EE broadband app WiFi controls spinning

[Huggons1]

EE broadband app WiFi controls spinning, when attempting to setup in app 

EE executive complaints team say that this is a known issue and affected customers (around 1000 affected customers app version 5.75.0) will have to wait for an app fix to resolve the issue.

Still not resolved in update 15/12/2025 app version 5.76.0. 5.76.0.was released today for both iOS and Android.

Same issue on IOS and Android. Just spinning, when attempting to setup wi-fi controls. Issue ongoing for months. Broadband support helpline not even aware of the issue and took a complaint to acknowledge the fault.

Hope this helps someone.

[Daymoalexander]

Having the same issues. Another post is circulating as well from earlier this week. CS advised me to raise a complaint which would be closed as there is no time frame for a fix. It’s annoying as I can’t control the home settings needed! At least the broadband itself works!

[Bob9395]

Christmas Eve and I have the same problem trying to connect my new WiFi 7 router to the app … spinning circle .. I rang the help desk who told me it’s a known issue and will be resolved in due course

[Daymoalexander]

My point. Wait how long. I asked what are they doing for compensating customers and they said nothing currently. 

my part fibre connection is not worth the hassle I’m moving 

[Huggons1]

You need to have the first level support team raise a fault to TMC Operations
Technical Management Centre team, to have the issue resolved. 

Hope this helps.

[Daymoalexander]

This has been done. I have a callback today from executive complaints so we will see what’s going to be done. Thanks for your advice. 

[Huggons1]

No worries, a word of warning though. I had a complaint logged with the Exec team and they were barking up the wrong tree and said that I would have to wait for a fix. I reached out to TMC, who could see what was causing the issue and corrected the data on my account, which was causing the  spinning issue. Had I left this to the Exec team, it would never have been resolved! 

[Daymoalexander]

I believe the executive team are regarding not being able to change my broadband package I’ve somehow upgraded to the full ultimate package on part fibre. Stuff I don’t need for that price!

I did escalate this as a first point of call to an advisor who said it will be logged with the team who do the app etc and that there is no time frame for a fix. It’s bad enough to make me go back to sky!

[Huggons1]

Hope you get it sorted soon. If all else fails, I can give you an email address to reach out to the team.

Kind regards 

[Daymoalexander]

That would be helpful tbh. As I haven’t been given a time to fix. This was working then it just stopped as my router was reset by the cube engineer. Now, as I tell them, I don’t have any access to controls. 

[Bob9395]

Could you lets me know the email address too please .. I rang today but not sure they logged it as I was told that they are “working on it” .. thanks, Bob