EE app wifi control still not working!!

[Jsunbarry02]

 I am one of the customers who cannot access the wifi controls on the EE app for the new broadband service. Can see loads of people are having the same issue. I have tried deleting and reinstalling the app and rebooting the router but like everyone else this doesn’t work. It seems to be an issue that has been ongoing for years. I am a legacy customer upgrading to the new version and there is nothing to show for it. One of the main reasons I upgraded was because of the wifi control feature that I cannot access. This is false advertising and whenever I call up, EE tech support state they are updating the software or to give it some time…. Has there been a work around done for this yet? 

[LewisWellings]

Currently experiencing the same issue, very frustrating. I was a legacy EE customer and have just switched to new EE because of the Summer deals etc.

[Chris_B]

@Jsunbarry02

what colour is the router you have ?   
and new EE broadband hasn’t been available for a year yet so it’s not years that this problem has be present.     

[Jsunbarry02]

Hi Chris,

The Colour is white. I am paying for Gigabit Home broadband after upgrading from 500mb Legacy which was black in Colour. I meant years as in figuratively for the App in general. The app hasn’t been very feature laden as BT for example and the WiFi controls I was promised I could do is just the icing on the cake!

cheers 

[Chris_B]

@Jsunbarry02   If you have the white router you need to use the EE HOME APP.  The EE app is only for the new black EE router which is for New EE broadband, you don’t have this with the white router. 

You have the EE smart router not the EE smart hub plus router. 

EE legacy broadband customers cannot yet upgrade to new EE broadband.  

EE smart router  (EE HOME APP & Via a IP address via a web browser) 

EE Smart Hub Plus. (EE app ) 

 

[Chris_B]

@Jsunbarry02  Your previous hub was this and that’s the the EE smart hub.    ( no app to control it it’s via a IP address from a web browser) 

 

[Jsunbarry02]

Sorry, my apologies. My current router is the EE SMART HUB PLUS with the EE app. 

My previous one was the white one. I have ee sims as well so have been using the ee app for some time. I’ve never been with BT but I know what their app interface looks like and functions like. The fact of the matter is, I can’t control my wifi from the app. I haven’t been able to since I upgraded to the new router. I was promised I could do so and upon contacting customer service, was told it was a technical error. I updated the app today and to no avail. 

[Chris_B]

@Jsunbarry02  Ok.    Just to check have you allowed the app to use your location?  When trying to connect to the router ?  You have used the QR code that’s on the plastic bit you pull out of the top of the router?      I got this router a few weeks ago and had no issues with the app or connecting to the router I even had an issue today with it that forced me to uninstall the app and set up everything again it it worked straight the way after I went through the setup process again.      If you can hold on  with me I’ll do this again and take screen shots of the process just to make sure you are doing exactly the same as me.    Unfortunately this will not be until tomorrow now,   Probably around 6-7pm.       

[Jsunbarry02]

Hi, I have done all the above. Setting up via qr code, allowing location access etc. is it anything to do with a EEid? I believe I have to set this up as I came from legacy. That’s what I got at least from tech support and I need to set that up in the website which I haven’t been able to do. 

[Chris_B]

@Jsunbarry02    Not sure what you’ve been told but I just did plug and play and once my broadband went live I was able to set this up with the app.      

 You say you was a legacy BB customer, I’m surprised you got this then as new EE broadband isn’t yet available to legacy BB customers.     I was a trial and I’ve only been live for around 3 weeks now.  My connection wasn’t sorted via customer support it was a different process ( a trial and test team ).  as legacy customers can not do this online/via customer services the system should refuse it to happen.