Unable to set up wifi enhancer

[ofish42]

Hello

I've recently joined EE broadband and I've opted in for the wifi enhancer for game and work mode. I've got wifi 7. When I log into the app it gives me the option to set up the wifi enhancer, but when it gets to where i run the ping optimiser, it'll say it's checking the ping, and then tells me that it seems I've lost connection. Sometimes it tells me what my ping is (usually 15 to 16 ms), but then it will always "loose connection" before it gets any further. Has anyone got any advice?

Thanks in advance

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[XRaySpeX]

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@ofish42 wrote:

tells me that it seems I've lost connection.

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but have you actually lost connection?

[ofish42]

No I haven't, the wifi is showing full bars the whole time.  Nothing else gives me any indication that any form of connection is lost

[Alex_H]

Hello @ofish42,

Welcome to the EE Community

An error accessing the Wi-Fi enhancer can sometimes be resolved by rebooting your hub. Also in case the issue is being caused by the app itself I would recommend clearing the data/cache for the app also. Have you been able to try either of these things already? 

Alex

[ofish42]

Yes I've tried both these things, I still get the exact same error. I'm not sure what else to try

[Alex_H]

@ofish42 Thanks for confirming, in that case I would recommend giving our team a call as they may need to raise a ticket on your account to get this resolved for you. Contact Us To Request Technical Support for Broadband and Landline | EE

Alex

[ofish42]

I called and I think the guide sent off a SUF for me already, so I'll give it a few days and hopefully that works anyway.

Thanks