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

[Spook2]

I am getting increasingly frustrated.

I have just tried to call again to speed this along, went through the usual checks, no fault found and then you are cut off. Rang back, selected the same fault ended in a queue to be told its busy and hopefully be through in around 10 minutes, after waiting and waiting I was just cut off....

I am looking the will to keep chasing this... started to raise a complaint on the webform to be told this will be at least 7 days and to try calling for a faster response.

Is it really this hard to speak to anyone who can solve this "simple" problem - surely it is possible for someone to actually make the call they promised...

Can I please have some contact details where I can speak to a person who can actually do something about this please?

It is simply awful service.

[Michael_D]

There isn't a direct number that we could give you @Spook2.

It would need to either be with our customer service guides on the number you are already using, or by completing the webform.

Michael

[XRaySpeX]

Your only contact is calling CS or raising a complaint.