Disasterous when the App is taken down but you have paused the wifi on kids.

[Dawsy2]

Do you know if there is any way to unpause it without using the app? It’s happened to me twice now and it so annoying.

[Alex_H · Accepted solution]

Hi @Dawsy2,

Welcome to the EE Community

Currently it is only possible to use WiFi controls to pause or un-pause devices via the EE app. From time to time we do take the EE app offline for maintenance, but we do schedule this in for times when app usage is usually at its lowest to minimise disruption as much as possible. 

I am sorry for any inconvenience as I appreciate it can be annoying. If you are regularly pausing and un-pausing the same devices around the same times on certain days, you can setup schedules for device groups within the EE app. Then the WiFi is paused and un-paused automatically on those devices during the scheduled hours, avoiding the need to do it manually. 

Alex

[JimM11]

@Dawsy2 No way App only!

[Ryuwarrior89]

Hi,

Can you forward a request to higher ups to look into this tho? I put it on to stop my kid getting up in the night and going online (it's happened before and I'm a really deep sleeper). If I'm up late, it leaves me with no access to the internet. Maybe on option to disable pauses while the app is offline? We know it's not your fault but it's crazy annoying. What if we're trying to work? Or dealing with a crisis? Seems excessively unhelpful.

Thanks.

[Christopher_G]

Hi @Ryuwarrior89 

We appreciate your feedback and will definitely pass your comments over to the relevant team for them to consider.

Chris

[Gennineb88]

Its absolutely ridiculous!! We paused ours for the night and it has been almost 24hrs that we can not get back on because the app is down, which has resulted in us loosing a days work! We then tried to use the help option to get to speak to someone which then charges you for sending the texts back!!! 

[Christopher_G]

Hi @Gennineb88 

Welcome to the community.

We're aware of a small number of customers who were able to access their EE accounts online, but weren't able to use the EE app yesterday. A fix was put in place last night, and users should be able to log in as normal this morning. We're sorry for any inconvenience.

Chris