topic Re: EE App Loading Bug in EE app and website

EE App Loading Bug

iammbuk — Fri, 04 Oct 2024 09:19:17 GMT

Hi All

The EE app for me this morning is not loading get a welcome to EE and then get a spinning wheel of doom, I can see others with the same issues this morning, was working fine yesterday, seems to be since last night iOS update 18.0.1 anyone else see the same issues - I have tried uninstalling and reinstalling but you get the same

This is what happens, and doing the same on multiple devices

Re: EE App Loading Bug

Debbie_G — Fri, 04 Oct 2024 16:19:03 GMT

Hi @iammbuk

Thanks for coming to the community.

I'm sorry to hear you're experiencing issues accessing the EE App.

Are you able to log into your My EE through a web browser?

Debbie 🙂

Re: EE App Loading Bug

iammbuk — Fri, 04 Oct 2024 16:25:37 GMT

@Debbie_G Hi, Sorry marked as solution in error, yes I can sign into the ee website without any issues, app logs in it just does load and you get those screens I shared needs escalating with your tech/dev team, I've checked with a few people today and they all have the same issues, so thing has changed

Re: EE App Loading Bug

Debbie_G — Fri, 04 Oct 2024 16:42:32 GMT

Thanks for getting back to me @iammbuk.

I recommend getting in touch with our tech guides, they will be able to access your account to look into this further and open a support ticket for your EE App if needed.

Debbie 🙂

Re: EE App Loading Bug

iammbuk — Fri, 04 Oct 2024 16:48:09 GMT

Hi @Debbie_G its not an issue with my account t its an app issues as other customers are facing the same issues today, there fore this needs escalated as an impact on service customer wide, I have spent the last two weeks on the phone to ee over other issues and I'm not prepared to have to keep calling over an issue ee has caused, its also been reported to ee by other customer as per the forum.

I will be raising this as a formal compliant if this is not sorted, cause the way I see it no-one at ee is willing to go the extra mile to resolve issues for there customers and that's not acceptable

Re: EE App Loading Bug

Debbie_G — Fri, 04 Oct 2024 17:22:03 GMT

I understand you want this to be escalated @iammbuk.
Our technical support team are the right area to help with this, they will be able to log a ticket for you. If other customers have also reported this to us, the team can log that you are also impacted by this issue and explain the next steps.

You are able to raise this direct with our dedicated complaints team via their online form.

Debbie 🙂

Re: EE App Loading Bug

Alyx_L — Sat, 05 Oct 2024 07:27:55 GMT

every time I go onto the EE app this message shows up when I press next a loading circle appears and just keeps spinning with no progression.. anyone know what could be the problem?

Re: EE App Loading Bug

Chris_B — Sat, 05 Oct 2024 07:42:07 GMT

@Alyx_L That will keep showing and it’ll continue to show if you keep closing the app before it’s set up. Once it’s setup you’ll not see that again

Re: EE App Loading Bug

UkzVortex98 — Sat, 05 Oct 2024 08:29:17 GMT

I reinstall the EE app on my new phone when I close it and then pick it back up in an hour it will just Hi Alex welcome then Next bottom doesn't move on back in to app

Re: EE App Loading Bug

Alyx_L — Sat, 05 Oct 2024 08:44:28 GMT

But it won’t let me go any further than the message or just keeps loading so I’m not able right at set anything up?

Re: EE App Loading Bug

Northerner — Sat, 05 Oct 2024 10:26:34 GMT

Hi @UkzVortex98

Tried closing it down and restarting the app.

What device do you have and are you on pay monthly or PAYG.

Thanks

Re: EE App Loading Bug

UkzVortex98 — Sat, 05 Oct 2024 13:32:15 GMT

I already tried closing it down and restarting the app and still same and it doing it now on my iPhone 16 pr and Ipad

Re: EE App Loading Bug

Lesley_W — Sat, 05 Oct 2024 14:24:44 GMT

Hi @Alyx_L

Welcome to our community.

I'm sorry you are having trouble setting up your app. Have you tried deleting and reinstalling the app?

Lesley

Re: EE App Loading Bug

WY3 — Sat, 05 Oct 2024 14:51:28 GMT

I'm a new customer. EE app isn’t working. I’ve tried to delete and reinstall the app. But it still does.

Re: EE App Loading Bug

Makka1985 — Sat, 05 Oct 2024 15:14:57 GMT

Hi did your sort this issue out as it’s happening to me on iPhone 15 aswell .ive deleted the app multiple times and reinstalled it but keeps happening?

Re: EE App Loading Bug

jcassells — Sat, 05 Oct 2024 15:28:08 GMT

Hi, I’m having this same issue with the app also.

any solutions yet?

iPhone 16 PM with iOS 18.1

Re: EE App Loading Bug

iammbuk — Sat, 05 Oct 2024 15:28:35 GMT

Hi @Makka1985 no issues still remains, no fix yet, can't see EE fixing it anytime soon considering it takes them months to fix bugs, from past experience, we can hope its sorted soon though, I have raised formal complaint, tried to call tech support today but the wait time was over an hour.

Re: EE App Loading Bug

iammbuk — Sat, 05 Oct 2024 15:29:43 GMT

@jcassells the more and more of us who complain maybe they will, sort it soon, cause it must be happening to loads

Re: EE App Loading Bug

iammbuk — Sat, 05 Oct 2024 15:31:23 GMT

Not seeing your screen grabs I'm afraid, but if your referring the loading spinning wheel its a know problem, I have raised a formal complaint regarding it as I can't get hold of tech support, some other users have reported to to them though

Re: EE App Loading Bug

Alyx_L — Sat, 05 Oct 2024 15:34:27 GMT

Hi, thanks!

I have yeah and it works the first couple of times I go on it and then this message comes up 🤦🏼‍♀️ a bit confusing really