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?

[JPurdy]

Having same issue. Can’t connect my Broadband account to my mobile account. 

I did have both mobile and broadband accessible through the app, during a recent broadband upgrade which meant I have to move to a BT account for a day and then back to EE, means I can no longer view my EEbroadband details through my app. Have been promised this will be sorted. Really poor customer service from EE and no fix has been offered. 

[JPurdy]

Guess this is what happens when 2 companies merge. Service from EE prior to merging with BT was exemplary. Not it’s gone to pot! 

[XRaySpeX]

@JPurdy : BT took over EE in 2016. They have both been separate ISPs within the BT Group since then incl. during this introduction of EE New BB.

[SirAliofOakley]

I had three msgs saying someone would call and not one missed call on my phone.  Then my open call was closed.  What is funny is that the messages are all from no reply @ emails. 
Still no joy with broadband management via the app. 

[Markitos21]

Same here, but if you have a tablet (iPad) the app works to manage your broadband 

[qucharsky]

I’m just getting weekly texts at the moment with pretty much ‘No update’ and we are still working on your case. I mean sure as hell someone has been working 6 months and done absolutely nothing 😂 I’m using my permission to cancel tomorrow. Enough is enough.

[beejaypee]

Same issue.  Lamenting the fact I allowed myself to be mis-sold to.

Was blissfully happy with BT and BT app to manage the multitude of devices my children are connected to.

Switch to an EE Broadband Product and cue the start of countless hours of try this, try that, not sure whats happening here, someone will get back to you  blah, blah blah.

The EE Broadband app lags to the point that it is all but un-useable. Absolute Cr@p.

The usual hiding behind the "we are experiencing unprecedented volume of calls - wait time is over x number of minutes.

Cr@ppy product. NOT ready for market. Poor customer service.

[Derang]

I was in the same position, switched to BT in January and then re-contracted to EE in March. Home phone no longer worked and kept dropping calls, No access to account details or bills, app wouldn’t link account, no way to control the WiFi functions, etc.

I gave up after a few months of broken promises of callbacks and missed fix dates. and took the option to walk away from EE without penalty. To be fair the guy I was dealing with was great and admitted that these were known issues and agreed that the service I signed up to wasn’t being provided. 

The products themselves are good and offer similar tv content to Sky/Virgin but the back end infrastructure and internal EE systems are awful.

I ended up switching back to Sky for broadband and tv, got a good (new cust) deal and everything just works as expected and as it should. The whole experience has put me off using BT/EE in the future.

Good luck to all suffering with the same issues, I genuinely do hope that EE sort themselves out, and start being more open to customers about these issues.

[asrehman]

The EE home app does not work with ee smart hub plus

[JimM11]

@asrehman You are correct wrong app for your mentioned Router!