topic Re: EE website and App down in Archived Posts

EE website and App down

hall68 — Wed, 27 Oct 2021 07:21:24 GMT

Hi,

What is happening with the website account pages and the app says sorry we are experiencing technical difficulties. If you have updated the app recently your password will no longer work you will need to change it. Alternatively try again later. It was like this all day yesterday and is still the same?

Re: EE website and App down

Chris_B — Wed, 27 Oct 2021 08:57:26 GMT

@hall68 Using web browser you need to reset your password. Click the forget password and you’ll then receive a email, use the link provided and change your password once it’s changed you should be able to login to your account. Do this from a PC or tablet do not do it from your phone as the email doesn’t come through for some reason.

Re: EE website and App down

bottley1959 — Wed, 27 Oct 2021 09:25:22 GMT

Hi I'm having the same problem as well.(for a few days)

Android phone have re-installed the app & followed your advice on changing password.

but still getting same message on app.

Any ideas ? 🙂

Re: EE website and App down

bottley1959 — Wed, 27 Oct 2021 09:27:08 GMT

Not sure if you can see the screen grab?

Re: EE website and App down

yc53 — Wed, 27 Oct 2021 09:42:44 GMT

Hi I'm having the same issue

My ee app doesn't work for log in. I can login to ee mobile app from web browser but it doesn't show my pack info

Re: EE website and App down

uvarvu — Wed, 27 Oct 2021 09:47:49 GMT

Something is definitely wrong. I just logged in to see if I can add the new Office 365 Smart benefit but it says that I don't have any smart benefits and my plan isn't eligible. I just checked my plan and it says "Plan" with no other information.

Re: EE website and App down

LouisaBrown — Wed, 27 Oct 2021 11:03:48 GMT

I am getting the "There seems to be a problem..." message too. No problems on the website, but the app has not been loading all day.

I have tried clearing the cache and even doing a full uninstall and reinstall and it still won't work.

Ironically it is the second month running where it has had issues right when my pack needs to be renewed. One might almost think it is being done deliberately so that I miss topping up and getting my old pack to automatically renew and get pushed to one of the newer (and for me not cost effective) packs.

Re: EE website and App down

354- — Wed, 27 Oct 2021 11:41:27 GMT

main dashboard - system failurepacks erroraddons purchase error

Re: EE website and App down

Christopher_G — Wed, 27 Oct 2021 12:57:02 GMT

Thanks for feeding this back, everyone.

Am I right in thinking that you're able to use My EE through your browser?

Chris

Re: EE website and App down

uvarvu — Wed, 27 Oct 2021 13:31:42 GMT

I can access but my plan has gone and so have my smart benefits.

Re: EE website and App down

Christopher_G — Wed, 27 Oct 2021 13:40:43 GMT

Is that the same on more than one device, @uvarvu?

What does it say when you text BALANCE to 150?

Chris

Re: EE website and App down

hall68 — Wed, 27 Oct 2021 13:55:00 GMT

Hi tried changing password did that app still down. Usually get replies trough email haven't had any although people have answered. Changing password doesn't work still app not working.

Re: EE website and App down

uvarvu — Wed, 27 Oct 2021 14:02:54 GMT

@Christopher_G Yep on the app all I see a white box where the plan name should be. If I send BALANCE to 150 I see £0.00 which is correct.

Re: EE website and App down

hall68 — Wed, 27 Oct 2021 14:09:02 GMT

Hi changed my password no change app down some account info online missing too. Been like this for 2 days now. I have 2 phones one shows all info other says having teqnical problems app won't load at all. Can someone see into this please. Changing password doesn't work.

Re: EE website and App down

354- — Wed, 27 Oct 2021 19:55:43 GMT

Have updated login password - Errors still are still showing, via the "my EE" web portal.

MyEE app constantly errors, even though the app is latest version, have already performed the clear "cache" and "storage", uninstall, reinstall.

Re: EE website and App down

Christopher_G — Thu, 28 Oct 2021 07:46:20 GMT

Did it reply with your plan and allowances too, @uvarvu?

Chris

Re: EE website and App down

Infinion — Thu, 28 Oct 2021 08:44:43 GMT

Similar fault on my account as well, both the website and the app tell me I do not have any Smart Benefits on my account even though currently I have 3 active ones!

I called EE who raised a ticket and tried to repair my account but after realising others have the same problem closed the ticket and told me to wait 24 hours and try again!

The fault is still there, I can not see my smart benefits any longer even after deleting and reinstalling the app and trying the web site on several browsers.

Please advise EE, how long is this going to take to resolve? Any ETA?

Re: EE website and App down

MissVicky — Thu, 28 Oct 2021 15:38:31 GMT

Neither the APP or the Website have been working properly for over a week. I have not been able to view my charges at all and get the same error message every time.

There are lots of complaints about this in the past few days but nobody has posted a valid response. The App store is full of complaints about this, doesn't anyone check it?

I have asked the Twitter team 3 times and shown the screen shot and been totally ignored.

Tried to phone as well today and after over 10 mins waiting for the call to be answered I gave up.

It might be good to reply to your customers, fix the problems and at least put something on the APP or your website to acknowledge you have issues!

Re: EE website and App down

LouisaBrown — Thu, 28 Oct 2021 15:43:49 GMT

Can't completely use it through the browser.

The current pack has says

Current pack

System failure

We are currently experiencing difficulties loading this information, please try again later

Then there is another message that says

What happened?

Sorry, we were unable to complete your request right now. Please try again later.

My app is still showing an error that won't let me log into it at all.

Re: EE website and App down

Shunty — Thu, 28 Oct 2021 17:43:18 GMT

I'm having exact same issue, even though I pay for some add-ons such as itemised billing, my account saying I don't have any.

Come on EE this is beyond a joke now, sort it out. There is clearly a problem at your end!!!!