topic Re: Data remaining on App different to Text AL to 150 result in EE app and website

Data remaining on App different to Text AL to 150 result

NigelGwin — Sat, 16 Mar 2024 16:07:12 GMT

Before the last App update (4 March 24) both the App and texting AL to 150 gave the same data remaining ca 30GB

After the App update the App showed ca 23GB remaining despite no use. So I texted AL to 150 which said I still have 30GB left. Uninstalled app and reinstall - no change 23GB on App 30GB by text. So I logged into account on website which also shows 23GB remaining. Phoned customer support, who said I had 23GB and that it should soon right itself after they re-initiated something.

Days later no change 23GB App 30GB by text.

Firstly I don't see why ca 7GB instantly disappeared on updating the APP if 23GB is correct and I was always previously told when the App was not working that text AL to 150 is the most correct.

Any ideas ????????

Re: Data remaining on App different to Text AL to 150 result

XRaySpeX — Sat, 16 Mar 2024 16:56:21 GMT

Visit http://add-on.ee.co.uk/status when not connected to WiFi to see your data & credit status. What does it say, obscuring your mobile no.?

Re: Data remaining on App different to Text AL to 150 result

NigelGwin — Sat, 16 Mar 2024 17:03:46 GMT

Re: Data remaining on App different to Text AL to 150 result

NigelGwin — Sat, 16 Mar 2024 17:07:34 GMT

Your current balance as of today 16:14 is £23.67. You have 800 minutes, unlimited texts and 30.8GB remaining until 04/04/2024 for your £10 Pack. Your remaining data includes 7.8GB of rolled over data. Your last top up was £10.00 on 31/10/2023 at 01:06. For more info on your packs, add-ons or free boosts, go to the EE app or ee

Re: Data remaining on App different to Text AL to 150 result

Katie_B — Sun, 17 Mar 2024 07:52:00 GMT

Hello @NigelGwin.

Thanks for coming here.

Are you aware if our customer care team refreshed your account online?

Katie

Re: Data remaining on App different to Text AL to 150 result

NigelGwin — Sun, 17 Mar 2024 10:43:34 GMT

They said they did, but nothing changed.

Which is the definitive number, the one by text or one from app/web?

Re: Data remaining on App different to Text AL to 150 result

Katie_B — Sun, 17 Mar 2024 11:07:24 GMT

I'd recommend giving us another call @NigelGwin.

Our customer care team have account access and will be able to confirm this for you.

They will then be able to investigate this problem further.

Katie