topic Re: EE app in Broadband & Landline

EE app

Nicola47 — Thu, 31 Jul 2025 14:30:57 GMT

Hello,

Please can I confirm, is the general consensus not to use the EE app but to log in via website?

My broadband is being mover to EE soon and after 2 days I now cant read any of the engineer details on the app - it requires a passcode (?) to view engineer details (not anything else), when I put this in, it fails?

Fed up already (2 days), thanks, Nicola

Re: EE app

XRaySpeX — Thu, 31 Jul 2025 15:14:18 GMT

@Nicola47 : What engineer details?

I don't see how you would be able to see anything to do with your EE BB installation on either as you haven't yet moved to EE & so your EE BB won't be linked to your MyEE a/c. You should be be getting emails from EE about its progress.

Re: EE app

Nicola47 — Thu, 31 Jul 2025 15:21:52 GMT

I already have a mobile with EE, and I can now see my broadband open order in the app. Until today, I could open this and read all the details of my new broadband deal, when the Hub will be delivered to my address, when my Digital Voice phone will be switched on, when I have to return my current hub.... etc etc etc

Re: EE app

XRaySpeX — Thu, 31 Jul 2025 15:26:41 GMT

Ah, OK! Then you should also see the same on your online MyEE. I still can't see why you would need a passcode to see your order details.

Re: EE app

Nicola47 — Thu, 31 Jul 2025 15:29:30 GMT

Nor do I, especially when it now fails to allow me to access the info. in the app. When I call EE about this, I am told it's an issue with my mobile.

Customer service is dead.

Re: EE app

XRaySpeX — Thu, 31 Jul 2025 15:49:07 GMT

Show us the page where it's asking for this passcode, redacting any of your personal details.

Re: EE app

Nicola47 — Thu, 31 Jul 2025 16:00:02 GMT

It's doing it in the app and I dont know how to send a copy of that here sorry.

Thanks anyway.

Re: EE app

XRaySpeX — Thu, 31 Jul 2025 16:22:10 GMT

Is it doing it in the online MyEE a/c?

Use the Camera icon above your text to upload an image file to here.

Re: EE app

Nicola47 — Thu, 31 Jul 2025 16:30:26 GMT

It did prompt me to ask for a passcode to be sent online in MyEE a/c earlier today, when I sign in now (after I have logged in via my password), it then also asks for my password again when I try to open my broadband order (not anything else):

Re: EE app

Nicola47 — Thu, 31 Jul 2025 16:32:23 GMT

I have just completed above

Now it has also sent me this screen you asked for:

Re: EE app

XRaySpeX — Thu, 31 Jul 2025 16:42:49 GMT

That's just a normal passcode for logging into your EE a/c that you've agreed to be set up. It was optional but you choose it. Once you reply to it you can access anything within your a/c.

Re: EE app

Nicola47 — Thu, 31 Jul 2025 16:47:21 GMT

Yes, thats fine. However, in the app, once I put the passcode in, the screen freezes and doesnt proceed to the order.

Hence my original question, is it best to stick to the website? And why did this security check when opening my order only appear today (didnt occur a week ago)?

Re: EE app

XRaySpeX — Thu, 31 Jul 2025 17:58:44 GMT

Yes, but have you tried it thro' your online EE a/c using a browser as your OP originally enquired about rather than thro' the app?

Re: EE app

Nicola47 — Thu, 31 Jul 2025 20:36:33 GMT

EE have logged me out of my account due to security reasons to protect my account. I assume it's because I have been in and out a lot trying differnt things today.

I'll leave this for today now thanks. It's just not worth the effort, it has beat me today.