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?

[F8talfury]

@garywood84 I had this and also a weird issue where it said it couldn’t update the router (didn’t need it)  I’ve had a look at my notes as to what I did / was done to get mine working.  For me the new iOS app & android app and the router being on the latest firmware helped.  One thing that was discovered was my broadband account wasn’t synced correctly in the backend existed on one & not the other (there’s multiple places it has to exist) . That was fixed then I literally rebooted the router. Reinstalled the app and bingo it worked.  One big gotcha is once it detects the router don’t get the admin password wrong it can crash the app, also if you’ve changed anything like the ssid or passwords when it gives the scan the qr code option select the manual option as the code won’t work as it depends on the router configuration being the defaults.   Hope this helps.

[monitorcurve]

The EE app is fundamentally broken and doesn't work properly, if you enjoy seeing green loading spinners and parts of the app that will just not load then you'll love the EE app, but if you actually want to manage anything then good luck.

I too have had the message that "you're not at home" blah blah when connected to WiFi and trying to manage the app, there's no solution to this, other than trying again at a later point because you'll just waste a lot of time refreshing it, restarting the router etc to no avail, because while you can see most of the devices on the router page, on the app it will show them all offline if you get that "not at home" message when you are at home and connected to WiFI.

I still have no idea why they moved all these settings to an app when it should be done on the router level, it's so bad. Not to mention the memory leaks on the router page, so loading anything takes forever because all you see is loading spinners.

[nelix01]

Just adding my name to these issues.  Whilst Wi-Fi performance is so far very good, the GUI and App are far from perfect.  I have a SH2 and Smart Wi-Fi Extender.   The Wi-Fi extender does not show up on the web GUI and whilst I can see it via the app, there are never any of my devices showing as connected.  There is some way to go to bring this up to an acceptable standard.

I did have an Eero set up from my previous supplier and the UX and App were very good and easy to use.

[Dhetr1]

I had all the same issues you described and have given up. There is a 14 day cooling off period. So i have invoked it. The joke is they can’t transfer you back to BT. But you can sign up yourself online and there is a big bonus…. As you moved to EE and they cancelled you Bt account - you go back to your old BT package but as a new customer so it is much cheaper….

[KJCook]

This screenshot just about sums up how bad the EE app is. Apparently the signal to my iPhone is faster than from the ONT to the ‘Smart’ Hub. My new EE 1.6ghz broadband has been working at roughly that speed for 6 weeks or so - albeit I haven’t been able to monitor or manage it thanks to the appalling EE app. Then on Friday for no reason it dropped to 300mb. They arranged an Openreach engineer today. He didn’t turn up or contact me. Rebooted the router for the umpteenth time and hey presto back to 1.6! However, 2 hours later it’s reporting these speeds. Plugged in my old Orbi router and immediately got 935mb speed . The Orbi only has a 1Gb port, so I suspect we are getting1.6 to the ONT and the problem is with the EE router \ firmware \ app. 
What a shocking service.

[mmanmyl]

I have the same problem,EE is not helping

[mmanmyl]

I have the same problem, also you tube video is not working but websites ok

[Daniel-S]

Hi @mmanmyl,

I am sorry that you haven't been able to get the help that you need.

I take it you phoned in and reported a fault? Our technical management centre should be handling this for you if you did ring in.

However, if you haven't gotten any luck, let me know and I'll send you a private message so we can raise this with them for you.

Thanks

Daniel-S

[Kylab1966]

I’m having the same issues with the manage my broadband. It shows my router as working well but shows all my connected devices as being offline. It won’t show my two connected Wi-Fi extenders. Although all lights are on and I think working. I keep getting the message our fault and to hit refresh. I think the app needs a lot more development. 
I have come from BT and their app was so easy to use 

[Soo17]

I am having exactly the same issue as others have explained on this thread. Rather fed up now….