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

EE App not working

KieranBradford — Sat, 27 May 2023 07:15:35 GMT

My EE app on my phone isn't working, tried re installing but no joy. Go to website and some features aren't working, can't gift data. Tried installing app on my tablet and doesn't work there either

Re: EE App not working

Northerner — Sat, 27 May 2023 07:46:18 GMT

Hi @KieranBradford

What device do you have?

You can only gift data to accounts you are the account holder and they must be pay monthly contracts.

Thanks

Re: EE App not working

KieranBradford — Sat, 27 May 2023 08:18:12 GMT

Both the devices I am trying to gift data to are pay monthly EE contracts, I've never had a problem until this month. The app hasn't worked on my phone for a few days but wasn't overly bothered but now want to gift data to my son so he doesn't have to buy data and nothing is working. I have a Sony Xperia 1 iii and my tablet is a galaxy S6 lite, very frustrating

Re: EE App not working

Christopher_G — Sat, 27 May 2023 11:02:12 GMT

Hi @KieranBradford

Since this problem is happening both with your app and the website, I'd recommend speaking to our Mobile Care team so they can look into this for you.

Chris

Re: EE App not working

Autothrottle — Wed, 31 May 2023 11:55:03 GMT

Samsung S10

Identical issue.

Reboot, clear cache, no change. EE logo in the centre of the screen. Logo shrinks and moves up the screen, then nothing happens.

Re: EE App not working

Leanne_T — Wed, 31 May 2023 12:03:25 GMT

Hi @Autothrottle

Thanks for coming here.

Can you try deleting the app, then going to your app/play store and redownloading the My EE app.

Does this work for you?

Leanne 🙂

Re: EE App not working

Autothrottle — Thu, 01 Jun 2023 06:25:46 GMT

Hello,

I was about to reply and say "yes", but having reinstalled the app, and having spent an age looking at the ee logo....

I had to login and set up the app. I closed it & reopened it. Guess what? I had to login and start again, setting up as a new user, as if I had never done so before. It's the same each time I open the app.

The previous version was clunky, but it worked. This iteration is unfit for purpose

Re: EE App not working

Leanne_T — Thu, 01 Jun 2023 06:20:15 GMT

Hi @Autothrottle

If you are having problems with the app after deleting and re-downloading from the app store, please call us on 150 and our mobile care team will get this looked into for you.

Leanne.

Re: EE App not working

Autothrottle — Thu, 01 Jun 2023 16:59:07 GMT

Hello Leanne_T,

Thanks for your reply. From speaking to 150, it's a known issue - not just for me, but for your ee staff, too.

Re: EE App not working

Alece10 — Wed, 07 Jun 2023 15:12:36 GMT

Exactly the same with me and I've tried uninstalling and installing the app several times.

Re: EE App not working

Leanne_T — Wed, 07 Jun 2023 15:25:42 GMT

Hi @Alece10

What problems are you having with the app?

Can you log in?

Leanne.

Re: EE App not working

Alece10 — Wed, 07 Jun 2023 15:41:16 GMT

I've just spoken to someone at EE as had another query and they have told me there is an ongoing issue with the app which they are aware of and trying to fix. Was told just to keep trying it.

Re: EE App not working

Chris_B — Wed, 07 Jun 2023 17:24:55 GMT

@Alece10 Have you tried clearing the device cache?

Re: EE App not working

Muqbool — Sat, 17 Jun 2023 19:45:28 GMT

This is a known issue and probably affecting many devices and Android versions. EE should stop advising users to reinstall or clear cache etc. or keep trying it. They need proper comms to customers to say there is a problem and a further message when the fix has passed system testing and user acceptance testing.

Re: EE App not working

Chris_B — Sat, 17 Jun 2023 20:43:40 GMT

@Muqbool Can you login to your online account? If you can not logon to that also you need to call customer services and request an account reset.

Re: EE App not working

Muqbool — Sun, 18 Jun 2023 02:38:09 GMT

Yes thanks Chris. The account is absolutely fine through the website. It is the app that EE are trying to fix without telling anyone it no longer works for many users.

Re: EE App not working

pb8918 — Sun, 25 Jun 2023 13:44:49 GMT

I have the same issue, the EE app has always been below average at best but it cannot even do basic functions and it doesn’t seem to be fixed anytime soon. Unable to gift data either despite many uninstall and re-installs

Re: EE App not working

Ns61 — Sun, 23 Jul 2023 11:36:40 GMT

I have exactly the same issue. Been fine for years but now I cannot get to the gift data screen. Upgraded only a month ago based on being able to gift to my kids. Now I can't do that. Breach of contract by ee.

Re: EE App not working

James_B — Sun, 23 Jul 2023 12:53:41 GMT

Hi @Ns61,

Welcome to the EE Community. 🙂

What happens when you try to gift data?

Do you see the same problem in the app and My EE online?

James

Re: EE App not working

Chris_B — Sun, 23 Jul 2023 17:15:44 GMT

@Ns61 Can you access your online account? The app is not the only way to access your account. Have you tried clearing the device cache and uninstalling and reinstalling the app.