topic Re: Bug? in EE app and website

Bug?

Bazinga — Tue, 09 Aug 2022 19:04:24 GMT

I’m unable to enable the roaming button tell me to text 150 which I then roaming confirms roaming is enable but the app doesn’t reflect this

Re: Bug?

XRaySpeX — Tue, 09 Aug 2022 19:14:53 GMT

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

Re: Bug?

Bazinga — Tue, 09 Aug 2022 19:51:56 GMT

Thanks for the reply. Called cs they confirm roaming is active - told them about app - and it’s like well roaming is active , so the app doesn’t reflect that? It’s only an app. They miss the point customers should be able apply setting using the app.

lee

Re: Bug?

XRaySpeX — Tue, 09 Aug 2022 20:12:40 GMT

Don't rely on app, use online MyEE.

Re: Bug?

Bazinga — Wed, 10 Aug 2022 05:38:22 GMT

have the same issue on the web base service too.

Re: Bug?

James_B — Wed, 10 Aug 2022 06:59:47 GMT

Hi @Bazinga,

I'm sorry to hear your account information isn't displaying correctly in My EE.

Did our Customer Care Team raise a support ticket when you called?

James

Re: Bug?

Bazinga — Fri, 12 Aug 2022 19:50:01 GMT

I called again this morning given the button for mobile date and the one below refuse to toggle in the app -the agent completed a feedback form for the app, I don't think it is the app because the same issue happens when using a browser to log into EE. screen shots are above.

No one else appears to be complaining which lead me to think there is corruption with my profile or something within the ee system,

lee

Re: Bug?

Leanne_T — Sat, 13 Aug 2022 06:47:29 GMT

Hi @Bazinga

Thanks for coming back to us.

How long has this been happening?

If you text ROAM to 150, does this show roaming is active?

Leanne.

Re: Bug?

Glenn1611 — Sat, 13 Aug 2022 08:39:17 GMT

Exactly the same bug here: on the website and in the app.

150 text reports roaming is enabled on my account.

Can’t do anything with the toggle, website and app both report roaming is off, error message when trying to switch the toggle is “Something’s gone wrong, text INFO to 150 to make your changes”.

Re: Bug?

Leanne_T — Sat, 13 Aug 2022 08:48:38 GMT

Hi @Glenn1611

Thanks for coming here.

Please give us a call on 150 and our mobile care team can get this looked into for you and raise a support ticket for your My EE.

Leanne 🙂

Re: Bug?

Bazinga — Sat, 13 Aug 2022 17:43:18 GMT

problem is they don't. I was asked to monitor the situation for a few days and call back if I still had an issue. I Called back in later that day and had to register it as a complaint in order to get anything done. They completed a feedback form for the app even thought I made it clear the problem was happen when I used my Mac via safari, Chrome or Firefox.

I did contact the CEO office hopefully they will be more productive.

Lee

Re: Bug?

Bazinga — Sat, 13 Aug 2022 17:45:01 GMT

Good to know Im not the only one Glenn. there got to be glitch in the software or our profiles. You would expect many more customer to be complaining otherwise.

lee

Re: Bug?

Christopher_G — Sun, 14 Aug 2022 08:44:43 GMT

I've sent you a private message to get some information from you, @Bazinga.

Could you take a look and get back to me please?

Thanks

Chris

Re: Bug?

MozzaSec — Sun, 14 Aug 2022 09:54:41 GMT

Mine is exactly the same, added to the fact most of myEE for me seems broken, cant see the upgrade any more as it says I am ineligible, nor add another line, although CS have confirmed I can if I want as well as upgrade for the fee...

Re: Bug?

Bazinga — Mon, 15 Aug 2022 08:24:50 GMT

Just gets worse unable to view bill the other is a small matter greets with good afternoon its evening at 19:56 in my book.

Re: Bug?

Bazinga — Mon, 15 Aug 2022 10:03:48 GMT

Hi James yes they have raised a support ticket thanks Lee

Re: Bug?

Bazinga — Mon, 15 Aug 2022 10:04:17 GMT

Last time I used the feature was June 22

Re: Bug?

James_B — Mon, 15 Aug 2022 11:24:36 GMT

Hi @Bazinga,

Did you see any pop-ups when trying to view your bill? You should have been asked to share the bill with an app that can view it. The ability to view the bill in app is coming soon.

James

Re: Bug?

Glenn1611 — Thu, 13 Oct 2022 15:43:53 GMT

Good news!

This bug is fixed* in the latest version of the app ... by, er, the removal of the toggle.

Re: Bug?

James_B — Thu, 13 Oct 2022 17:57:29 GMT

Hi @Glenn1611,

Which version of the app are you using?

Are you registered in My EE as the bill payer or user?

James