topic Re: Data remaining in Mobile Data

Data remaining

robt123 — Wed, 17 Aug 2022 08:30:08 GMT

Hi Team,

I have a 4GEE Wifi Mini that is currently working except I cannot see how much data I have left.

I login to the device (192.168.1.1) and when I click on the check data remaining button it takes me to a page that tells me:

Forbidden

You don't have permission to access this resource.

I've tried logging in to my EE account from my laptop and it takes me to the front page and congratulates me on logging out. When I click on the login button it again congratulates me on logging out.

If I try through the EE app on my iPhone I can login OK but it tells me that "Something went wrong and we cannot show you your remaining data at the moment. We're sorry about this. Please try again in a few minutes"

Any thoughts? Rob

I've been trying this for the past 24 hours with the same message.

Re: Data remaining

Christopher_G — Wed, 17 Aug 2022 10:18:00 GMT

Hi @robt123

Welcome to the community.

Could you try clearing the cache and cookies on your laptop and try it again for me please?

Chris

Re: Data remaining

robt123 — Wed, 17 Aug 2022 10:58:12 GMT

Hi Chris, clearing cookies appears to have partially solved the issue. I can now log into my EE account and see how much data I have from my laptop browser. it still doesn't work from the direct interface to the WiFi mini or through the app

Re: Data remaining

Christopher_G — Wed, 17 Aug 2022 11:52:36 GMT

OK, thanks for feeding this back, @robt123.

We're working through a few fixes for the app, hopefully this will improve soon for you.

Chris

Re: Data remaining

Serenity349 — Mon, 22 Aug 2022 14:30:49 GMT

I have same issue. Cleared cache. Updated settings done everything suggested on thes help pages, but always get access forbidden.

clearly the fault must be with eE. How am I supposed to buy data with my existing credit if the site prohibits me from doing so?

calling “customer service” is a waste of time, told that there is long wait times and calls eventually disconnect.

Re: Data remaining

Christopher_G — Mon, 22 Aug 2022 16:37:57 GMT

Hi @Serenity349.

Could you try on a different device or browser please?

Chris

Re: Data remaining

robt123 — Mon, 22 Aug 2022 16:47:39 GMT

Hi Chris, I've tried on it on my Apple Air laptop using Safari and Brave after clearing the cache. It did work by logging into my EE account although very inconvenient clearing all cookies and caches as I have lot's of site's info saved there which needs re entering.

It still does not work using the EE app on my iPhone and I have updated to latest iOS software and latest EE app version, nor does it work by connecting to the WiFi device by IP address, Forbidden message.

Sorry to see I'm not the only person with this issue.

Rob

Re: Data remaining

Christopher_G — Mon, 22 Aug 2022 16:55:36 GMT

Thanks for the feedback @robt123, we're looking into it.

It may be worth carrying on using the desktop site for now.

Chris

Re: Data remaining

Serenity349 — Mon, 22 Aug 2022 20:51:58 GMT

I’ve found a solution that works.

I’ve moved to GifGaf.

Re: Data remaining

1957201257 — Thu, 25 Aug 2022 22:42:25 GMT

iv had 5 lads in my office try different things and all i want to know is how much data is left on my EE mini WIFI to top it up …. get a grip EE should make this easier

Re: Data remaining

Leanne_T — Fri, 26 Aug 2022 06:11:13 GMT

Hi @1957201257

Thanks for coming here.

Can you visit add-on.ee.co.uk? if you clear all cookies and cache and open in a new web browser you should see the remaining allowance.

Leanne.

Re: Data remaining

Serenity349 — Fri, 26 Aug 2022 06:38:52 GMT

You clearly have not read what has been said here or in other similar questions. I have used multiple devices. Multiple browsers. Cleared cache and cookies. It doesn’t work. I have £41 credit. 0 mb of data and no way of getting any more. Doesn’t work with text message requests. Customer service is a joke. Calls not answered after 90 minutes and emails not replied too.

Re: Data remaining

Leanne_T — Fri, 26 Aug 2022 07:54:41 GMT

The data add-on page showing an error has been reported to the relevant team @Serenity349

If clearing cookies and cache does not work for you, please try calling us again on 150.

Leanne.

Re: Data remaining

pxl — Fri, 26 Aug 2022 10:30:35 GMT

Same here, started a few days ago. Noticed it on the new mobile app, then confirmed on the desktop website (using a computer which has never logged into my EE account before). 3 SIMS on the account, all with active 15GB data packs, all showing 0MB of 0MB left, same for minutes and texts.

Also, on the mobile app, the "view full usage" button takes you to a screen which doesn't show any usage data.

Re: Data remaining

Serenity349 — Fri, 26 Aug 2022 10:35:18 GMT

How about you calling me, so I don’t spend 90 minutes on a call waiting for an answer before it disconnects?

you seem to forget who the customers are and what service is.

Re: Data remaining

Leanne_T — Fri, 26 Aug 2022 10:51:27 GMT

Hi @Serenity349

Sorry we have no account access on the community, to get this looked into you would need to call us.

Leanne.

Re: Data remaining

Leanne_T — Fri, 26 Aug 2022 10:52:02 GMT

Hi @pxl

Can you view your usage details if you text BALANCE to 150?

Leanne 🙂

Re: Data remaining

pxl — Fri, 26 Aug 2022 11:02:35 GMT

Yes, that works. Thanks, I can use that until the website and app are fixed.

Re: Data remaining

pxl — Fri, 26 Aug 2022 11:04:38 GMT

🤞the pack automatic renewal goes through properly tonight

Re: Data remaining

robt123 — Thu, 20 Oct 2022 14:29:22 GMT

2 months since I first reported this issue and there have been at least 2 upgrades to the phone app in that time. However, when I open my app I still get the message "Something went wrong and we cannot show you your remaining minutes at the moment. We're sorry about this. Please try again in a few minutes"

Bearing in mind the first post being 2 months ago, that's about 92,160 minutes later, how long should I wait?

Rob.