topic Re: EE App Bug Help - Android Phone in EE app and website

EE App Bug Help - Android Phone

MWF862 — Thu, 27 Jul 2023 15:25:31 GMT

Samsung A71.

1. On start-up the app takes >15secs to get to bio login, then >20secs to load account info. Is this normal?

2. When switching back to the EE App (open in the background) all I get is a black screen. The App has to be closed and re-started to get it to work.

Both are still prevalent after a cache clean...

Re: EE App Bug Help - Android Phone

Katie_B — Thu, 27 Jul 2023 16:15:25 GMT

Hello @MWF862.

Have you tried deleting the app and re-installing it?

Katie

Re: EE App Bug Help - Android Phone

MWF862 — Thu, 27 Jul 2023 16:34:53 GMT

Yes, done that, and confirmed to cache is clear.

Re: EE App Bug Help - Android Phone

Katie_B — Thu, 27 Jul 2023 16:47:57 GMT

Thanks for confirming @MWF862.

Are you experiencing this with My EE online or just the app?

Katie

Re: EE App Bug Help - Android Phone

Bee_kmt2223 — Wed, 11 Oct 2023 11:57:52 GMT

Mine is a black screen on the pages plan and when you want to upgrade

Re: EE App Bug Help - Android Phone

Katie_B — Wed, 11 Oct 2023 12:36:23 GMT

Good afternoon @Bee_kmt2223.

Have you tried deleting the app and re-installing it?

Katie 🙂

Re: EE App Bug Help - Android Phone

MWF862 — Wed, 11 Oct 2023 19:21:23 GMT

Just the app. It is now 20 secs to load up to the bio login, then >2mins to show the home screen after bio login is successful - the EE spinning dots...

Re: EE App Bug Help - Android Phone

MWF862 — Wed, 11 Oct 2023 19:25:13 GMT

And the app is so slow between pages loading, lots of spinning circles for up to 1 min - this is barely usable!!

Re: EE App Bug Help - Android Phone

Katie_B — Thu, 12 Oct 2023 07:08:57 GMT

Hello @MWF862.

What version of the app are you using?

Katie

Re: EE App Bug Help - Android Phone

MWF862 — Thu, 12 Oct 2023 07:33:38 GMT

The latest version on the Play Store - 5.23.0 (419547)

Re: EE App Bug Help - Android Phone

Leanne_T — Thu, 12 Oct 2023 08:36:44 GMT

Hi @Bee_kmt2223

Are you connected to WiFi or mobile data?

Have you tried deleting and reinstalling the app?

Leanne.

Re: EE App Bug Help - Android Phone

MWF862 — Thu, 12 Oct 2023 09:50:20 GMT

Connected via WiFi.

App deleted, re-installed, cache cleared.

Re: EE App Bug Help - Android Phone

MWF862 — Thu, 12 Oct 2023 09:56:04 GMT

Performance this morning: App start to bio login 30secs, bio login to home page 3min 30secs. Pretty poor server access...

Re: EE App Bug Help - Android Phone

MWF862 — Thu, 12 Oct 2023 09:58:22 GMT

At Home page - selecting data usage takes 40 secs to show next page...

Re: EE App Bug Help - Android Phone

Leanne_T — Thu, 12 Oct 2023 11:10:16 GMT

Thanks for coming back to me @MWF862

Please report this to our customer care team on 150, they can raise a support ticket for the app if needed to get this looked into.

Leanne.