WiFi controls

[John-P2]

I appear to have the same problems as others with regards to WiFi controls . 
I came from BT recently and initially had the controls but not anymore and have tried all the usual re install the app turn the router off etc to no avail. The speed is as expected so no problem there,  is there a glitch in the software ?? also is there a fix or update due?. If EE has the fix please update everyone to when this will be available, because all I am reading on this forum is complaints about the controls not being available.

[Stevef1964]

So, on Saturday afternoon I had another call from the tech team.

I had received the new hub on Friday and tried to set it up as I had been told. But it seemed to do all sorts of wierd things but still no further forward. So I put it to one side and waitied for the tech team to call.

So, with the lady on the phone I reconnected the new hub and had just my iPhone connected to it as before. We then checked the firmware of the new hub and found that it had indeed updated itself to the latest firmware. Then weirdly the EE app then wanted to pair my iPhone to the hub again! Then things went pair shaped (excuse the pun).

In my mind what you are being told to do in the app and what it actually does are different. To me there are two steps 1) to update the hub firmware and 2) to set up the Wi-Fi controls by paring your phone (tablet etc). My conclusion on this is that the app and the process needs to properly and clearly describe and define what is being done and when. A six year old could have created this app better.

So the outcome of this latest testing is that I have been able to update the firmware of the hub, but now I've hit the next problem, paring the phone and setting up the controls. This was confirmed by the nice lady of the tech team.

I was then told that the problem I now have will be discussed internally on a call on Monday along with other users with similar issues and she will contact me after the call.

My thoughts on this are:

You have a single hub that you can do everythng on. Only really firmware and different revisions of the harware to deal with.

So, some bright spark thinks it is a good idea to take the Wi-Fi controls out and include in an (badly written) app. You suddenly introduce thousands of diffrerent makes and models of mobile phone and tablets, two different operating systems and all the different levels of software!

Good move!!

Lastly, my email addresses should have come over to as part of the move, but I am now left with the basic BT email service until they sort that out too. My email addresses are showing as connected to my EE account, but probably another box not ticked.

[Swordfishradio]

I have to agree, the app is appalling and I poor way to manage your network. Why they don't just utilise the hubs interface and just control things from there is beyond me.

This whole EE migration is very poor generally. I discovered I have 3 EE id's on a 2 hour call with support on Saturday. My speeds are messed up, 2 in progress orders of which one I wasnt even entitled to and then they want to charge me 70 quid a month!

I have now started to look at alternative providers to take away the complexity. 20 plus years as a BT customer has meant absolutely nothing.

[XRaySpeX]

@Stevef1964 : EE don't provide an email service. So your email addys will have to stay with BT, but should not be BT Basic eMail.

[Stevef1964]

I think you'll need to tell that to your colleagues.

Whether my BT email stays on the BT mail domain/servers or not it still needs to be associated with my EE account (broadband), which was confirmed by the Tech lady on Saturday.

Why, if the email addresses stay on the same servers/domain can't a simple reassigment be completed then?

Is it down to incompetance, poor processes or lack of training? Probably all three to a degree.

This whole service offering from BT/EE is appalling and those associated with it should be ashamed. I know I would be.

[XRaySpeX]

@Stevef1964 : Who do you imagine are my colleagues? I'm just a user like you. I rarely talk to EE CS & then only for my own BB.

You email addy, BT or otherwise, is associated with your EE a/c only in the sense that it acts as a login username for it.

[Stevef1964]

BTW the latest level of firmware is now:-

r1.29.0-R-950306-PROD-83002

It seems that their meeting today didn't provide any solution for my Wi-Fi controls issue. It now seems to have gone higher up the tech chain.

I did offer a possible solution: to open up the controls on the hubs, which would get customers off their backs whilst giving them time sort out the app. Not sure if this is viable but sometimes the simplest idea is missed!

As for the email issue, it's still with them. Something so simple as to just associate my BT emails with my EE account and make them "Standard" has them stumped. There are not even any changes to be made to the settings for pop/Imap, server address or passwords.

For those who do not know:-

"Basic" is where your BT emails can only be read via the web browser. Its normally for those whose use the BT email address but do not have BT broadband nd is free.

"Standard" is where your emails can be accessed via an email client, such as Outlook and is free when you have BT broadband (and also EE broadband). If you do not have BT or EE broadband it is about £7.50 p/month. 

They have now decided to become my sole contact to resolve my issues, Wi-Fi controls and emails, and I feel like part of the team!! I'm the team's guinea pig.

To rub salt in the wounds, this morning I found BT had charged my old account. But my new buddies in the tech team set in motion the refund straight away.

Looking forward to tomorrows daily call, and hope they can provide tea and biscuits.

[Swordfishradio]

I have r1.34.0-R-994210-PROD-83002

Seems a later version that the one you have stated?

Still no further down the road for me. Unable to control the hub, multiple EE ID's, multiple orders and no resolution.

[Stevef1964]

Believe it or not that's what I was told and she confirmed it via txt!

But having just checked my hub, either:- she got it the wrong way round or my hub has reverted back!!!

My hub shows r1.34.0-R-994210-PROD-83002 the same as yours.

I'll reconfirm it with my "team" tomorrow.

[John-P2]

Steve
Thanks for that still waiting new router to arrive but from what you are reporting it seems a pointless exercise.
This has been going on for a while and appears no one at EE has taken ownership to resolve this.
The hub suggestion seems a good idea but cannot see EE doing that when they are still advertising wifi controls.
I would still like to know if everyone affected are ex bt customers if so a starting point.
The techies need to read the forum to ascertain that this is not an isolated problem and has a few disgruntled customers .
Anyway let us know how you go on with your personal techie.
Sent from my iPhone

[Swordfishradio]

Ex BT here, moved a couple of weeks ago. They have until the end of the week to fix it or Im pulling the plug on 20 years of custom and going elsewhere. 

The fact they still insist on charging existing customers more than new ones in another factor on top of the abject shambles of what should be a straight forward migration.