topic Re: System outages in Mobile Data

System outages

userbradley — Tue, 26 Jul 2022 09:26:38 GMT

I have tried to gift Mobile Data to a number under my account and both the app and the website have errored.

Every time, without fail I use the app or website they are having a technical issue.

What is EE doing to actively prevent this? How can you be so bad at running a service?

Speaking to an EE rep on the phone they are left out in the dark about system outages!!! What a joke.

Is someone from EE able to give me a post mortem report on today's outage once it happens, as I am slowly losing confidence in EE's ability to operate a computer, let alone run a cell network.

Also, I can't find a link to a system status page, so I can actually see if EE know about the issue or if they're just twiddling their thumbs.

Re: System outages

Lou126 — Tue, 26 Jul 2022 10:32:13 GMT

I'm.in the same frustrating position. Let's hope they sort it soon.

Re: System outages

Pitstop — Tue, 26 Jul 2022 10:35:50 GMT

Me too, got 3 accounts waiting for data - what’s happening EE?????

Re: System outages

Schockwave — Tue, 26 Jul 2022 11:04:09 GMT

@Pitstop , @userbradley , @Lou126 , trying to gift data etc., not sure why you are having problems, may need to get EE to reset so that you can register again. Do you mean you have not been able to log-into the app? No problem here and as I do not gift data or need to pay for data as not pay as you go, cannot speak for that.

Re: System outages

userbradley — Tue, 26 Jul 2022 12:12:10 GMT

@Schockwave when trying it via the site we all get errors.

The point we're making is that it's not that hard to simply not break a system. Their change control seems to really be lacking and their roll back plans are garbage.

---

All I want is for EE to come here and actually say "Look we're sorry, the cause was someone let the junior have push to master privileges, we've stopped it from happening again" - But they hide behind "It's internal only information"

Re: System outages

James_B — Tue, 26 Jul 2022 12:49:14 GMT

Hi @userbradley, @Lou126, @Pitstop,

I'm sorry to hear you've been having difficulties gifting data. Are you still seeing the same issue?

James

Re: System outages

userbradley — Tue, 26 Jul 2022 14:49:16 GMT

Issue is resolved.

@James_B are you able to tell us where the system status page is, as well as what caused the outage that also affected your call centre stopping them from being able to share data?

Re: System outages

Pitstop — Tue, 26 Jul 2022 14:51:37 GMT

Hi James, the app suddenly allowed the transfer of data around an hour ago so my problem is sorted thanks. Not ideal though to have to keep logging into the app and trying for the last 5 hours to get data to 3 other family members very frustrating and time consuming! Did you sort what the problem was?

Re: System outages

Pitstop — Tue, 26 Jul 2022 14:53:31 GMT

Not pay as you go, app working fine unless you wanted to gift data. Mines working now but took 5 hrs of trying 🙃

Re: System outages

James_B — Tue, 26 Jul 2022 14:53:45 GMT

Thanks for letting us know @Pitstop

I've had confirmation that the support ticket for this issue has been resolved.

James

Re: System outages

userbradley — Tue, 26 Jul 2022 15:05:11 GMT

@James_B are you able to respond to my comments please?

Re: System outages

James_B — Tue, 26 Jul 2022 15:09:45 GMT

Hi @userbradley,

Sorry, I don't have any further information on the nature of the fault.

James

Re: System outages

userbradley — Tue, 26 Jul 2022 15:13:26 GMT

Okay, can you find out please?

How are we expected to pay for a service and don't even get any information on what happened?

Even google and amazon are more open than EE

https://status.cloud.google.com/summary

https://health.aws.amazon.com/health/status

Please find the cause internally and let me know, this is becoming a joke with EE, where they can't update the app without taking it down. It's 2022!

Re: System outages

James_B — Tue, 26 Jul 2022 15:16:41 GMT

Hi @userbradley,

Sorry, I won't be able to give you any detailed information on the cause of this issue. The problem was server related and has now been resolved.

James

Re: System outages

userbradley — Tue, 26 Jul 2022 15:20:40 GMT

@James_B what does that mean - how does one server take down an entire function?

Why does EE not have a system status page at all?

Please can you point me in the direction to log a complaint?

Re: System outages

James_B — Tue, 26 Jul 2022 15:28:57 GMT

Hi @userbradley,

I don't have any further information available to share regarding this short outage.

You can raise a complaint online at ee.co.uk/contact-ee/complaint.

Hope this helps.

James

Re: System outages

userbradley — Tue, 26 Jul 2022 15:36:03 GMT

Cheers @James_B

Have a good week mate - appreciate the help

Re: System outages

Chris_B — Tue, 26 Jul 2022 15:43:44 GMT

@userbradley Your account is on a server if that one server is having an issue it’ll effect all customers on that server. Not all customers are on the same sever as I didn’t have any issues gifting data.

Re: System outages

James_B — Tue, 26 Jul 2022 16:07:50 GMT

No problem @userbradley

You too 🙂

James