topic Mobile Add On page in MyEE app not working in EE app and website

Mobile Add On page in MyEE app not working

Munkeymagic — Tue, 17 Oct 2023 09:52:05 GMT

Every time I try and access the Mobile Add On page for the phones on my account in MyEE, I get this error and it doesn’t work no matter how many times I try again.

I have tried deleting the app and reinstalling but it hasn’t helped. Any ideas as I can’t manage my account properly at the moment?

Re: Mobile Add On page in MyEE app not working

Katie_B — Tue, 17 Oct 2023 12:04:39 GMT

Hello @Munkeymagic.

Do you see the same problem when you log in to your EE account online rather than the app?

Katie

Re: Mobile Add On page in MyEE app not working

goldie31 — Fri, 02 Aug 2024 16:48:38 GMT

And here we are 2nd of August 2024 and doesn’t matter if you’re on the app or signed in online you still cannot get a data add on.
It’s 2024 people at EE why can you not fix this 😱

Re: Mobile Add On page in MyEE app not working

Katie_B — Sat, 03 Aug 2024 06:49:52 GMT

Hello @goldie31.

Welcome to the community.

Are you a pay as you go or pay monthly customer?

Do you see any error messages?

Speak soon,

Katie

Re: Mobile Add On page in MyEE app not working

goldie31 — Sat, 03 Aug 2024 08:12:00 GMT

hi. I have a 4G/LTE home/office router and usually have a 30 day £10/30GB subscription which usually runs out just before the 30 days are up. So if trying to top up I get the first message ADDONS PURCHASE ERROR. And when I then try to purchase a new subscription early I get the second message. TEXT NOW TO START NEW PLAN EARLY. But 150 does not recognise the command NOW when you text 150.

I’m sure every EE App user would be happy if the App was removed completely and EE rebuilt a new App from scratch. Ine that actually works that is.

Re: Mobile Add On page in MyEE app not working

Katie_B — Sat, 03 Aug 2024 08:37:14 GMT

Hi @goldie31.

Thanks for getting back to me.

I am trying to see if I can find some more information for you regarding these errors.

Do other commands to 150 work OK?

Has this been reported to our customer care team? the team have account access so can complete a full diagnostic and raise support tickets if needed.

Katie

Re: Mobile Add On page in MyEE app not working

goldie31 — Sat, 03 Aug 2024 14:42:48 GMT

Hi. I don’t know if other commands work on 150 as I have not had occasion to use them. I recently spoke to one of your advisors about this when I had the same issues and she text me a link on how I might be able to get a top up. But if I was to use any of them then they would think it was for the phone I was using and not my 4G/LTE router.

Re: Mobile Add On page in MyEE app not working

tabishshamim10 — Fri, 11 Oct 2024 16:14:16 GMT

I am a pay as you go customer. Cannot buy add-ons! Neither online (on https://ee.co.uk) nor via mobile app (Android). It has been giving me error since the last several months - so it looks like EE have deliberately disabled this option to force the customers to buy a subscription pack - which I absolutely don't need (I just need talk time). I am planning to port my number to another provider if EE don't reinstate the option to purchase add-ons.

Re: Mobile Add On page in MyEE app not working

XRaySpeX — Fri, 11 Oct 2024 16:17:00 GMT

@tabishshamim10 : Visit http://add-on.ee.co.uk/purchase when not connected to WiFi to see what data add-ons are available.

Re: Mobile Add On page in MyEE app not working

tabishshamim10 — Fri, 11 Oct 2024 18:47:15 GMT

Thank you - It just shows the data add-ons - as if data is the only thing customers would want. Where is the minutes add-on?

Any why can't I purchase it from the website for my mobile (I was always able to do that)? Why do I have to resort to the 'trick' of opening the page on my mobile with my wifi off. I DO NOT NEED DATA for the moment - I need only minutes - which EE is reluctant to offer me.

EE is frustrating the customers for something which would be super simple: add a 'minutes only' add-on - as was the case previously.

Re: Mobile Add On page in MyEE app not working

XRaySpeX — Fri, 11 Oct 2024 21:35:42 GMT

@tabishshamim10 : Have you tried texting ADD MINS to 150?

Re: Mobile Add On page in MyEE app not working

tabishshamim10 — Sat, 12 Oct 2024 18:07:30 GMT

Doesn't work either! It just responds with a generic message - so EE basically ignores my request to add minutes. This is in line with what I see everywhere - the option to buy 'minutes only' is disabled everywhere! EE only want you to buy data - which I am not going to do at all - I would instead port my SIM to another provider.

(Note: I do have enough balance (topup) in my account to add the minutes)

Re: Mobile Add On page in MyEE app not working

Katie_B — Sun, 13 Oct 2024 06:50:51 GMT

Thanks for trying @tabishshamim10.

If the command is not working, I would recommend reporting this to our technical care team.

It would be great if our technical care team can get this investigated and the add-on applied for you.

Katie