topic Re: Loss of charge whilst disconnected from devices in Mobile Broadband

Loss of charge whilst disconnected from devices

inhousetech — Thu, 17 Nov 2022 20:20:46 GMT

Have had my EE mobile broadband for 3 years now. Excellent function and reliable until...now !

Two problems:

Firstly over the last 2 weeks , following being fully charged, on 2 occasions the following morning, the device seems to have lost most of its charge and shows the red light .

Secondly ,this morning, despite not being connected through WIFI to either my mobile or tablet overnight, an email flashed up saying I had used 80% of my data, even though I had bought an add on only 3days previously.

Not sure if these incidents are connected or whether I had underestimated my use of data but would appreciate some advice

Thank you

Re: Loss of charge whilst disconnected from devices

Katie_B — Fri, 18 Nov 2022 08:05:38 GMT

Good morning @inhousetech.

I am sorry to hear this is happening.

Our technical care team will be able to look into this further and run a full diagnostic for your specific device.

I would recommend giving us a call on 150.

Please be sure to keep us updated on any progress.

Katie.

Re: Loss of charge whilst disconnected from devices

inhousetech — Sat, 19 Nov 2022 20:41:25 GMT

Thank you for the advice.I will let you know the outcome of my call to 150!

Re: Loss of charge whilst disconnected from devices

inhousetech — Sun, 20 Nov 2022 14:14:25 GMT

Posted about this issue a couple of days ago and was adfvised to ring 150 to access techical support for device.

Rang today(Sunday) (as often long waits for 150 access during weekdays. which is to be expected) and automated voice for technical support stated there would be over a 30 minute wait !

Apart from ringing 150 again , any other solutions welcome,

Thank you

Re: Loss of charge whilst disconnected from devices

Christopher_G — Mon, 21 Nov 2022 08:21:58 GMT

Did you manage to get through to speak to someone, @inhousetech?

Chris

Re: Loss of charge whilst disconnected from devices

inhousetech — Mon, 21 Nov 2022 20:01:14 GMT

Hi @Christopher_G and @Katie_B

Managed to speak to adviser at technical support. He said to try "Long press" reset if the device appears to have lost charge and if this does not work then to contact tech. support again-could be battery running down.

He says the the issue about data is actually due to an "error in the app" and he advised uninstalling the app version I have and installing the up to date one.

Plan in place, so thanks for the guidance and fingers crossed it works!

Re: Loss of charge whilst disconnected from devices

Christopher_G — Tue, 22 Nov 2022 08:01:26 GMT

Keep us updated on what happens, @inhousetech. 🙂

Chris