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

EE app and website not working

Barney99 — Sun, 11 Feb 2024 19:04:54 GMT

We took EE for mobile sims and broadband late November 2023. Accessing the app and website has been a disaster from day 1. Fed up with contacting EE about it. Seems there are known bugs that have been there since prior to our contact. Now all we get is a page saying our account is closed!! Leaving for three months in Spain tomorrow and mobile sims and our roaming package is essential. Hopefully it’s only the app and website that has failed and our accounts are running well.

Re: EE app and website not working

Katie_B — Mon, 12 Feb 2024 07:34:11 GMT

Hi @Barney99.

Welcome to the community.

I am sorry to hear this, are you aware if our technical care team raised a ticket for this on your account?

Have you text ROAMING to 150 to ensure roaming is active? This will need to be text from each phone you are wanting to use in Spain.

You can find information on the EE Roaming Pass HERE.

Katie

Re: EE app and website not working

Barney99 — Mon, 12 Feb 2024 13:13:49 GMT

We have roaming as an add on package already. Do we still need to text? The options do not necessarily seem applicable. We were told just go and roam.
The major problem is that we cannot access the app or website at all. Been an issue since November when we started. Since talking to technical last night it just says account closed.

Re: EE app and website not working

Katie_B — Mon, 12 Feb 2024 13:17:57 GMT

Hi @Barney99.

Although you have a roaming add-on in place, roaming still needs to be activated.

I completely understand the importance of being able to access your EE account. Could you please confirm if the agent raised a technical ticket?

Katie

Re: EE app and website not working

Barney99 — Mon, 12 Feb 2024 13:37:49 GMT

Hi
I have just spoken to a colleague and was told it does not need activation. There is no direct option for that so now confused.

I spoke with KANE last night about 1830 and assumed he would have raised a ticket for it . Should be on our file

Re: EE app and website not working

Katie_B — Mon, 12 Feb 2024 13:42:45 GMT

Thanks for getting back to me.

To activate roaming on your account please text ROAMING to 150 @Barney99.

If the agent has advised you do not need to activate roaming this could be as it's showing active, however, texting ROAMING to 150 will confirm this for you.

More information can be found HERE under 'Get ready to roam'.

If a ticket has been raised on your account you should receive an update soon.

Katie

Re: EE app and website not working

Barney99 — Mon, 12 Feb 2024 16:21:59 GMT

Yes it’s activated on both sims. Thanks.

Re: EE app and website not working

Leanne_T — Mon, 12 Feb 2024 16:54:46 GMT

Thanks for letting us know @Barney99

Our What Should I Do Before I Travel? page some helpful tips 🙂

Leanne 🙂

Re: EE app and website not working

Barney99 — Mon, 12 Feb 2024 19:51:49 GMT

Spoke for a long time to a technical colleague, Bradley, who is the first one to really look at the issue and escalate it. Excellent service but it’s taken months. Well done him

Re: EE app and website not working

Katie_B — Tue, 13 Feb 2024 07:23:33 GMT

I'm happy to hear this has been escalated for you @Barney99.

Please be sure to keep us updated,

Katie

Re: EE app and website not working

Barney99 — Tue, 20 Feb 2024 18:52:04 GMT

Been travelling so not updated yet.
Whilst the colleague , Bradley, we spoke to, was really helpful he did escalate the issue to IT who would call back within 5 working days Disappointed that they have failed to respond. EE seems totally fragmented for any real support.

They did forward a case number which, at the moment we cannot trace.
Given up now

Re: EE app and website not working

Katie_B — Wed, 21 Feb 2024 07:42:46 GMT

Hi @Barney99.

I am sorry to hear you have not yet received an update.

Once the team have investigated this they will be in touch.

If you wish to chase this our customer care team on 150 will be able to view any updates.

Katie

Re: EE app and website not working

Barney99 — Tue, 27 Feb 2024 09:25:33 GMT

Following my last post on this topic we still cannot access either. Travelling in Spain for a few months and unable to monitor data usage or bills. On the 12th February we thought we had cracked it with good technical support that escalated it to I.T. We were told they would respond in 5 working days. Nothing to date!! Ring them again is the only option but we are frustrated with, Whilst mostly helpful and nice support, it is fragmented. Even poppit had better support !!!. The community responses from EE are not providing any constructive support. Only other option is to write in!! Given up

Re: EE app and website not working

Leanne_T — Tue, 27 Feb 2024 12:00:40 GMT

Hi @Barney99

I am very sorry the support ticket is taking time to resolve for you. Our support team will be working on a resolution and as soon as there is an update the team will be in touch.

Leanne.

Re: EE app and website not working

Barney99 — Tue, 27 Feb 2024 17:30:58 GMT

They should have replied already with an update, even if they are still working on it. Totally discourteous at least if not unprofessional. Ask someone to call with an update. We are unable to monitor our data usage whilst roaming, they need to call on ***********. We leave it to you to chase.

Regards

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: EE app and website not working

Leanne_T — Wed, 28 Feb 2024 07:41:16 GMT

Hi @Barney99

I am sorry we have no account access on the community to check your account for an update and your personal details have been removed from the public forum.

If you visit add-on.ee.co.uk when not connected to WiFi your data usage should show.

Leanne.

Re: EE app and website not working

Barney99 — Wed, 28 Feb 2024 10:11:33 GMT

All details are still on the community so no issue with that. Cannot access or connect to that add on page for some reason.

Re: EE app and website not working

Leanne_T — Wed, 28 Feb 2024 11:11:10 GMT

Hi @Barney99

The thread would remain, any personal information like numbers/email would be edited 🙂

Do you have WiFi turned off?

Leanne.

Re: EE app and website not working

Barney99 — Wed, 28 Feb 2024 11:15:33 GMT

No all connected. It says it’s currently unreachable. Looks like we need to write in when we return home in May to clarify the issues as we feel they are not being addressed. We are paying for things we have never been able to access.
You guys have done all you can, unless you can feed back to technical or customer service.

Don’t really want to spend hours on the phone from out here.

Thanks again

Re: EE app and website not working

Leanne_T — Wed, 28 Feb 2024 13:40:09 GMT

Thanks for trying @Barney99

To access the add-on page you would need to make sure WiFi is turned off.

If you would like to discuss your account with our complaints team please see our Make a complaint (ee.co.uk) page.

Leanne.