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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[Peter_W]

Hi @v6villan.

It definitely sounds odd that the case would be closed without a resolution here. 
Do you know if this was a complaint case, or a technical ticket? Usually the former will start VOL, whilst the latter will start INC.

Either way you should definitely be able to request this reopened if it's unresolved.

Peter

[v6villan]

Hi @Peter_W  it's a vol number  . Have now got it reopened. Two weeks ago tier 2 rang me on 13 th May about this issue. I submitted  a video of the issue  and screen shots to them.

The tech 2 case handler said he would call me back on 15th may . Had no calls at all that day. So chased  it up and was told the agent had tried to call me and their was no answer and the case was  closed. 

Yet my phone had no missed  calls for the time they claim they called.  . 

[Peter_W]

Thanks for the update @v6villan.

I'm glad you've managed to get that reopened, but it's definitely odd that you wouldn't receive the calls as advised. 

When you next get in touch about this I'd definitely recommend double checking with them that the contact details you have on file are correct.

Peter

[v6villan]

  They have the correct contact number as they'd called my number on the first call and when I queried why I hadn't had the 2nd call as promised ,they confirmed the number they'd called which was mine . As I said, I had no missed calls. So they are  liars as well as incompetent.

Classic EE non existent tech support and an app that won't load the add ons you pay for..    No chance of getting  wifi enhancer working as  most staff don't know what it is. Time to get ofcom involved 

[Lesley_W]

I understand your disappointment with this @v6villan 

I'd recommend escalating your complaint if you feel this way, you can see how to do that here Make a Complaint | Contact Us | EE.

Lesley