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?

[Karen1902]

I am unable to access the manage function and WiFi controls in the EE app for my broadband. There are two different error warnings one saying it’s EEs fault and the other saying I’m not allowed to access?! 

Any help would be appreciated. I’ve had nothing but problems with my new hub since it arrived in November!

[Paddy-B]

Hi @AndyMunro91 and @Karen1902,

Thank you for posting. I'm sorry if you aren't able to use the EE app to manage your Smart Hub plus. If you send me the details, I'll be able to get this investigated.

I have sent you a private message with instructions on how to contact the team.  

Thanks,

Paddy

[XRaySpeX]

@Karen1902 : Nor are they working for many other BB users. Just search this BB forum.

[Neil-O]

Hi @Karen1902 I'm sorry you're having problems with the MyEE app, I'll send you a private message so you can send us your details and we'll get it looked into.

Thanks

Neil

[AKABarnesey]

Hi Neil,

For the benefit of those struggling with this problem who are  searching for a resolution, are these common issues? What can the wider community do to resolve without the need to post and contact EE?

I've had nothing but problems (including they majority of the above) since moving from BT two weeks ago. I'm also unable to even link my broadband account with my existing EE mobile account. The usability of the app and the overall app experience is poor and incredibly frustrating.

Thanks in advance.

[Stuart-H]

Hi @AKABarnesey 

Thanks for posting, we're aware of a few issues as highlighted on this thread at the moment we're investigating them on an individual basis which will allow us to highlight and feedback on anything that's going wrong.

I've dropped you a private message so you can get in touch we should be able to help link your Broadband and mobile account but just a heads up, we're really busy at present so it's taking longer than usual to reply but once you submit the details we'll get to you in turn.

Thanks

Stuart

[Finfanero]

I've had nothing but problems (including they majority of the above) since moving from BT two weeks ago. I'm also unable to even link my broadband account with my existing EE mobile account. The usability of the app and the overall app experience is poor and incredibly frustrating. Nothing seems to talk to each other including EE departments.

[garywood84]

@Finfanero I agree, the whole experience is frustrating, and falls far short of what we ought to expect from BT/EE. On the issue of linking your accounts: the self-service function on the website to allow linking of accounts consistently failed for me, too. However, I did manage to get them linked by calling 150 from my mobile. It took about 72 hours from the initial request to the accounts linking together, but at least that was one problem solved!

[Luttman]

Having exactly the same issue.

unable to access my router through the EE app since changing to the smart plus router, can’t  add my disc also and unable to use apple play on my TV since swapping over

[David-M]

Hi @Luttman and thanks for posting.

Sorry you're also having problems with the wifi controls. I'll get this looked into for you. Check your inbox for my message and drop me over the details.

Cheers

David