topic Re: App/ Online crash in EE app and website

App/ Online crash

Wing091 — Mon, 18 Sep 2023 14:30:01 GMT

The app and online services have been absolutely shocking today, my phone line was disconnected due to having £75 outstanding in the bill, which I was trying to pay today, couldn’t do it on the app, couldn’t do it online, was told I couldn’t do it by calling 150, was told to text PAY to 150 to do it that way, but how??? Messages weren’t going through because my line had been disconnected- service today is absolutely shocking. I have been sat here without a usable phone for around 3-4 hrs. I have been a customer of yours for around 15 years, and my upgrade is due, think I might start looking elsewhere!!!!!

Re: App/ Online crash

Dunc1961 — Mon, 18 Sep 2023 14:31:56 GMT

Some have not been able to get on the app for days they say they are working on it 😞

Re: App/ Online crash

Katie_B — Mon, 18 Sep 2023 15:16:26 GMT

Hello @Wing091.

Welcome to the community.

Have you been able to try our online chat team?

What was advised when you called 150?

Speak soon,

Katie

Re: App/ Online crash

Wing091 — Mon, 18 Sep 2023 15:35:17 GMT

I was advised that the systems were down and to text PAY to 150- other than that to call back in a couple of hours- that’s ridiculous. I have 4 phones on my account with, all disconnected, none of which I could call or text on. Obviously I had to wait that 3-4 hours, and paid it online, after the app was still down. But that’s not the point, I did not get a text to say my lines were being restricted, and the total inconvenience of it all. Initially my fault- but not the point, as a company, EE should have been able to provide some way of paying, or reinstating the service until it was back. Surely there is some sort of back up service.