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?

[Finfanero]

Any chance of you inbox be to help me sort my issies

[David-M]

Sure thing @Finfanero 

Check your inbox and drop me over the details.

Cheers

David

[Bigry95]

Hi David I am having the same problem I can’t access my WiFi controls on the app it keeps saying that IAM not at home when I am connected to my WiFi thanks 

[David-M]

Thanks for posting about this @Bigry95 

We'll be happy to take a look for you. I've dropped you a message so send over the details. Just an FYI to those who have sent the information over, we are very 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.

Cheers

David

[KJCook]

Has anyone had any help / solutions for their issues? After 2 days of trying to get the App to work with the Smart Hub Plus and extenders I’m ready to cancel and switch back to BT. After 25 years working in IT I can honestly say that the App is the worst live product I’ve come across. It simply does not work. Did EE beta test it??

[Feester]

Did you get a resolution?  I called the helpdesk and they said the fix was being tested but no timeline.  Use of this app was only reason I took out the contract!

[Kaiser-sosa]

No solutions to date, just been sent another hub which I will set up tomorrow, I’m now seeing Alexa devices connected via Ethernet in the app which is not possible. 

half of my devices that are connected to my router never show in the app.

i also have a cloning issue of the WiFi extenders 

upload speed has now dropped to 75mb from 120mb 

it’s so frustrating 

[SirAliofOakley]

I too am having the same issue with the app saying can't connect. Network is working brilliantly but a shame I can't manage the wifi... 

[Stu0069]

Hi,

i have just been moved to EE after an issue with my BT hub and I’m having  the same issue connecting to the EE hub. 
The whole move has been a shambles and after 3 hrs on the phone with BT about the first problem I just can’t face that amount of time to deal with this one with EE. If someone has a fix can they let me know.

thanks 

[AKABarnesey]

At this point I'm pretty sure that there is no fix for the string of issues above. A month after posting on here and messaging with the team, calls with the team, I'm still no closer to linking accounts, but to their credit, EE do text me every couple of days to tell me there's still no fix...

I've had two engineers out, neither of whom have been able to fix my connection issues or set things up any better than I have (even their software couldn't do it, and they were disparaging about the app too). In fact, their software showed my hub had no WiFi enabled at all (they were connected to it!!) As well as a number of other unfixable issues.

I also now have high latency issues making the connection I do have inconsistent and at times unusable. I'm due a call from their technical team again tomorrow and will be cancelling my contract with immediate effect. Enough is enough.