EE WiFi Auto London Underground won't automatically login

[AlMac]

I have saved the EE Wi-Fi Auti for the London Underground as a network, I have the SIM setup as the login, but every time the train pulls into a station I have to manually select EE Wi-Fi Auto and connect. When it first connects it says internet not available and then there is a ! by the signal icon and it says connected internet not available. Then it connects, usually as the train is pulling out of the station. My partner does not have any of this problem with her phone, it is a pixel 5. Mine is a pixel 6 pro, both on the most recent version of Android, and both seem to have all the same settings. Mine is on auto connect, and is set up exactly as per the instructions on the EE website. Any ideas why it won't just auto connect?

[hebegebe]

Hi
Thanks, I don’t think they will as they don’t know what the problem is. I even wiped my phone clear and it still doesn’t work.

[Leanne_T]

I see @hebegebe

They will get this looked into further for you if you can try calling us again on 150 and select technical support. 

Leanne.

[AlMac]

Can I just say to any mods who comment on this thread - we have tried contacting customer support, and going into EE shops. and still no fix. When you contact tech support, they tell you to clear cache, re-install - but crucially you cannot check it until you go into a tube station. And then always the same - it does not auto connect, then you do it manually, then 'device connected but cannot provide internet, then the train leaves the station.

Here is a tip also: if, every time you call EE support, there is a recorded message saying you are 'experiencing unusually high volumes of calls' - then it is not unusual, and you need to employ more people

[Leanne_T]

Hi @AlMac

I'm sorry to hear this. 

We have no account access on the community, to get this investigated and a support ticket raised if needed you would need to call us on 150. 

Leanne.

[hebegebe]

I agree. I am loathed to call them again - your experience above matches mine to the letter. 

[NoName1234]

What is the latest on this issue?

I had an iPhone SE which worked perfectly on the London Underground and then last week I got a brrand new upgrade (iPhone 13 Mini). The upgrade suffers the same problem outlined by others here - it does not automatically log in to EE on the Underground. I can log in manually in Station A but once I get to Station B I have to manually log in again.

I spent an inordinate amount of time waiting to talk to someone on your so-called "Technical Team" - an absolute waste of time. He was clueless as to solutions and was clearly out of his depth. So I hit the internet and It turns out this is a known issue with EE.

WHAT EXACTLY IS EE DOING ABOUT THIS? EMPTY PLATITUDES AND POINTLESS MARKETING MEAN NOTHING WHEN YOU CANNOT DEAL WITH THE BASICS.

PLEASE PROVIDE AN UPDATE. THANKS.

[James_B]

Hi @NoName1234,

Welcome to the EE Community. 🙂

Did the technical support advisor you spoke to raise a support ticket for the issue you're experiencing?

James

[hebegebe]

They won’t. I’ve been through it with them and they simply have no idea. As you can see, this is increasingly widespread issue  and will take a lot of detailed analysis - asking me to walk up to the nearest tube station again won’t solve the problem - even a full reinstallation of IOS doesn’t make any difference. 

[NoName1234]

Hello James_B,

Thank you for the welcome.

I really do not understand why you are asking me if a support ticket was raised. How or why is this relevant for what is clearly a *KNOWN ISSUE* Do you wish to follow up on an already existing support ticket, if indeed one was raised as a result of my call? Why not cut to the chase and immediately raise a support ticket - that way, you know for sure one exists and if it turns out to be a duplicate ticket, you can always close it later. Instead you continue the pointless EE dance, faffing about on the irrelevant as if the notion of efficiency is alien to EE. Have you raised a ticket on this issue and if not, why not? There is little merit in asking pointless questions, my friend - the issue is there for you all at EE to see. The real question now is, "WHAT HAS EE DONE ABOUT A KNOWN ISSUE THAT HAS BEEN SERIOUSLY IMPACTING ITS CUSTOMERS FOR AT LEAST A YEAR?"

Please do NOT respond unless EE has something substantive to say on the issue - I'm done with your faff. Thanks.

[Leanne_T]

Hi @NoName1234

The community support team have no account access to get this raised, you would need to speak to our tech gurus on 150 who can run through the essential troubleshooting and let you know the next steps. 

Leanne.