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?

[Kylab1966]

Odd it’s working now and has been for some time. It just needed an update

But thank you for your feedback

Regards Kyla
Sent from my iPhone

[JPurdy]

Thanks. But still not working for me. Can't access my broadband account from within my EE account like I used to be able to do. App is updated to current version. 

[JPurdy]

EE wouldn't give me the SmartHub Plus. The app still doesnt work with the router I have. 

[qucharsky]

I feel everyone’s pain mine was not working from when I took my broadband in October until like a month ago then someone at EE cancelled my broadband by accident then they had to open a new order and raised it on wrong account 😂 as you can see this is never ending. Now most is sorted but then Ee decided to update the app and make it ‘easier’ to manage your services and now I can’t see my broadband or Tv plans but WiFi controls mostly work now 😂

[Mark-13]

Hi Gary,

Did you ever get this issue resolved? I have just moved to EE today from BT and I am getting the same issue when trying to connect the App to the Router. 

Thanks

Mark 

[JordiPants]

I'm having the same issues with the smart hub set up. I have no control over what the children are doing or set time limits for them. 

I need this to get sorted ASAP. It's beyond a joke now. 

Please contact me. 

[JonProudfoot]

Same problems here - 3 months and app will still not pairing with Smart Hub Plus - loads of calls but no fix!!

[Kylab1966]

Do you already have an ee account that is maybe li led to your mobile phone. If so I was having the same trouble either my father in laws phone and app. Managed to set it up using another email address and linking it to the broadband account
Regards Kyla
Sent from my iPhone

[Artindoril2]

Exactly same issue here. Can't link my broadband to my mobile, and when I try to manage wifi manually it says an order is still open (according to 150 it isnt).

Had a case open with the app team twice, and never had a call back. It has left me with wifi enhancer that I'm paying for and can't use.

Wonder how many hours I'm going to be on the phone to 150 getting this one sorted. Took getting the exec complaints team involved to get the account issues fixed previously. Will have to make a call to them to get this one fixed ...

[Chris498]

My issue was finally resolved a couple of weeks ago. After many calls with 150, I was at the end of my tether and asked for the issue to be escalated. EE then stepped up and I had a weekly call with a Customer Care Team Leader (for quite a few months) until the issue was eventually resolved.