topic Re: Ee app stopped working again in Archived Posts

Ee app stopped working again

ukguy1 — Wed, 18 Aug 2021 14:44:48 GMT

Hi here we go again, ee app updates and we can’t log in.

im on the latest iOS, tried resetting password, no luck

tried deleting and reinstalling, no luck

the password works fine on the website.

Since yesterday morning I can’t log into the app. It just says password wrong but it’s not.

im not calling customer services as all you get is wait a while!

This happened last year after an update and I was 2 months without the app, very inconvenient when I have 3 sims and data sharing.

Last time it started working again after 2 months.

what is it this time?

Re: Ee app stopped working again

ukguy1 — Wed, 18 Aug 2021 14:46:27 GMT

And I just noticed the other post “my ee app getting a fine tune”

looks like you broke it then! When is it being fixed again?

Re: Ee app stopped working again

mikeliuk — Wed, 18 Aug 2021 16:00:53 GMT

Hi @ukguy1 ,

When you login on the browser, are you able to show the password there? In my case, it was a different password than I remembered setting on Android. Perhaps the issue is different for iPhone.

Re: Ee app stopped working again

ukguy1 — Wed, 18 Aug 2021 16:10:46 GMT

yep 100% the same

Infact I just looked when logging back into this forum which uses the same password too and works fine.

Exactly the same one on the app doesn't work anymore

Re: Ee app stopped working again

Schockwave — Wed, 18 Aug 2021 17:02:26 GMT

@ukguy1 , I suggest you ring customer service, who can then reset it and you can then log-in afresh, as most do not have a problem with the app.

Re: Ee app stopped working again

ukguy1 — Wed, 18 Aug 2021 17:07:13 GMT

It's not up to me to sit on hold and going through security crap with CS to sort a problem out EE created again.

Too busy.

I don't normally have the problem either.

If I'm entering the correct password it should work, if I reset the password and it works on this forum and online, it should work in the app.

Re: Ee app stopped working again

Schockwave — Wed, 18 Aug 2021 17:13:53 GMT

@ukguy1 , you should not have to wait long for someone to answer the phone, I usually get through pretty quickly when needing to speak to someone,.If you time to come oh here, I would have thought ringing EE up to get this sorted would be important, and while waiting for someone to answer, maybe you could get on with doing something else, also try at a different time, and you may be surprised how quickly they answer. They have to go through security for obvious reasons.

Re: Ee app stopped working again

ukguy1 — Mon, 23 Aug 2021 21:51:21 GMT

Not an isolated issue

on the App Store if you view most recent reviews there’s loads having the issue.

seems the update has wiped out users logins.

Re: Ee app stopped working again

SUPERMKD — Wed, 25 Aug 2021 18:02:04 GMT

I don’t think it’s appropriate to ask customers to call 150 to fix an issue EE messed up.

Im really surprised that a lot of EE contributors and support team here in EE Community don’t even acknowledge the problem.

go check the recent Appstore review and check for yourself.

its a WIDE issue and not related to certain customer.

after the last update no one seems to be able login to the app.