topic Re: Continual problems in Mobile Services

Continual problems

Crithwood — Sat, 25 Nov 2023 09:48:46 GMT

I have a small business contract. I travel a lot, and mostly outside EU. I need calls, data and visibility of what I'm being charged, but cannot get this. The website shows errors every time I use it. The app shows errors every time. Customer service help is not much help, they just keep suggesting to delete and reinstall the app. I've done that 4 times now. Texts about roaming don't appear to work, no responses, no visibility of what's on or off. Working blind all the time, and sick of it. My accumulating bill amounts are always wrong or not visible and the sums don't add up. The total does not match the sum of the itemised amounts. I have good hindsight - I get a monthly invoice which is always a surprise - but no current info available. Its such a hassle to change service provider, but I'm at that point now. Any suggestions on a better provider?

Re: Continual problems

Chris_B — Sat, 25 Nov 2023 11:09:06 GMT

@Crithwood Have you tried clearing the device cache and uninstalling and reinstalling the app ?

Re: Continual problems

Katie_B — Sat, 25 Nov 2023 11:09:16 GMT

Good morning @Crithwood.

Welcome to the community.

I am sorry to hear that you have not been able to access your EE app or the EE account online.

Is this whilst you are roaming or does this happen in the UK to?

Are you aware if our customer service team have raised a ticket for this?

Katie

Re: Continual problems

Crithwood — Sat, 25 Nov 2023 12:51:15 GMT

I can access the account and the app, but they always have at least one error.

It happens everywhere, when roaming or in the UK. Text to 150 does not work when trying to change roaming types (seems there's at least three types of roaming and they each only work in some countries). The extra charges showing are always wrong, and the arithmetic in them erroreous. I am not aware of Customer service raising a ticket or not, there's not been any mention of a ticket. The most common suggestion is o uninstall and reinstall the app. This I've done several times (yes clearing the cache) to no effect.

Re: Continual problems

Crithwood — Sat, 25 Nov 2023 12:51:36 GMT

Yes tried that, no difference.

Re: Continual problems

Katie_B — Sat, 25 Nov 2023 12:55:00 GMT

Thanks for getting back to me @Crithwood.

This is of course is not the experience we would want any customer to have.

I would recommend giving us a call and speaking with technical care.

The technical care team will be able to view your account notes and raise a ticket to escalate this further.

Katie

Re: Continual problems

Crithwood — Sat, 25 Nov 2023 12:57:53 GMT

I've contacted technical help several times without any successful results.

Re: Continual problems

Katie_B — Sat, 25 Nov 2023 13:36:23 GMT

This would be the team who can escalate this further for you @Crithwood.

Once a ticket has been generated you will be provided with a reference.

Katie