topic Re: Data gifting is unavailable in EE app and website

Data gifting is unavailable

j1080 — Fri, 01 Mar 2024 09:45:16 GMT

In both the app and on the site, data gifting is down.

"we can't show this device's data"

"will be fixed soon"

Soon is not happening. My family members have no data and this is critical, and I am abroad and cannot call you.

Fix this immediately, it is not the first time, or I will be making a formal complaint.

Re: Data gifting is unavailable

Christopher_G — Fri, 01 Mar 2024 11:54:59 GMT

Hi @j1080

Welcome to the community.

Are you still having problems? Could you try doing this on a different device or browser please?

Chris

Re: Data gifting is unavailable

j1080 — Fri, 01 Mar 2024 13:18:03 GMT

I have tried both the app and the site, as stated clearly in the original post. On the phone EE have claimed it is because of the leap year and it will be fixed within the hour (now several hours ago). Are you really suggesting a telecoms group worth £12.5 billion can’t handle leap years?!

Re: Data gifting is unavailable

Christopher_G — Fri, 01 Mar 2024 17:17:35 GMT

Are you able to get access now, @j1080?

Chris

Re: Data gifting is unavailable

j1080 — Fri, 01 Mar 2024 21:31:05 GMT

No. And it’s clearly an ongoing issue judging by the amount of other posts. I am astonished that this cannot be fixed in over two days. This is more than an inconvenience - it’s now a safety issue and I’ll be taking it further.

Re: Data gifting is unavailable

James_B — Sat, 02 Mar 2024 08:46:41 GMT

Hi @j1080,

Is the phone you'd like to gift data from with you overseas?

Have your allowances refreshed while you have been roaming abroad?

James

Re: Data gifting is unavailable

j1080 — Sun, 03 Mar 2024 08:42:32 GMT

My allowances are refreshed. The bill is paid. The app doesn't work. The site doesn't work. The phone is with me.

The issue is not on my end. It is on yours. Plenty of other posts saying the same thing. Your responses don't offer any kind of solution.

I have had to buy unlimited data for my wife, so she can gift to my son, and somehow extracting more money from me allows that to work just fine...

Appalling. I will be looking for a refund and am seriously considering switching all three contracts away from EE.

Re: Data gifting is unavailable

James_B — Sun, 03 Mar 2024 08:58:27 GMT

I thinks that is the issue you're facing @j1080.

The terms and conditions of the data gifting feature state 'If you are outside your price plans standard countries when your monthly allowances refresh on your bill date, the main account holder will not be able to gift data until you return to the UK.'

James

Re: Data gifting is unavailable

j1080 — Sun, 03 Mar 2024 09:15:07 GMT

It has always worked before, your support line said clearly it was a leap year issue, and when I added data to my wife's account, I gifted the data to my son from HER number, on the same computer, on the same app, on MY phone in my CURRENT location.

So no, that's not the issue.

And if that IS the issue, it's an artificial restriction - a straight money grab.

Please confirm that is the "error" so I can begin the process of porting all three numbers to a new provider.

Re: Data gifting is unavailable

chistery — Sun, 03 Mar 2024 09:52:46 GMT

I can't gift data on one of my SIMs either. I have called EE and they tried and failed, they tried adding an unlimited data add-on to help, that didn't work. Now it's gone to their next level team and have to wait up to 5 business days for them to look at it.

Re: Data gifting is unavailable

j1080 — Sun, 03 Mar 2024 09:55:21 GMT

It's ridiculous that they can't solve this for us. And we are far from alone.

I cannot have my family without data so I am looking at alternatives.

Re: Data gifting is unavailable

James_B — Sun, 03 Mar 2024 10:04:43 GMT

Hi @j1080,

Is the phone number you're trying to gift data from the one that is roaming?

James

Re: Data gifting is unavailable

j1080 — Sun, 03 Mar 2024 10:06:13 GMT

You're barking up the wrong tree. Please see my previous post.

Re: Data gifting is unavailable

James_B — Sun, 03 Mar 2024 10:09:21 GMT

Hi @j1080,

If you don't think the issue is a result of your data refreshing outside of the UK, please get in touch with Technical Support who can access your account to see what is causing the issue.

They'll be happy to help.

James

Re: Data gifting is unavailable

j1080 — Sun, 03 Mar 2024 10:11:52 GMT

Once again - I have been in touch, and they said it was because of a leap year, and that it would be fixed within hours, several days ago. I don't think you have read any of my posts...

Re: Data gifting is unavailable

James_B — Sun, 03 Mar 2024 10:19:11 GMT

Hi @j1080,

Sorry, if it is a technical issue that is preventing you from gifting data, it isn't something we would be able to resolve via the community forum.

Technical Support would be the right team to take another look at this for you.

James

Re: Data gifting is unavailable

chistery — Mon, 11 Mar 2024 14:01:50 GMT

I waited the 5 working days for someone technical to look at it and nothing happened so called back.

The ticket was put in the wrong queue so no one picked it up till today. However EE now say it's part of their general data gifting issue they have had for months and have no idea how to fix it (ok, those words are mine, but clearly they don't or they would have fixed it). So I'm left with two SIMs I can't add data to or use. EE have no idea when or if it will be fixed even though it's affecting many customers.

Re: Data gifting is unavailable

Leanne_T — Mon, 11 Mar 2024 14:34:48 GMT

Hi @chistery

I am very sorry to hear you are unable to gift data on your account.

Whilst this is being looked into, our mobile guides can set up the data gift for you if you have time to give us a call.

Hope this is sorted soon for you.

Leanne.

Re: Data gifting is unavailable

chistery — Mon, 11 Mar 2024 14:41:20 GMT

Hi @Leanne_T

Thanks for the reply. They did try to add an unlimited add-on, and then limited add-ons, and then gave up. They couldn't do anything so I'm left with two SIMs with no data and the impression that EE don't know what the problem is as they admit it's been months and they are still looking at why it's happening and therefore no idea when it may get fixed.

With EE unable to add data, it may be a different issue, but it's far easier to say it's part of the known issue and there's not a lot I can do about it.

Re: Data gifting is unavailable

Leanne_T — Mon, 11 Mar 2024 14:43:17 GMT

Hi @chistery

Could the team gift data for you?

I would suggest getting back in touch to see if anything else can be done for the account.

Leanne.