topic Re: EE Report A Problem - Bug when entering "describe the problem!" in EE app and website

EE Report A Problem - Bug when entering "describe the problem!"

davidjsmith67 — Mon, 03 Aug 2026 06:33:03 GMT

Hi EE Community,

There appears to be a bug in the Service Checker, Report a Problem when entering details about the problem in the data field (it is the last data entry prompt).

If you enter any helpful information to assist the technical support, then the issues fails to be logged. I receive the message along the lines of there is a problem with logging the issue, try again later.

If you click through the "describe the problem" data entry field and leave the data field empty then it works. I tried it twice this morning and the issue was logged, albeit without any information to assist technical support.

I am using a PC based browser (Safari or Firefox), rather than the EE app.

If the community has any influence on the IT areas of EE, perhaps you can ask the IT department to verify the issue and correct the bug?

Best regards,

Re: EE Report A Problem - Bug when entering "describe the problem!"

Rach_H — Mon, 03 Aug 2026 10:28:37 GMT

Hi @davidjsmith67,

Welcome to the Community!

I'm sorry to hear about the trouble you're having. Can I just check which fields you had selected initially, i.e if it was affecting calls, texts or the internet, and where this was happening, just to see if we can replicate this, and if you find it still happens when you clear your cookies and cache?

Thanks,

Rach

Re: EE Report A Problem - Bug when entering "describe the problem!"

davidjsmith67 — Mon, 03 Aug 2026 11:03:19 GMT

Hi Rach,

Many thanks for the reply.

I selected "Internet" (for Mobile broadband)

I then selected "unable to connect to the Internet"

As you step through, there is a free text data field to describe the issue. If you complete this, then the fault fails to be logged. If you ignore it, then a fault is logged without any information to assist technical support.

I would send you screen shots to demonstrate the steps, however, once a fault has been logged the status screen has changed to "Orange" and "We're looking into a problem in your area" and I cannot use the standard steps.

Hopefully this is sufficient to allow diagnosis.

Best regards,

Re: EE Report A Problem - Bug when entering "describe the problem!"

Rach_H — Mon, 03 Aug 2026 16:08:12 GMT

I've popped you through a Private Message @davidjsmith67, so we can get a bit more information.

Rach