topic Re: Why does the mobile App and Texting BA give different PAYG DATA remaining? in Archived Posts

Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Tue, 11 May 2021 09:12:15 GMT

If I go into my account from my PC it says I have 8.5 GB of data remaining, but when I text BA to get my balance it says I have 15 GB remaining. The renewal text from the last Pack top up confirms that the lower figure is correct.

How can I get the true data balance using text messages?

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

James_B — Tue, 11 May 2021 11:24:42 GMT

Hi @str8chat,

Welcome to the EE Community. 🙂

You should see the same allowance figures reported by both methods. Please get in touch with Customer Care so our Tech Gurus can look into this issue for you.

They'll be happy to help.

James

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

XRaySpeX — Tue, 11 May 2021 12:36:34 GMT

Does MyEE just give how much of your pack data remains while the BA text includes your Boosts &/or data rollover?

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Tue, 11 May 2021 19:13:41 GMT

I reported this problem as you suggested months before the pandemic started. That was at least two years ago. Customer Care had plenty of time to escalate the issue and get it fixed.

Far too many web sites have problems that never get addressed when they are reported to the appropriate Customer Care teams, so I have adopted the policy of one strike and I won't waste my time trying again. If Customer Care really did care, then they would react after a single call.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Tue, 11 May 2021 19:52:34 GMT

@XRaySpeXThanks for your reply.

I've done the sums this evening on the results I have had in the past together with the response I got to BA today, and it appears that when I text BA, then my DATA boosts get added twice.

The App and the website both correctly show the data available after a new pack starts as:

Pack Data + Boosts + Any Roll-over

However, the text response to BA produces

Pack Data + (2 x Boosts) + Any Roll-over.

I reported this to Customer Support a long time ago. EE is not the only company that has appalling IT support relating to bugs in their system.

Do EE employees actually use the EE systems? If not, why not? If so, why are there still bugs in the system? Why should I waste hours of my time making phone calls to customer support departments when they simply ignore reports of problems?

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

XRaySpeX — Tue, 11 May 2021 20:06:14 GMT

Well spotted 🙂 !

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Thu, 13 May 2021 10:02:07 GMT

Hello@James_B

I have reported this issue some time ago. I don't know about EE, but with many companies reporting minor problems through the proper channels even three or four times doesn't help.

I expect that this issue to has been raised by other people as well as me, and especially by at least one person who works for EE.

It doesn't actually affect me as I can use the App on my smart phone to get the correct information. It doesn't affect my wife either as she has a basic call/text only phone with no Internet so data is of no interest to her. It will only affect those who have a non-smart phone that offers Internet capability, which are increasingly rare now.

Issues like this that never get fixed just give companies a worse image.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

James_B — Thu, 13 May 2021 10:25:01 GMT

Thanks for reporting this issue @str8chat

Our Tech Gurus will have raised a support ticket so the problem can be investigated by the relevant team.

James

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Thu, 13 May 2021 12:06:35 GMT

To @James_B

Thank you, James.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

354- — Sat, 05 Jun 2021 11:18:51 GMT

@James_B - Was there any updates for this please?

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

Leanne_T — Sat, 05 Jun 2021 11:40:36 GMT

Hi @354-

We have no access to individual account notes for an update, this was raised with our Tech Gurus who would be able to get this looked into.

Have you reported this to our Tech Gurus?

Thanks 🙂

Leanne.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Sun, 06 Jun 2021 10:39:55 GMT

To @James_B

No updates so far about any possible fix. As I have indicated in a previous post on this thread, I normally use the phone App, which works correctly. It also works from a PC, and surprisingly even the text acknowledgement I get when a new PAYG pack starts each 30 days, that text shows the correct information.

I used to have a Motorola RAZR V3 phone that had limited Internet access but no ability to install Apps. If I still had that phone, it would be a problem if I had no access to a PC and wanted to check my remaining data.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

Leanne_T — Sun, 06 Jun 2021 12:10:37 GMT

Hi there @str8chat

Thanks for coming back to us.

If you have had no updates, please get back in touch with our Tech Gurus on 150. They will get this looked into further for you.

Thanks.

Leanne.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

str8chat — Mon, 07 Jun 2021 19:20:02 GMT

Hi @Leanne_T

I reported this problem some time ago to the gurus on 150, but nothing happened. I don't normally send a text with BA to 150 as I tend to use the mobile App, which gives accurate results.

After my last pack was applied and I got the text message confirming the status, which was also correct. I decided to try BA again and it still showed the error.

I am not really bothered whether EE fix this error as it has minimal significance to me. I reported the problem, and I posted to the community in case others hit the issue.

Far too many sites simply cannot be bothered to fix problems that are reported to them.

Re: Why does the mobile App and Texting BA give different PAYG DATA remaining?

Leanne_T — Tue, 08 Jun 2021 06:58:52 GMT

Hi @str8chat

This would need investigating and a support ticket would need to be opened for you. If this is not resolved please call us on 150. The team will certainly get this looked into further for you.

Thanks.

Leanne.