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.

[Leanne_T]

Morning @Huggons1 

Thanks for coming back to the community.

Are you connected to WiFi? 

Could you try restarting the router if you still have the same message showing this morning and try again? 

Leanne.

[Huggons1]

Thank. Got it up and running yesterday after a router reboot 

[Leanne_T]

Morning @Huggons1 

Thanks for the update glad this is now sorted for you 🙂

Leanne.

[Huggons1]

App developers should be looking into this, to streamline the process and iron out the issue. Seems like customer feedback is not particularly valued, or acted upon, to improve the service and customer experience.

[Leanne_T]

Hi @Huggons1 

We appreciate and value any feedback for the app. 

Thanks so much for letting us know. 

Leanne.

[Sussexgeoff64]

Activated overnight and stuck in the same situation, tried rebooting hub 

no change 

[JimM11]

@Sussexgeoff64 You will just have to be patient it takes sometime for all the settings external to the EE router that are needed to get through all the EE system's.

[Leanne_T]

Hi there @Sussexgeoff64 

Thanks for coming to the community. 

Are you still getting the same message in the app? If so, could you try deleting and re-installing the app and rebooting the router again to see if this works for you? 

Leanne. 

[Sussexgeoff64]

Hi

Yes I’ve done that it’s still just stuck at the same point 

[Leanne_T]

Thanks for trying @Sussexgeoff64 

If you give us a call the team can check everything is set up correctly at our end and help you get set up 🙂

Leanne.