New 1.6gbps service.

[Phillipbr00ks]

Hi. Activation date was 25th April. Still can't see any of my plan details on the EE app/website.

When I press wifi controls on EE app it tells me my hub needs updating. So I press done and its stuck updating. But never actually updates anything. I cannot use parental controls or WiFi controls and within a house of 4 children. This is a must. I need this sorting ASAP. I have rebooted the router and factory reset it too. Wiped cache and app data of the EE app and uninstalled and reinstalled. Both on android and ios to no avail. Still stuck on this screen.

 

[JimM11]

@Phillipbr00ks While your picture is waiting to be approved, was this a new install or upgrade to the latest speed, new hub which type, there are a lot of issues regarding app etc, it does take a little while but your router should have updated when it was activated. Is your internet working as far as you can see, but you only have app issues? Did you just come from a BT to EE as a new customer.

[Phillipbr00ks]

@JimM11 

I moved from BT full fibre 900 +halo3.

I've moved to EE busiest home bundle so with the SH+ and smart WiFi. My broadband works perfect. Just literally the WiFi controls button within the EE app will not work as its stuck at updating the hub screen. I need the parental controls. 

My hub firmware as it stand currently is...

r1.34.0-R-994210-PROD-83002

 

[JimM11]

@Phillipbr00ks If you goto the EE web page using laptop or pc, are you able to logon to the site using your EE id?

When and if you can get there, can you see that your profile is good. The latest android version of the app is 5.35.0 and i had to use my laptop to get the Broadband and Mobile accounts to sync, the mobile app would just not do it. 

And there are a lot of problems it seems, with accounts moving from BT to EE so that you know...

And the hub is at the latest FW also at least it has updated.

[Phillipbr00ks]

I don't have a mobile account I'm a broadband only customer. I can't see my broadband plan. An error says cannot display this information. 

I didn't migrate from BT I came to EE as a brand new customer from BT I ended my contract with BT early. 

Just don't see why we have to use the EE app to control router settings. It should be able to be changed via the routers admin page. Why can't EE just let us use that rather than a combination of both admin page and EE app

[Phillipbr00ks]

Few more screenshots of my account..

 

My broadband order still says pending. When my broadband is live. See pic below

[Mod edit: order number removed as it contained personal information]
 

[JimM11]

@Phillipbr00ks It does seem to take some time for all the details to filter through the system don't know why but it looks like it is going in the right direction, at least you can see your bill, so some details are getting there. Reason why i asked if you were to log on with another device was as i said, had trouble to start with on the mobile app, so not sure if the laptop got it all going.

They have locked the router right down via the web app, and unfortunately the app is the only way to control, it is for sure not the correct way to go but someone thought it was a good idea until it does not work. Only been 1 month in for me and came from sky, must have been one of the lucky ones, no real issues but do not need to use many of the stupid features!!!!

Once your account changes to installed on the order who knows, have you tried to call customer service?

[Phillipbr00ks]

I have yes but they can't help they are as much use as a chocolate fireguard 😂

[JimM11]

@Phillipbr00ks Thought they may have at least found why your install is not fully complete, can understand about the app just to many variables as far as i am concerned, android user myself, but not a huge mobile user, had to because of this router but as i say, not using all of the features but it was a little slow to get it all going, few versions on the play store, but i did the one with EE Game, home work and learn, and does look like yours. Version is 5.35.0 just double checked to be sure unless its a setting on the app that is oops not correct. 

Checked my order status on web does say complete, and was on the day of activation also if that helps.

[Brugie58]

You seem to lucky

I went from Sky FTTP on the 16th, still no service on the new 1.6Gb service

Openreach are saying there are network issues, which they are trying to fix by a specialist team

12 days without service, not good

At least EE have sent me a backup hub, but its painfully slow