Poor connection and app not working

[Clbromle]

After a month we finally got we fibre installed on Friday. 

We had brilliant connectivity until Sunday night and now it is intermittently disconnecting. My son's pc that is next to the router location will not connect. 

I can't use the WiFi control features either as my app will not load. 

It was working fine until Sunday morning. I have uninstalled and reinstalled several times that initially lets me log in but the I use got a rotating black load icon. 

It's not filling me with confidence for the service as it's taken open reach a month to install with missed follow up after missed follow up. Though customer service has been helpful. Can they help out with this as if not I'm leaving my contract.

[JimM11]

@Clbromle What EE router do you have? when it disconnect's is the colour of the EE Logo changing? PC connected by Ethernet cable or via wireless?

[Mustrum]

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@Clbromle wrote:

It's not filling me with confidence for the service as it's taken open reach a month to install with missed follow up after missed follow up. Though customer service has been helpful. Can they help out with this as if not I'm leaving my contract.

@Clbromle  dor sure customer services can help you, alas no one on here has account access and the vast majority of replies are from fellow customers.

But do give customer services a call in the morning and I am sure they will be able to help.

I am not clear if it is just the app that is not working or if it is Broadband - and if so what lights are showing on the ONT?

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[Clbromle]

Router is next to latest not the WiFi 6

Lights remain the same. 

Connectivity dependent on device. 

My phone for example only has good connection, my son's pc no signal ( he can connect via EE mobile data) oddly we can pick up excellent signal strength from a neighbours router down road.

App will not work and no WiFi controls

[JimM11]

@Clbromle If you feel that you are able to do this. http://192.168.1.254 to get to the hub manager, you want to go to advanced settings, then Technical log, that will ask you for the admin password, then have a look in the event log, You can set filters in category etc to limit the pages, one of those would be wan to see what is happening.

When you changed, you still have the same router that worked happily on the old service is that correct.

You had new fibre fitted, a new ont fitted to connect the fibre and the EE Smarthub (2003) model that you have, and then the question of the cable from the EE wan port to the ONT lan port, were did that one come from.

You can also look at the status first page. and the Technical log information, do not know that model so not sure what display's but anything weird like only been up hours when you have had it on for day's. Some things to try.

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