topic Re: App upgrade actually a downgrade? in EE app and website

App upgrade actually a downgrade?

Crithwood — Wed, 17 Aug 2022 00:40:24 GMT

I find the new app worse than the old, and that was poor. It greets me with things like " good morning" etc, but gets that wrong. It doesn't know what time of day it is. After logging in, to do some actions requires me to again log in. And to make enquiries, for example about current extra charges, it crashes, and gives pointless comments like " something went wrong." It's not a reliable source of info, and do of no real benefit to me as a customer.

Re: App upgrade actually a downgrade?

Bazinga — Wed, 17 Aug 2022 05:47:35 GMT

This is so poor same here I can't believe the app was released and the web based system is equally bad. Good afternoon its 8pm

Re: App upgrade actually a downgrade?

Christopher_G — Wed, 17 Aug 2022 07:33:42 GMT

Thanks for feeding this back too, @Crithwood. We're looking into this, as well as some other fixes that are needed too.

There is other information available on the My EE desktop website.

Chris

Re: App upgrade actually a downgrade?

DrWho3000 — Wed, 17 Aug 2022 08:00:13 GMT

i quite agree this new app is very very poor there is alot missin on new from ols and each tine you want to do something you gave to keep logging in and with a pin which you didnt before
kets go back to the old app

Re: App upgrade actually a downgrade?

MozzaSec — Wed, 17 Aug 2022 08:02:52 GMT

Seems to be a lot of the same feedback from a lot of customers....

Re: App upgrade actually a downgrade?

DrWho3000 — Sat, 20 Aug 2022 10:17:14 GMT

why can't I claim my free boosts they are greyed out on the app and website even though I have them

Re: App upgrade actually a downgrade?

DrWho3000 — Sat, 20 Aug 2022 10:18:32 GMT

why can't I claim my free boosts they are greyed out on the app and website even though I have them

also why do i have to keep logging in to different parts of of app or it goes to website and login in again

Re: App upgrade actually a downgrade?

Jon_K — Sat, 20 Aug 2022 12:31:39 GMT

Hi @DrWho3000.

I'd recommend getting in touch with our Customer Care team so they can check your account and see what is happening with your boosts.

Jon

Re: App upgrade actually a downgrade?

RLMac — Sat, 20 Aug 2022 13:41:21 GMT

Sadly I share this issue and equal frustration. We have family sims. Son has run up extra charges as they do. I try to drill down in the app to get the details as to what they relate to and all I get is a blank screen.

just moved over from BT and promised the app was great! The BT app was nothing special but it worked.

Re: App upgrade actually a downgrade?

Crithwood — Sat, 20 Aug 2022 14:02:50 GMT

I've perservered and tried to give the app a fair go, but I'm now even more convinced that it is hopeless. I have used in many times. It annoys when I start it by greeting me with the wrong greeting ("good afternoon" in the morning, etc) and perhaps that might be because I travel, and can easily be in a different time zone. Its an unnecessary feature that if wrong, only annoys. What's wrong with "hello" ?

I have yet to use the app and not get an error message. Sometimes with a message about how hard someone is working to fix this. That just suggests that its a well known fault.

Its made more frustrating that the features I don't need or want seem to work, but those I need do not work. This silliness of signing up to 3-4 times during a session beats me. If I'm signed in already, when starting to look at some other detail why ask me to sign in again?

The often quoted advice to "contact customer services" is like a suggestion to hit myself on the head. Have those suggesting it ever tried to do this as a customer? It's actually suggesting that the customer torture themselves in attempting the impossible.

In about 50% of attempts I get "Log in error" message.

The adverts are a pest. "You're eligible for an upgrade" if a frequent one. I'd hope that as a customer wanting to change plan that I'm always eligible, and do not like the suggestion that sounds as if I've won a lottery. Its not a matter of chance surely, that if I want to choose plans I can do so? If I want a change, I'll pay for a change.

If I'm so disgruntled, you might ask why I stay? The UK coverage is superior in my opinion. That's the only feature holding me as a customer.

Re: App upgrade actually a downgrade?

Bazinga — Mon, 22 Aug 2022 08:13:47 GMT

Upgrade or FIFA (football) ads which take up so much real estate within the app. Im using the app to access setting not because Im interested FIFA or BAFTA. I want to access setting and for the feature to work.So many taps to reach an area. The app appears too take me to a blank web page also. The whole app is a mess.

Lee

Re: App upgrade actually a downgrade?

James_B — Mon, 22 Aug 2022 10:27:30 GMT

Hi @Bazinga,

Thanks for your feedback. Which feature is presenting the blank web page?

James

Re: App upgrade actually a downgrade?

Bazinga — Mon, 22 Aug 2022 12:53:34 GMT

Clicking on data usage bring up a blank screen

lee

Re: App upgrade actually a downgrade?

James_B — Mon, 22 Aug 2022 13:48:42 GMT

Thanks @Bazinga

I've passed this over to the app team for you.

James

Re: App upgrade actually a downgrade?

MozzaSec — Mon, 22 Aug 2022 20:22:34 GMT

I am still getting the no new connections allowed, even though I have been told numerous times I can add one...

And I dont want to talk to an agent about it, as last time they didnt understand the Microsoft Surface Duo 2 and thought it was a laptop...

Any timescales for the service to be fit for purpsose??

Re: App upgrade actually a downgrade?

Christopher_G — Tue, 23 Aug 2022 07:42:10 GMT

Thanks, @MozzaSec.

Does it do the same thing on other devices?

Chris

Re: App upgrade actually a downgrade?

MozzaSec — Tue, 23 Aug 2022 08:08:55 GMT

@Christopher_G

Yes across Windows 11 and 10, Ubuntu and IOS and Android 13 and multiple browsers and get the same error

Re: App upgrade actually a downgrade?

James_B — Tue, 23 Aug 2022 10:34:28 GMT

Hi @Bazinga,

We'll need to raise a single user fault ticket for this issue. Please get in touch with Customer Care so our Technical Support Team can help.

Thanks

James

Re: App upgrade actually a downgrade?

Bazinga — Tue, 23 Aug 2022 12:08:17 GMT

Hi James

I report the issue one big issue when you report a bug/issue the previous one is closed and no longer active

lee

[Mod edit: Image rejected due to it containing personal information.]

Re: App upgrade actually a downgrade?

MozzaSec — Tue, 23 Aug 2022 12:13:18 GMT

No offence @James_B and @Christopher_G

With all the reported issues, it needs to be logged as a master incident under your Service Management Team, and then passed to the Product team to fix as per ITIL..

Or do we need to all start emailing the BT Group and EE's CEO and COO to complain about the issues.... as that is what people will start doing to get some traction on the near complete breakdown of the Account Portal and associated services.

It needs someone at EE to take ownership to get the issues resolved as CS arent, Tech Support can't it needs to go back to IT.

And what @Bazinga says is correct you log one issue they close the others..