topic My EE app not working on iPhone and ipad in EE app and website

My EE app not working on iPhone and ipad

claretfc — Wed, 31 Aug 2022 21:05:56 GMT

Hi, my EE app no longer works on my iPhone and ipad. I am unable to sign in and manage my account and I have to access EE web on my pc and that is a little difficult as it keeps crashing.
I have twice spoken with technical support and was told it was a known fault and it should work again in “a couple of hours”. That was 5 days ago. I have seen the app work perfectly on android and wonder if it is an IOS issue.

Has anybody any thoughts on this?

Nick

Re: My EE app not working on iPhone and ipad

Jon_K — Thu, 01 Sep 2022 07:23:57 GMT

Hi @claretfc.

Welcome to the community.

What happens when you try to sign in?

Are you using the latest version of the app?

Jon

Re: My EE app not working on iPhone and ipad

claretfc — Thu, 01 Sep 2022 12:44:16 GMT

Hi Jon, thanks for your reply.

Yes I am using the latest version of the app and when I tap it to open I get this…

And if I tap log in I get this…

And when I tap continue…..

If I try to register a new account using an alternative email address t hat I occasionally use I get…

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

It has been like this for about a week on both my ipad and iPhone. I did speak with a technician called Lisa who was very helpful and she humbly apologised suggesting that it was a known fault.
I did try the app in my partner’s android and at least it did open but when I tried to register this happened…

As a work around I have used the EE WEB PAGE but that is very clunky and keeps crashing and my EE user experience is pretty bad at the moment.

I would be very interested in your, and anybody else’s thoughts on this matter.

Nick

Re: My EE app not working on iPhone and ipad

Jon_K — Thu, 01 Sep 2022 14:29:05 GMT

Thanks for this @claretfc.

It seems like your account is set up if you're able to log in online.

I'd recommend giving our Customer Care team a call so they can look into this further.

Jon

Re: My EE app not working on iPhone and ipad

claretfc — Thu, 01 Sep 2022 19:17:29 GMT

Hi Jon

Yes I have managed to speak with a technician who informed that there has been a major update in the app. She went on to suggest that I changed various settings around allowing JavaScript and cookies and the app now works on my iPad but not as yet on my iPhone. She also helped me to use the EE web facility as a work around and to keep trying with the iPhone as there may be more updates.

So at the moment I am, say, 75% up and running and hoping to be 100% soon.

I wonder how many more have struggled and why they did not issue some form of a notice warning of the new updates and of the possibility of some level of disruption, and suggesting work arounds.

Nick

Re: My EE app not working on iPhone and ipad

Jon_K — Fri, 02 Sep 2022 06:58:26 GMT

Thanks @claretfc.

Hopefully you'll be fully up and running soon.

Let us know if you need anything further.

Jon

Re: My EE app not working on iPhone and ipad

EX-Mike — Fri, 16 Sep 2022 10:18:32 GMT

Exactly the same for me, put in several complaints and heard nothing back really need to access my app as well

Re: My EE app not working on iPhone and ipad

James_B — Fri, 16 Sep 2022 10:21:12 GMT

Hi @EX-Mike,

Welcome to the EE Community.

What problems are you experiencing with My EE?

James

Re: My EE app not working on iPhone and ipad

Malbec — Mon, 11 Sep 2023 13:29:36 GMT

Same here

tried all the suggestions and listened to all thee EE responses

nothing solved and EE know they are out of order but won’t admit it

worst response to failure and no future resolution

Re: My EE app not working on iPhone and ipad

James_B — Mon, 11 Sep 2023 14:35:53 GMT

Hi @Malbec,

Welcome to the EE Community. 🙂

What problems are you experiencing with My EE?

James

Re: My EE app not working on iPhone and ipad

Malbec — Mon, 11 Sep 2023 15:40:51 GMT

Problems are the same as other posts
The ee app does not work and your response has not provided any resolution

Re: My EE app not working on iPhone and ipad

Christopher_G — Mon, 11 Sep 2023 17:34:06 GMT

If you're still having problems after deleting and redownloading the app, I recommend speaking to our Technical Support team, @Malbec.

Chris

Re: My EE app not working on iPhone and ipad

Malbec — Mon, 11 Sep 2023 17:44:51 GMT

Hello Christopher_G
The problem is quoted by many users and none have replied solved by
talking to tech support
If tech support have an answer they should make a solution available
online to all
My problem is all of the Q's and A's end up with this or a similar statement

If you're still having problems after deleting and redownloading the
app, I recommend speaking to our Technical Support team,

No listed resolution

Re: My EE app not working on iPhone and ipad

Glenafton1967 — Sat, 02 Mar 2024 10:51:06 GMT

iPhone too, not connecting to app and rewards app. When go to click, it kicks me out of apps

Re: My EE app not working on iPhone and ipad

Chris_B — Sat, 02 Mar 2024 11:39:47 GMT

@Glenafton1967 The app works fine on my iPhone. What rewards app are you referring to ? And have you entered your number on that rewards app.