EE app not working to manage Smart Hub Plus

[garywood84]

I've hit yet another snag since moving over from BT to EE: when I open the app and go to manage my broadband, and select WiFi, it says I can't manage the settings because I'm not connected to my home WiFi. But I am: the router shows the phone as connected and active and I can access the internet. 

Anyone else had this and did you find a fix?

[Chris498]

I've received both an email and text from EE this week confirming that the fix will be deployed on Tuesday 2nd April and that they will call me the day after to verify if the fix has worked. 

[RhyanTara]

Smarthub Plus

Firmware version: r1.29.0-R-950306-PROD-83002r 1. 2 9 .0

[qucharsky]

I’m praying this is for all of us and not just your account but I was told 25th and so far no fix and no one bothered to call me despite promising a call by yesterday…

[Chris498]

Here is part of the email I received... 

Many thanks for getting in touch, I'm sorry about the problems you're experiencing with the EE app after your accounts were merged. As you've seen from the community this is a known issue and a fix for the wifi controls is due to be implemented on the 2nd of April. I have raised a case with a specialist team who are managing this problem and let them know you're affected

[qucharsky]

Fingers crossed for you and for all of us 😂

[qucharsky]

Here we are 2nd of April - wondering what time this fix should go live but I’ll just assume it won’t happen like any previous dates promised…

[garywood84]

I haven't heard the 2 April date. My Executive Complaints Manager is telling me 10 April for the fix, and we have a call scheduled for that day for him to check if it's worked for me. I'm not holding my breath, but am really hoping that it will happen. I haven't had proper service since November!

[qucharsky]

I think everyone gets a different date then or they changed it again. You’re not alone I’ve been waiting since November too!

[Chris498]

My router was updated overnight to r1.34.0-R-994210-PROD-83002

I no longer receive the you are not connected message, but sadly I still not manage my system. Let's see what happens when EE follow up with me tomorrow

 

[qucharsky]

Mine is somehow not updating the firmware not sure why if it’s done in stages or something 😞