by sentibm
Visitor

Data boosts lost because of my ee app error

During the last year I've been with EE I've collected a couple of 500MB data boosts. Lately I've been checking the available packs through the app, and the £5 everything pack wrongly showed as 2.1GB of data, 100 mins, 250 texts. So because I was MISLEAD by the app I decided to switch. As you might expect from the post title I'm now left with standard 150MB of data monthly. What I assume has happened is the app added the 150MB (rounded it down to 0.1GB) and 2GB i.e. 4 x 500MB of my boosts. It's an obvious app error, but even if it showed the correct values it should still warn about loosing boosts when choosing £5 pack and display a clear message with a confirmation button.

 

For now I switched to a promotional try 1 month of £15£ everything pack for £7.5 which ee offered me through text message in the meantime. But after this month passes I'll probably just leave ee.

4 REPLIES 4
by Skilled Contributor
Skilled Contributor

Re: Data boosts lost because of my ee app error

one of the many things EE products & services that’s displayed wrong all over the place! Or different prices or inclusions in different places/webpages/browsers. 

 

Shame you lost your boosts because it’s the only thing near competitive on EE payg.

 

 

 

*Easiest way to find info is*
EE HELP SEARCH https://ee.co.uk/help/help-new

Phone +447953 966 250

Live Chat/Complaints https://ee.co.uk/help/help-new/make-a-complaint

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by Grand Master
Grand Master

Re: Data boosts lost because of my ee app error

You lost your boosts cuz you switched from an above £8 pack to a £5 pack.

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by Skilled Contributor
Skilled Contributor

Re: Data boosts lost because of my ee app error


@XRaySpeX wrote:

You lost your boosts cuz you switched from an above £8 pack to a £5 pack.


They lost them because EE told them they were moving to a pack with the “£5 everything pack wrongly showed as 2.1GB of data, 100 mins, 250 texts” and that would have outweighed the free boosts  of data, so they opted in and lost them and got not what was described. That’s not the users fault the were mis sold by one of many EE IT gremlins.

Hopefully EE will sort it out and reverse due to their error or as they said it will be bye bye EE. 

*Easiest way to find info is*
EE HELP SEARCH https://ee.co.uk/help/help-new

Phone +447953 966 250

Live Chat/Complaints https://ee.co.uk/help/help-new/make-a-complaint

Complaints Code of Practice https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice
by
EE Community Support Team

Re: Data boosts lost because of my ee app error

Hi @sentibm

 

Welcome to the community.

 

The My EE app should show you your total allowance (including boosts).

 

If you go to plan & add-ons > see your add-ons it should show you a breakdown of your boosts.

 

Please see the statement below from our EE free boosts page:

 

If you change from a 30-day pack (£8 or above) to a seven-day £1 pack or to a £5 pack, or vice versa, you’ll lose any Free Boosts you have and will need to buy the required number of packs again to get another Free Boost.

Also, if you buy a 30-day £5 pack and change to any other pack or vice versa, you’ll lose any Free Boosts you’ve earned.

 

I understand that you may not have been aware of this and I have sent your feedback through to the My EE team about making that information clear within the app.

 

If you would like to discuss your account and allowances further, I recommend getting in touch with our customer service team.

 

Thank you.


Chris

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