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

[Chris8211]

Got same issue expect I’m still waiting for full fiber been 2 years, it used to work till they did an app update one evening and they don’t know what’s causing it. They have a team I have been talking to and they are stumped and have now told me to wait for a text to say it’s working but it’s been two months and they are still charging me for it. I can’t even use geofencing or connect to better servers. So really at the end of my tether with them. 

[Skinz_86]

I'm having the exact same issue, its driving me mad. I've also reset the hub, cleared the cache on the app and still no luck. Tbh the app isnt the greatest, so slow and buggy. 

Did you get this sorted? 

[v6villan]

Also having this issue. Wifi enhancer was working fine. Then unfortunately I had to reinstall theEE app . Since  then when I select set up WiFi enhancer  it crashes  on stage 3 of ping optimiser.  . So I am unable to use  geo filter, which is the only part of wifi enhancer I use .

Been passed onto tier 2 . They seem to have closed the case marking it as solved when it is far from solved. They do this a lot with faults.  Although at least they know what WiFi enhancer is, most of the agents I have spoken to havent got a clue what WiFi enhancer is.

 The wifi enhancer software is supplied by Netduma who say they  are aware of the issue and are working on fix with no eta at the moment zzzz

EE are a joke. Don't understand how they get away with advertising paid for add ons that dont work or work infrequently