topic Re: EE app down in EE app and website

EE app down

Samsungphone — Sat, 15 Jul 2023 22:36:16 GMT

Hi, anyone know when the app will be up and running again? I need to gift data. Thanks.

Re: EE app down

Leanne_T — Sun, 16 Jul 2023 06:26:50 GMT

Hi @Samsungphone

Thanks for posting 🙂

What happens when you log into the My EE app?

Can you access your My EE account online?

Leanne 🙂

Re: EE app down

Samsungphone — Sun, 16 Jul 2023 08:34:21 GMT

When I click on the app it says it is "undergoing some last minute maintenance."

Re: EE app down

Leanne_T — Sun, 16 Jul 2023 08:42:18 GMT

Hi @Samsungphone

Can you access your My EE account online through a web browser?

Have you tried removing the app from the device and redownloading from the app/play store?

Leanne.

Re: EE app down

ChristopherM — Sun, 16 Jul 2023 09:38:56 GMT

I am also having problems with the app - it just hangs on a black screen. Uninstalled and reinstalled. Restarted phone. Went through fresh log in and fresh setting up of the app. And it hangs again. I can do this unlimited times. It's pretty shabby when a leading comms provider can't provide comms that work. I already resent having to use the app each month to distribute mobile data, which I feel is just a cheap device to get me to look at whatever EE is promoting this month.

Re: EE app down

Leanne_T — Sun, 16 Jul 2023 10:20:39 GMT

Hi @ChristopherM

What device are you using?

Can you log into your My EE account online?

Leanne.

Re: EE app down

ChristopherM — Sun, 16 Jul 2023 17:21:13 GMT

Hi @Leanne_T - Thanks for getting in touch. I'm using a Samsung S20 5G (SM-G981B/DS). I can log into my account via a Windows PC. I received a call from an EE techie today. He was pleasant, persistent and knowledgeable, but he couldn't get it to work. He said that he would raise a ticket to get it sorted. However, I see that I then received 2 SMSs from EE, the first at 11:09 giving me a case number, and the second at 11:32 telling me that case number has been closed. Meanwhile, the app is still hanging and I have heard nothing further about why the case has been closed. All-in-all not the service I was expecting from EE.

Christopher

Re: EE app down

James_B — Mon, 17 Jul 2023 08:37:33 GMT

Hi @ChristopherM,

If you search for the My EE app in your app store, are there any updates available to download?

James

Re: EE app down

ChristopherM — Mon, 17 Jul 2023 09:11:59 GMT

@James_B Thanks for your reply. The answer is no, because I uninstalled the app before installing again via Play store, so that would ensure that I get the latest production version. The installed version is 5.18.1

Christopher

Re: EE app down

James_B — Mon, 17 Jul 2023 10:03:32 GMT

That's the latest version @ChristopherM

What is the full error message you see when logging in?

James

Re: EE app down

ChristopherM — Mon, 17 Jul 2023 16:45:22 GMT

There is no error message - the app just hangs with a black screen with very small blue dots static in the centre (these dots would normally be animated, of course.) The Android back button does nothing, but if I open the "swipe 'em away" page, I can do just that. Eventually, Android realises that the EE app has gone rogue and tells me that it is no longer responsive (or something like that).

Re: EE app down

Christopher_G — Mon, 17 Jul 2023 17:57:53 GMT

That's really strange, @ChristopherM

Are you able to log into the My EE desktop version on your phone?

Chris

Re: EE app down

ChristopherM — Mon, 17 Jul 2023 18:02:32 GMT

Hi ‐ Yes, I can log into the desktop version apparently.

Sent from Outlook for Android<>

Re: EE app down

Leanne_T — Tue, 18 Jul 2023 06:44:47 GMT

Thanks @ChristopherM

In this case, please get back in touch with our tech gurus on 150 and they will get the ticket looked into and make sure this is still open and will be investigated 🙂

Leanne.