topic Re: Data gifting now working since 11 November 25 in Mobile Data

Data gifting now working since 11 November 25

jedspink — Fri, 09 Jan 2026 13:21:26 GMT

Hi

Since November 25 my data gifting has not been working on the app and web site. Neither work
I have called 150 multiple times and all they can do is gift the data from their end.
The web just says: "We'll have it fixed soon. Sorry, we can't show this device's data right now. Please try again later", The app just shows dots.
I raised a complaint, ID******** which was just closed with no feedback.
Is there any way to actually get to a tech person who can resolve this issue? It has been 3 months now and I'm considering leaving EE after 19 years with them and there fore-runner, and cancelling 5 contracts.

[Mod edit - removed complaint ID, please don't share any identifiable details in public]

Re: Data gifting now working since 11 November 25

Peter_W — Fri, 09 Jan 2026 14:48:45 GMT

Good afternoon @jedspink.

Whilst we can help you gift data from our end whilst this is ongoing, our team should also be raising a ticket so we can be sure the cause of the issue is investigated, too.

These sort of faults can often be complex though, so isn't something that's necessarily is possible to have as an immediate fix.

If a complaint is closed, you can request to have this re-opened again at any point within 28 days, and our team would be able to investigate further and advise you from there.

You can also check out the full details of our complaints and escalation process here:

EE Complaints Code of Practice - March 2024

Peter

Re: Data gifting now working since 11 November 25

bristolian — Fri, 09 Jan 2026 16:00:43 GMT

@Peter_W wrote:
our team should also be raising a ticket so we can be sure the cause of the issue is investigated, too.

Absolutely this. A single-user-fault would have an INC reference.

Re: Data gifting now working since 11 November 25

jedspink — Mon, 12 Jan 2026 19:51:10 GMT

My account only or a general problem?

Re: Data gifting now working since 11 November 25

jedspink — Mon, 12 Jan 2026 19:54:01 GMT

OK but I have to contact each time. What a pain. If a general problem there could be a notice to people telling them about problem. Not a generic notice "we will fix soon". It has been three months. I think EE are hiding the issue....

Re: Data gifting now working since 11 November 25

Ali_A — Tue, 13 Jan 2026 08:43:24 GMT

@jedspink

Data gifting is performed thousands of times per day through our app by our customers, so it does sound like it may be a problem with your account.

Not to worry, once this has been raised with the team for investigation and resolved, you'll not need to call each time you'd like to gift data.
Gifting can be performed through our app at your convenience 😊

I'm confident the team will get this fixed for you.

Ali

Re: Data gifting now working since 11 November 25

jedspink — Wed, 14 Jan 2026 16:58:40 GMT

Which team is best to contact? I contacted tech support, but they said they mainly deal with phone problems.

Like I say I am getting this on the Web site as well.

Thanks

Re: Data gifting now working since 11 November 25

Katie_B — Wed, 14 Jan 2026 18:29:00 GMT

Hi @jedspink.

I would recommend speaking with technical care, they have the ability to raise a ticket on your account if needs be.

Please keep us updated following your call.

Katie

Re: Data gifting now working since 11 November 25

jedspink — Thu, 15 Jan 2026 14:38:38 GMT

Thanks for the pointer Katie... I got through to a really helpful L2 guy in Newcastle.

He worked out it was because one of my accounts has a Protected SIM. Apparently this is a known issue since October 25 and your internal IT teams are still working on it. He has added me as an impacted customer.

He also showed me a work-around to allow me to gift until the fix is implemented, without having to call/chat to a Guide each time.

Re: Data gifting now working since 11 November 25

jedspink — Thu, 15 Jan 2026 14:39:06 GMT

p.s. the protected SIM should be the "solution"

Re: Data gifting now working since 11 November 25

Katie_B — Thu, 15 Jan 2026 15:10:33 GMT

Thanks so much for coming back and letting us know @jedspink.

I can update the solution for you.

Katie 🙂