Who Cannot Use Their Wi-Fi Controls in the App? A Poll

[Stevef1964]

I just transferred from being a BT customer to EE.

I've incurred numerous problems, one of them being unable to use my Wi-Fi controls within the App.

So, the question: " How many of us still cannot use their Wi-Fi controls within the app?"

If you respond could you please provide the following info:-

1) Android or IOS operating system.

2) Mobile model/tablet model.

3) Did you transfer from being a BT customer. - Yes/No answer required.

4) Did you change the SSID (name) and password of your EE Hub - Yes/No answere required.

I intend to make EE aware of this thread so they, and we, can see the real scale of the problem. 

[Stevef1964]

Neil,

I've been delaing with your Tech support teams for the last week or so. Daily calls with them.

On yesterdays call the lady happened to mention that they had solved the majority of problems with the Wi-Fi controls, which tweaked my interest in starting this topic as I was sure there were more suffering than she indicated.

I am up to date with all the levels of s/w and f/w required but still they can't get mine to work and they know this and I have been working with them, going through each step, to find a solution.

The specific questions I asked here were to find out if the majority of people with these issues had come over from BT or had changed their SSID before doing the updates.

I also have issues with my Emails not coming over correctly and really I should have included this question in the original post, but wanted to keep it simple.

When I speak with them next I am going to point them to this topic/thread. Hopefully it might help them to find a fix.

[Camlan]

Thisn what i get on the latest version of the app. The Hub is paired, or at least it was.

1.

2.

[Neil-O]

Thanks for replying everyone.

It appears that you're all experiencing slightly different problems. 

@Swordfishradio are you using the EE ID that has the correct account number for your broadband? I'd also recommend trying a factory reset of your Hub to see if that helps with pairing the app to the Hub.

@Stevef1964 No problem I appreciate your reasons for asking these questions and thanks for the update. 

Is it the TMC team that are helping you with this? If so I'm sure they'll get you sorted.

@Camlan I'd also recomend a factory reset of your Hub and make sure your app is on 5.35.0. You can check that by clicking the little person icon in the top right of the My EE app and looking at the bottom of that screen.  If you are on this app version and the reset hasnt helped please let me know by replying here.

Thanks

Neil

[Swordfishradio]

Hi Neil,

My acct is in a bit of a mess with 3 id's. I did manage to get it all going with one of the id's but after switching back to my main one, it's never worked since. 

I have many woes to tell about my migration across but I'll save that story for another day.

Cheers.

[John-P2]

Neil

I cannot get the wifi controls also,  scan the qr code and just get the revolving wheel. I have factory reset the hub  the firmware version is v0.42.00.10167-BT. I am awaiting a call from the offline team and supposedly a new router is being sent but to date nothing. The app is the latest one available,screen shot attached.

 

[XRaySpeX]

@John-P2 : You don't have the EE router. So it won't pair with the EE app.

[Stevef1964]

For info - as far as I am aware the latest firmware is: r1.34.0-R994210-PROD-83002. It might have changed though, but both my EE hubs are now at this version.

To see it go into you EE hub and go to - Advanced Settings/Technical Log. The firmware version will be in there.

[John-P2]

It is the EE router I returned the BT one
Sent from my iPhone

[JimM11]

@Neil-O With the error that Camlan is displaying, this is possible if you have a second router attached with different subnet on the ip range, As the EE app is trying to use and find it, the ip range is out so it thinks that you are not at home. I can get this error message if i use the ssid of my Asus XT8 which is in router mode on port 1 of the Ethernet on the EE superhub+.

Heads up for you. Jim

[Stevef1964]

John, when did you get the EE hub? That version looks really old.

Is it the new shape or one of the old BT Smart Hub shaped ones?