topic Re: APP & Website Error in EE app and website

APP & Website Error

Vivi099 — Wed, 31 Jul 2024 11:14:48 GMT

Good afternoon,

Is anyone else experiencing the same issue? what’s the solution for this? - any help is greatly appreciated.

1st screenshot: The EE App

2nd screenshot: The EE Website

Re: APP & Website Error

chistery — Wed, 31 Jul 2024 11:24:47 GMT

What are you trying to do?

It's often easier to call than trying get the web and app to work.

Re: APP & Website Error

Vivi099 — Wed, 31 Jul 2024 11:38:21 GMT

Just trying to log in. - i wanted to pay the monthly bill. - have called but the line was busy, I will try again later.

Re: APP & Website Error

Debbie_G — Wed, 31 Jul 2024 13:58:26 GMT

Hi @Vivi099

Thank you for coming to the community.

How long have you been experiencing issues for?

You can find more information for ways to pay your bill in our Pay Your Mobile or Broadband Bill, Help page.

Debbie 🙂

Re: APP & Website Error

Vivi099 — Wed, 31 Jul 2024 15:54:59 GMT

Hi Debbie,

Thank you for the above.

I would say 3 days but I brushed it off thinking it’s some update.

Unfortunately, that page also shows up with an error, so can’t even pay. - I’ll try to ring EE again after work and see if they pick up.

Best Regards,

Vivi

Re: APP & Website Error

Katie_B — Wed, 31 Jul 2024 16:25:16 GMT

Hi @Vivi099.

Please keep us updated following your call to customer care.

Speak soon,

Katie

Re: APP & Website Error

Vivi099 — Thu, 01 Aug 2024 10:03:47 GMT

Hi @Katie_B

Spoke to EE, was on the phone for a while, trying different things.

Such as: clearing all the cache from the browser, trying to log in both PC and phone, checking the app version (it’s up to date), resetting the password etc.

Unfortunately, all attempts failed but they have raised a ticket number and they will contact me in 3-5 working days with a resolution.

Hopefully, it gets sorted then and I can leave an update here to help others.

Vivi

Re: APP & Website Error

Katie_B — Thu, 01 Aug 2024 10:12:50 GMT

Thanks so much for keeping us updated @Vivi099.

It sounds like the right team are looking into this for you.

Katie

Re: APP & Website Error

Vivi099 — Fri, 20 Sep 2024 09:25:53 GMT

Update/FYI

This still hasn’t been sorted, it’s been almost on going for 2 months. - has been raised by multiple tech agents. - reached lvl 2

Resolution was promised 2 weeks ago but unfortunately nothing yet.

Vivi

Re: APP & Website Error

Katie_B — Fri, 20 Sep 2024 12:37:22 GMT

Hi @Vivi099.

Thanks for keeping us updated.

When you spoke with Level 2 did they provide you with a timescale for a resolution?

Katie

Re: APP & Website Error

Vivi099 — Fri, 20 Sep 2024 13:38:30 GMT

Hi @Katie_B

A tech agent stated this reached lvl 2 management and they’re investigating the issue and that someone else also had the same issue as mine and theirs is now fixed. He said to expect a resolution “either today” or tomorrow”. It’s been more than 2 weeks but personally didn’t have the chance to speak to anyone from lvl 2, yet. (Called yesterday to chase this up but still unresolved)

Vivi

Re: APP & Website Error

Katie_B — Fri, 20 Sep 2024 14:12:04 GMT

I'm sorry to hear this @Vivi099.

Our Level 2 team are the best people to be looking into this.

Hopefully there is an update soon.

Katie