topic Re: accessing the ee app in EE app and website

accessing the ee app

woodyowl — Fri, 07 Jul 2023 18:19:09 GMT

I have been with ee for two weeks and so far had no luck in accessing the app to view the account etc. It keeps closing down. It shows a profile but nothing else. I have been to two ee branches and they have no idea what is wrong. One branch suggested waiting one month and trying again. Not good enough so need proper help please.

Re: accessing the ee app

Katie_B — Sat, 08 Jul 2023 06:34:06 GMT

Hello @woodyowl.

Do you have the latest version of the app?

I would also recommend deleting the app and redownloading.

Are you able to log in to your My EE account online OK?

Katie

Re: accessing the ee app

woodyowl — Sun, 09 Jul 2023 06:57:10 GMT

Katie, thanks for the response.

I have reinstalled the app several times.

I have registered my email and set up the password and confirmed the bank account details. All going well until I go to the next stage. An error message comes up to say the request can’t be completed at the moment and to try later. This has been the same since I joined ee two weeks ago. Very frustrating. I have spoken to two branches and they have not got a clue. I have spoken to the tech team on 150 and they too haven’t sorted it. All I get is that they have had a problem with the app. Not impressed with ee at the moment. Bryan.

Re: accessing the ee app

Chris_B — Sun, 09 Jul 2023 07:29:31 GMT

@woodyowl Have you tried clearing the device cache?

Re: accessing the ee app

woodyowl — Sun, 09 Jul 2023 07:51:24 GMT

It’s the same result on my laptop.

Re: accessing the ee app

Katie_B — Sun, 09 Jul 2023 11:47:59 GMT

Thanks for getting back to us @woodyowl.

Was any other update provided when you spoke with customer care?

Katie

Re: accessing the ee app

woodyowl — Sun, 09 Jul 2023 12:38:22 GMT

No. Other than it has been reported and that someone will contact me. Nothing since.

Re: accessing the ee app

Katie_B — Sun, 09 Jul 2023 12:58:01 GMT

When was the last time you spoke with the team @woodyowl?

Speak soon,

Katie

Re: accessing the ee app

woodyowl — Sun, 09 Jul 2023 13:07:38 GMT

about ten days ago.

Re: accessing the ee app

woodyowl — Sun, 09 Jul 2023 13:09:04 GMT

I went to the Sheffield branch on Wednesday and they said to ring and ask for tech 2. No idea.what to do.

Re: accessing the ee app

Katie_B — Sun, 09 Jul 2023 13:10:43 GMT

Hi @woodyowl.

That would be our Level 2 team.

I would recommend following that advise and giving us a call for an update.

Katie

Re: accessing the ee app

Chris_B — Sun, 09 Jul 2023 13:37:57 GMT

@woodyowl if you can’t access your account online or via the app you just need to call customer services and request that they reset your account.

Re: accessing the ee app

woodyowl — Sun, 09 Jul 2023 14:21:01 GMT

Thanks. I will try that.