topic Re: EE App not working after update in EE app and website

EE App not working after update

MartinGM — Wed, 05 Apr 2023 02:53:40 GMT

After the latest EE App update, the App no longer works for me.

I can login and see my plan etc, but when I try to see my usage - the thing I really need - it says that I have 0 remaining (untrue) and then . . . "Something went wrong and we cannot show you your remaining data at the moment. We're sorry about this. Please try again in a few minutes."

It's been like this for over a week.

What can I do ?

Re: EE App not working after update

Christopher_G — Wed, 05 Apr 2023 07:32:22 GMT

Hi @MartinGM

Welcome to the community.

Does the same thing show on the My EE desktop site? Could you try deleting and re-downloading the app please?
Chris

Re: EE App not working after update

MartinGM — Wed, 05 Apr 2023 07:50:05 GMT

Thanks Chris,

The EE website says I have no data left, but “Usage” says 2.09 GB used of 125 GB.

I have a 125 GB monthly allowance and last time the App worked I had about 123 GB left ! I don’t actually use very much.

I am now in Japan and all data is turned off – has been since before I left the UK.

I can’t call EE because that is about £2.50 per minute – hence coming to the Community.

Since you replied, I have uninstalled then reinstalled the App – nothing has changed.

I’ll be back in the UK next week, but rather hoped to have sorted this out before then. I see there is “Chat” for business users but not for personal users, and I can’t find an email address for EE.

Cheers

Martin

Re: EE App not working after update

Christopher_G — Wed, 05 Apr 2023 11:00:45 GMT

Sorry I didn't realise that you were abroad, @MartinGM. Is it an international add-on that you're trying to find out how much allowance you have left of? It sounds like the 2.09GB used is of your 125GB UK allowance.

Chris

Re: EE App not working after update

MartinGM — Fri, 07 Apr 2023 02:01:04 GMT

Thanks Chris,
I AM abroad, but it is my UK usage that I am concerned about. I am not using data here in Japan - for too expensive !
The App says I have nothing left in the UK. When I return to the UK I shall need to use my phone straight away (eg to orgainise an airport pick-up to get me home).
No doubt I can find free wifi somewhere but then I didn't want to spend my first hours back home chasing lost data !

Re: EE App not working after update

Leanne_T — Fri, 07 Apr 2023 05:44:28 GMT

Hi @MartinGM

Does the same information show if you log into your My EE account online?

Also, if you go to add-on.ee.co.uk, does any data show remaining?

Leanne.

Re: EE App not working after update

MartinGM — Fri, 07 Apr 2023 06:47:03 GMT

Hi Leanne,
My EE account online shows "No data left" (in red).
There was about 122 GB remaining when I left the UK and I have certainly not used any whilst away. Mobile data is turned off.
I can't get anything from add-on.ee.co.uk - it comes up with this message and wifi is all I have here . . .

Please turn off your WiFi

To get access to this platform you need to turn off your WiFi within settings.

Re: EE App not working after update

Chris_B — Fri, 07 Apr 2023 07:10:32 GMT

@MartinGM Did your monthly allowance reset whine you was out of the UK ? If it did don’t work about what the app says now this will correct itself once your device connects to the EE network directly.

To access that link your device can not be connected to Wi-Fi it only works when you are connected to cellular data. You have mobile data turned off so obviously it’ll not work. Not sure why you have that off as you need to purchase a data add on to use cellular data in Japan. You can not use data otherwise so you’ll be charged if it’s off/on.

Re: EE App not working after update

MartinGM — Fri, 07 Apr 2023 07:24:22 GMT

Hi Chris,
Yes, my monthly allowance did reset whilst I have been away from the UK.
I get that the App might not display corerctly until I am back, but I'm not sure why the EE website also shows no data ?
I'm not concerned about add-on.ee.co.uk, its just that Leanne suggested I look there.
I have mobile data turned off in Japan because it is expensive and not needed since there is wifi "everywhere" (almost).
Thanks

Re: EE App not working after update

Christopher_G — Sat, 08 Apr 2023 06:44:28 GMT

Thanks, @MartinGM

I'm sure it will be OK when you return to the UK. If it isn't, let us know and we'll do our best to help.

Chris

Re: EE App not working after update

MartinGM — Sat, 08 Apr 2023 07:39:46 GMT

Thanks Chris,
I'll post here when I'm back
Martin

Re: EE App not working after update

Christopher_G — Sat, 08 Apr 2023 07:44:29 GMT

Thanks @MartinGM. Enjoy the rest of your trip.

Chris

Re: EE App not working after update

MartinGM — Sun, 16 Apr 2023 14:49:10 GMT

Well that was strange !

For 2 days after I was in the UK the App was showing no data. Now it is showing 125 GB.

Here are the strangenesses . . .

1. Not sure why the App, or my EE account on the web, didn't show my usage - why would being abroad affect that ?

2. Not sure why the App says "Something went wrong and we cannot show you your remaining data at the moment. We're sorry about this. Please try again in a few minutes." Trying again in a few minutes is the wrong advice. Trying again when you're home would have been better.

3. I seem to have gained about 3GB whilst I was away - not complaining, just bemused.

Anyway, all back to normal now, thanks for the support.

Re: EE App not working after update

Christopher_G — Mon, 17 Apr 2023 06:35:55 GMT

Hi @MartinGM

If you'd like someone to take a look at it for you, our Mobile Care team have access to your account if you call us on 150.

I'm glad it seems to be working now anyway. Definitely worth keeping an eye on it.

Chris

Re: EE App not working after update

MartinGM — Mon, 17 Apr 2023 10:43:14 GMT

Thanks