Router and extender not shown in app after phone update

[Spook2]

Work upgraded my mobile phone a week ago, having reinstalled the app it shows my account details etc. bit not the hardware, therefore I can no longer manage my router and extenders from the app.

I called for support and was initially told it was because it wasn't an EE phone, then the phone needed to be added to my EE account - neither of which are needed as it works fine on my old phone with the same account details. In the end I was told to just wait.

In the app there is an option to set-up my internet / router, tried this in desperation but when it gets to linking to my account it says it is already linked...

How can I get my hardware to show in the app again?

Many Thanks

[JimM11]

@Spook2 App's and mobiles, linked accounts and all to get working, then if not you are going to need the assistance of EE to work it all out for you!

[Spook2]

So this is something I need to phone EE (again) about?

[Leanne_T]

Hi there @Spook2 

Thanks for coming to the community.

Could you try deleting the app, restarting the router and the reinstall the app to see if this works? If you could also check the EE ID is the same one you've used previously.  

If you have tried these step, please get back in touch with our technical support guides and they can get everything looked into at our end. 

Thanks 🙂

Leanne.

[Spook2]

I have tried as you suggested, I thought for a moment it had worked as after a few seconds of clicking on "Manage => Broadband" a new window opened but remained blank with a small pulsing grey area which I assumed it was trying to connect or collect data. Unfortunately after around 6 or 7 minutes nothing had changed so I clicked a different tab in case the app had frozen, it hadn't and changing tabs worked fine.

Going back to Manage => Broadband and it doesn't try to open that window again, just shows my account details and no hardware details unfortunately.

Contacting EE last time was not very helpful, is there a dedicated line, or a department I can talk about this? I really don't want to go through the same issues as last time.

Many Thanks 

[Christopher_G]

Thanks for trying that, @Spook2  

There isn't a specific number to call. If you call 150 and follow the options for technical support, our guides will do their best to help get it working for you.

Chris

[XRaySpeX]

Try calling CS on the Freephone no. (Opt 1) in my sig.

[Spook2]

This is just ridiculous and so, so frustrating. 

I spoke to someone on Saturday who went through the usual trouble shooting steps then said it needed to be escalated to a specific department to resolve and they would be in touch in a day or so. In the expectation of not receiving a call I asked how I could make contact again if needed if I wasn't contacted and I was kindly sent a text link to arrange a call back if needed, but also asked to give them a few days...

I guess entirely as expected, I have not received a call and no other communication and the problem still persists. I have therefore tried to use the link to arrange a call back and receive a message saying the "link has expired"

It is incredibly difficult to speak to anyway, going through the menu I always end up going through an automated diagnostics check to be told there is no fault before being cut off.. ring back, queue, go through the same steps.... 

Why is it impossible to speak to anyone who can help with this? why do people not call as promised?

How can I now move this forward? do I need to raise a formal complaint to actually speak to someone who can help? and if so, how do I do that?

It might be a simple thing but I am frankly exasperated trying to sort this. 

[JimM11]

@Spook2 HELP to 66033, from a mobile phone that EE are aware off on your account and if you can get that text to go, sit back they will test and get back to you either by calling or more text advise!

[Michael_D · Accepted solution]

Hi @Spook2 

I can understand your frustration at having to chase this and not getting promised call backs.

You can open a complaint when speaking to our tech guides, which they can keep updated until there is a resolution.

Alternatively, if you feel like you have got nowhere with speaking to that team and would like to take it further, you can contact our dedicated complaints team by completing the webform, and they will get back to you to discuss this further.

Michael