Wifi controls not available in EE App.

[mjn73]

I recently renewed my BT broadband deal and switched to EE. Unfortunately whilst I was perfectly able to utilise Parental Controls in the BT App the EE App just doesn't work, when I select Wifi Controls it simply gives me a message 'We can't load this information'.

At present not capability to control Wifi access, I have raised a complaint but may as well have complained to my dog to be honest. No communication or updates. I did speak to helpdesk but they stated its a known issue that they are looking to fix.

With all of the technical expertise available to BT/EE I'm very surprised that it is not fixed, I can only assume that they are not prioritising doing so. Pretty appalling really, customer service very poor.

[XRaySpeX]

@Gwag : What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

The white Smart Router won't help you. Its app does not manage WiFi Controls nor do speedtests.

@JimM11 : The EE Home app does not work with any flavour of Smart Hub; only with the white Smart Router.

[Gwag]

I have same issue - App says"you've lost connection try again later".  Is the App failing to connect with EE on my Network, which is working fine?

[Alex_H]

Hi @Gwag,

Welcome to the EE Community

Is your router one of the 3 shown on this help page Using Web Protect on EE | Broadband Help | EE ?

Is your Broadband account all linked up to your online account already to manage otherwise, its just when trying to navigate to the Web Protect setting that you have issues? 

Have you tried clearing the cache and data of the app?

Alex

[tony19872]

I'm still having the same issue, on the phone to a tech and still they have no clue what the issue is or how to solve it, passing the issue to other departments to actually attempt to repair this issue, not confident that they will ever repair the issue as from what I can tell they have no clue how too.

[tony19872]

I'm now wondering if the issue I'm having (not sure about everyone else with this issue) is because I still have the BT broadband hub and not an EE one, being as EE and BT have now merged it shouldn't really make a difference, should it?

[tony19872]

I've been told that the issue I'm having is because I still have the old BT hub and not the new EE hub, they are sending me out a new hub in replacement of my old BT hub, I'll see if that works and then let you all know the outcome.