EE app

[Maxell]

I had full fibre about three weeks ago. The EE app worked all that time. The app then updated yesterday and now I can't  connect to the hub to see Wi-Fi controls, ect. I contacted EE and they said an update to correct this would be in two weeks. Anyone else have this problem?

[JimM11]

@Maxell Welcome to the world off the EE App, when it does not work or function as you expect especially when it was working you are in the lap off the gods with it, EE App cycle is every two weeks or so, suggest you stop Auto App update against it if/when you ever get it working again.

Depending on what you need to do and NOT Everything is available without the App, web manager may help with somethings, you can reach the hub by https://192.168.1.254 through your web browser!

[Maxell]

Thank you Jim, if EE release updates every two weeks do they have time to test everything works? I am wondering if "wait two weeks for an update" is a stock answer, could they fix it their end in reality?

[JimM11]

@Maxell Cannot say when as hated the app big time but pretty sure i had it not working for many many weeks, now had no need to do/use it for anything as no parental controls / scheduling etc but as the app is used for everything it's just a pain. Think the reason it stood out most is the billing notification side many weeks the app did not work, but just did the account via the web browser that way for downloading. NEVER EVER did that get rid reload it all tosh as there is just no need to be doing it at all. Another user has reported although he is managing to get to the hub with his it's slower than treacle pouring out a can currently. I used to maintain a schedule at one time but really not now as far to many variables and to heavily tied to the account, EE have decided that the App is it so you just need to comply no other way.

EE app release (Android) EE: Game, Home, Work & Learn - The EE Community

Unless other's pop on the Forum to suggest the App is a 💩 and stopped connecting it may just be the case that EE are aware it's stopped functioning, and agents have been told inform customers and do not spend any further time doing anything at all currently with it!

[Maxell]

The app is trying to do too many things.  In my view a dedicated app for broadband users would me more appropriate.

[Maxell]

I have had EE full fibre for a month and have exactly the same problem. It worked for first two weeks. Now  I can't see anything visually what is going on.

[ShadowCreek · Accepted solution]

Definitely follow this route by starting with the HELP text and once it confirms no issues found then it will offer you the chance to text back for assistance and a call back.  The agent had this sorted for me in no time.  The broadband did drop for a short while as the account got refreshed but that seemed to clear the issue and now I can see my Hub in the app again.  

[JimM11]

@ShadowCreek Glad it all got sorted, the app and the EE Hub are just so tied up to the account side now with all that is going on, but just way surprised that is what took to sort it all out, at least you can see the sucker again, that's all that matters in the End.....

[Maxell]

I did as you suggested and the app and website hub worked. I think because I upgraded quickly from plus to pro it caused a problem  with the account.

[ShadowCreek]

Good news.  Sounds like yours was a bit easier than mine.  It's obviously a weakness somewhere that we are seeing this.  

Oddly enough, once I got all the controls back I discovered my Compatible Network had been switched off.  My security cameras had all defaulted back to the main network, so I've had to manually reset them back onto the compatible network.