topic Re: App shows incorrect data in EE app and website

App shows incorrect data

RobMcN84 — Sun, 28 Aug 2022 10:28:46 GMT

Hi All,

New to forum so please forgive me if I have done this wrong. Has anyone else noticed that when they log into the my ee app it displays the incorrect information?

For example...

When I log in I see a button that says "Upgrade your iphone" - I have never had an iPhone - ever!

I have 3 different handsets/numbers on my account and it says the same thing under 2 of them.

I reported this to EE technical support and 1st person I spoke to raised a support call. A week or so gone past so I chased an update and the 2nd person told me EE had no intention of fixing this as it has no impact on services or prices. I have tried reinstall the app and using the app on an other device and it goes the same thing. The website however is correct.

Any one else seen this?

Re: App shows incorrect data

Northerner — Sun, 28 Aug 2022 10:43:17 GMT

Hi @RobMcN84

It is clearly a software bug but as the person has said it doesn't impact your service so don't worry about it. I'm sure it will be fixed eventually.

Thanks

Re: App shows incorrect data

RobMcN84 — Sun, 28 Aug 2022 10:55:43 GMT

Yeah I understand that's what they said but the 1st guy I talked to said it would be fixed and 2nd guy said it wouldnt.

Not a great customer journey if ...

1. The app displays incorrect data

2. I am being told different things when I speak with EE.

Would be nice if app was correct 🤔

Re: App shows incorrect data

XRaySpeX — Sun, 28 Aug 2022 11:13:45 GMT

Text AL to 150 instead to get the correct allowance figures.

Re: App shows incorrect data

RobMcN84 — Sun, 28 Aug 2022 17:51:19 GMT

Tried this, no mention of anything other than bill info.

Thanks away.

Re: App shows incorrect data

Leanne_T — Mon, 29 Aug 2022 07:16:41 GMT

Hi @RobMcN84

Please give us another call on 150, the team will get this looked into further for you.

Leanne.

Re: App shows incorrect data

RobMcN84 — Mon, 29 Aug 2022 08:43:10 GMT

Hi Leanne,

Been onto 150 this morning and been told again, it wont be fixed?

Re: App shows incorrect data

Leanne_T — Mon, 29 Aug 2022 14:49:49 GMT

Hi @RobMcN84

Did our mobile care team raise a support ticket for you and this was the outcome from the ticket?

Leanne.

Re: App shows incorrect data

RobMcN84 — Mon, 29 Aug 2022 14:56:49 GMT

Hi Leanne,

Thanks for taking the time to message me. I think its getting a bit complicated/confusing. After you said to ring 150, I did do. I spent about 30/40 mins on the call with a lady, done some troubleshooting (same stuff I had already been over) she then chatted with what I guess was 2nd line support, and again came back and said no fix. She did offer some credit due to the issue around service but as it stands right now, I don't believe a ticket was raised for root cause or investigation.

Re: App shows incorrect data

Leanne_T — Mon, 29 Aug 2022 15:40:22 GMT

Hi @RobMcN84

Thanks for coming back to me.

If you would like us to help you get this looked into, please could you send me the details requested in a private message?

Leanne 🙂