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, just had my daily call with the Tech Team,

Apparantly some changes had been made (to what I have no idea) and I was asked to try an pair my iPhone with the hub.

It failed!!

So I reinterated that I had changed the SSID and password of the hub, which I had made them aware previously and was told it shouldn't make a difference becasue they will still see the original details.

However I pointed out that when connecting to the hub the app uses the camera on the phone to get the QR code, which will look for the original SSID and password.

After a few minutes or discussions in the background I was asked to reset the hub so the SSID and password would return to it's original state, which I did after requesting they test it on their test rig first and confirm it works. They confirmed it did and so I reset and isolated my hub (only had my iPhone connected to it) and tried to pair my iPhone with the hub. Failed on all three attempts.

So now they are escalating the issue again (how high can they escalate?) and are currently speaking directly with EE techies and will call me tomorrow.

Looks like I'll be invited to their Xmas party now too!!

[John-P2]

Steve,

interesting,I  hope they are aware you are not the only one with this problem , so there must be some common denominator for this problem. I wonder how many people they can ask for a solution ??.

keep us informed with your daily update 

[Stevef1964]

Sounds like I should ask the question.

I had the feeling they thought there were only a few problems outstanding.

I'll start new topic to ask the question.

[Stevef1964]

New Topic started "Who Cannot Use Their Wi-Fi Controls in the App? A Poll"

It will be interesting to see the repsonse.

[John-P2]

I have responded let’s see how many

[Amystefan]

I’ve been having same issue for months going though several different people on chat, emails and several phone calls. Still no wifi controls working.
Complained several times but still end up a square one. So disappointed with it as was the number one factor for choosing EE fibre (previously with Sky). I need to be able to control my sons use of his pc, Xbox and tablet. 
I’ve been given several dates of when the app would definitely be updated and it never happened. 
If anyone as a update would be great fully appreciated 

[John-P2]

Steve

have you seen the number of people who have responded to your poll - I bet there will be lots more 

[Stevef1964]

Yes and that's in 2 days!

I've not heard from the TMC for two days now. Chased and they are supposed to be calling me tomorrow after midday.

[John-P2]

Steve
I have not heard from off line team or received the new router promised for last Monday.
I will contact them tomorrow to see what they suggest to try and we will also see how many others put on the poll and original post.
Good luck 😂😂😂
Sent from my iPhone

[John-P2]

Steve,

just been on to them as no router sent, so now re ordered- they are sending me the same router out because apparently my account says that I do not need SH+ explained that would be pointless and to look at the forums we have started.

One of the initial people I spoke to acknowledged that there is a fault that they are trying to remedy but could not give me a timescale of when, he was informed of the forums and how many responses.

The second person I spoke to who I believe was just accounts who he put me through to was just dealing with why the router ordered last week was. not delivered and told me that my account was not eligible for SH+ but could not give me any reason whether it is 100,500,900mb but said the router should work I beg to differ.

Also when asked about the off line team being in contact I was informed that this was not the case and they do not contact anyone which to me is strange.

I will await the new router to see if that works which I doubt but I know now how a hamster feels running on the wheel because it appears EE are fully aware of this problem but the left hand does not know what the right hand is doing and there is an air of "Not My problem" without taking ownership,I hope they do not pay performance bonuses.

If any EE employee is reading this or the two forums about this wifi problem put a message on the forums because turning the router off resetting it to factory settings or downloading a new app is not the solution  and how can you promote a product  that's not fit for purpose.

Rant over!!!!!! 

PS Hope you received the call from the Tech Team