everyone think it’s EE tech etc but what everyone don’t understand EE is BT, BT is EE…

It’s just the integration of systems have sort of… corrupted data each company has on a customer, so in most cases there is a data corruption issue on user accounts preventing their use… it’s a long hall to try and sort out but at some stage it will. 

Have you contacted EE broadband team to log an issue with the TMC department (Technical Management Centre) and they may contact you directly to go through some trouble shooting, or look into your accounts etc. 

Other steps (you may have already tried) is to pin reset all your devices and start from scratch on set up. 
when pairing the SW Plus boxes, place it within a meter of your main hub, use the included Ethernet cable to connect it to the back of your router till the light turns solid turquoise, then disconnect the Ethernet cable from the plus box, it will flash etc then wait for it to go back to the solid colour, disconnect it from the power outlet and move it quickly to the desired location and reconnect the plus box, it should then drag the signal to that location and reconnect to a solid colour again within a few hrs if not within few minutes. 
repeat with the hybrid box 👌

hope this helps 

Eddy

[stereohaven]

Thanks for the tips @Eddy2760 , I’ll take a look and may reach out to EE to see if they can do anything 👍🏻

As most already know, BT systems were always a mess, but someone somewhere could usually override or manually push a button to make stuff happen. Starting from scratch with your system and it still being this much of a mess is unforgivable.

Who is EE’s software partner on this? Fujitsu? 🤣