WiFi Controls in EE APP stuck on 'Installing update'

[Crj1981]

Hi, 

Hoping the community will be able to help me out. I installed my new Smart Hub Plus yesterday and I am trying to get into the WiFi controls from the EE App. I've been with EE for a number of years on full FTP. Signed a new deal the other day. Internet is working fine as expected through router. 

It's been stuck on Installing update for 24hours now. I'm connected to the actual router WiFi. All private browsing etc is switched off. Using iOS and tried with both iPhone15 pro and iPhone 12.

Router information; APP version 1.11.0, Firmware version:  R1. 2 9 . 0 - R - 9 5 0 3 0 6 - P R O D - 8 3 0 0 2

I've tried the following troubleshooting. 

1) Waited several hours, gets to end of progress bar. 

2) Re-installed the EE App several times and exactly the same issue occurs

3) Factory reset router and started process over and over again. 

Thanking you in advance for your help.

[Crj1981]

Yep mine resolved itself within a day or two of activation.

[IAG]

EE app updated this morning to 5.35 so I thought I retry WiFi controls but sadly no change. So far have been waiting 5 hours and it's still installing. BT moved me to EE last Nov and ithis has been a constant problem. Tried to resolve via EE but they eventually raise a complaint and then without any explanation or apology just summarily close the complaint & tell me I can complain to Ofcom.

So sad EE has always been an excellent company & mobile service provider. Latest change with BT has just destroyed a previously good company.

[Neil-O]

@IAG I'm sorry about that, have you tried restarting your device and Hub to see if that helps?

Neil

[IAG]

Hi Neil tried rebooting hub but no change. Back to message "you're not in
your home WiFi".

Regards,

Alan

[Neil-O]

@IAG I'm sorry, I'll send you a private message so you can get in touch with your details and we'll report that issue for you.

Neil

[Swordfishradio]

Hola,

I'm in the same boat as what appears to be many others.

Yes I'm another BT customer moved over.

My app us also stuck at the installing update page.

Have already done all the app resets, cache flushes and updates.

Hub reboots to boot as well.

Quite disappointed by the migration from good ole BT where everything just worked.

I will be interested to see if this common issue gets any resolution. 

[Swordfishradio]

I have noticed for those that went over from BT, if you already had an EE account and tried to use that one, it fails. I then tried to use my 2nd EE account, provided by BT when I migrated and that seems to be much more successful. 

Seems like this is account related.

Still fails on my existing (but linked to the 2nd EE account).

[IAG]

Agree, I've thought this was account related since I switched from BT but
EE don't seem to follow up. I had problems in early days merging EE mobile
(existing) & new EE broadband accounts. Eventually EE merged BUT for some
functions ie hotspot login I still gave to use my old BB login details.
Seems weird & I'm sure this is part of the wider problem.

Alan

[Chatterbox1969]

Is that all you support people say… standard answer every time I read stuff on here “reboot the router ….’ “

[Huggons1]

I have the same issue. The app was working, but I decided to delete it and do a clean install.

Same issue on Android and IOS