topic App in EE app and website

App

Lee19803 — Fri, 06 Sep 2024 12:18:27 GMT

EE APP dont work properly, keeps saying cant connect to the servers and can't load your details but can still see my bill and account etc....but i can't upgrade my phone or add say a games console to my plan, spoke to EE on the phone and they couldn't help

Re: App

Chris_B — Fri, 06 Sep 2024 12:36:14 GMT

@Lee19803 Have you tried clearing the device history and cookies? Then delete the app and reinstall it

Re: App

Lee19803 — Fri, 06 Sep 2024 13:11:17 GMT

How do you clear history and cookies?

Re: App

Lee19803 — Fri, 06 Sep 2024 13:23:04 GMT

Yes tried that and still the same

Re: App

Christopher_G — Fri, 06 Sep 2024 16:24:49 GMT

Hi @Lee19803

Are you able to log into the EE Online desktop site?

Chris

Re: App

Lee19803 — Fri, 06 Sep 2024 17:21:40 GMT

Yes i can but still cant atcually do anything on there like upgrade my phone etc....

Re: App

Christopher_G — Fri, 06 Sep 2024 17:23:14 GMT

OK, thanks @Lee19803

It sounds like it could be an issue with your account or profile. I recommend speaking to our Mobile Care team so they can look into this further.

Chris

Re: App

Lee19803 — Fri, 06 Sep 2024 18:49:23 GMT

I spoke to EE the other day and they said my account is all fine

Re: App

Lee19803 — Sat, 07 Sep 2024 13:50:59 GMT

Still the same, why cant it be fixed?....poor service from EE

Re: App

Lesley_W — Sun, 08 Sep 2024 09:03:16 GMT

Thanks for coming back with an update @Lee19803

I'm sorry you didn't get this resolved when you spoke to our team. Did they mention any next steps such as raising this with our technical team?

Lesley

Re: App

Lee19803 — Sun, 08 Sep 2024 20:44:27 GMT

All they said was that others are having the same issue

Re: App

Peter_W — Mon, 09 Sep 2024 11:35:19 GMT

Hey again @Lee19803.

Whilst multiple users may experience similar issues, we always want to be sure that we've got a full understanding of the factors influencing this, as these aren't always identical.

I'd definitely recommend getting back in touch with our team so we can make sure that all the right checks have been done.

If there are any wider issues at play, they would usually grab some details from you to highlight how exactly you're impacted too.

Peter