Santander app not working when using EE mobile network

[woodleighpark]

Hi, the Santander mobile banking app no longer works on my phone when using the EE mobile network. When I use WiFi or another mobile network it works perfectly but when on the EE mobile network it keeps giving me an error message. This used to work for me no problem up until a couple of months ago and I've not been able to resolve the issue since. Does anyone know how I can fix this?

[Sam_harrison220]

Im so glad this isnt just myself having this problem. My santander and HSBC app hsve stopped working. This happened about a week ago. Its fine on wifi but not data

[James_B]

Hi @Sam_harrison220,

Welcome to the EE Community. 🙂

Please report this issue to your bank so their app team can investigate.

Thanks

James

[sheffieldgill]

I’ve been having the same problem since last week and it meant that I couldn’t do an urgent bank transfer when I was away on holiday. I’ve messaged Santander and they have told me to contact my network provider…who are telling us to contact Santander 🙄. I’m on the verge of switching banks  - all my other apps and credit card apps are working on 4G so it’s obviously a problem at Santander, so I shall ‘vote with my feet’ and switch banks! 

Could someone at EE raise this with Santander please? There are lots of your customers affected by this! 

[Katie_B]

Hi @sheffieldgill. 

I am sorry to hear this has happened and you could not complete an urgent bank transfer. 

We have no access to report this directly to Santander and would recommend users who are seeing this problem report this directly. 

If you have any other questions please be sure to let me know, 

Katie 🙂

[Davidos]

I'm pretty sure this has nothing to do with Santander. I've been having the same issue for months unless I'm connected to WiFi. 

It's very frustrating running a business and not being able to log into my business banking.

There's definitely something which has recently changed?

It would be great to get the problem resolved. 

Cheers Davidos 

[James_B]

Hi @Davidos,

Welcome to the EE Community. 🙂

I'm not aware of any network changes that would affect access to your banking app.

Please report the issue to your bank so they can investigate.

James

[garywood84]

I'm having the same problem with HSBC.

The app and bank website don't work from my EE mobile data connection, but if I switch to using WiFi, then it works fine.

I'm in an ongoing support discussion with EE via Twitter...

[DaveSchoey]

Hi, I'm having the same issue with a couple of apps. They work find on WiFi but not mobile data, they all say cannot connect to server. 

Dave 

[garywood84]

@Dave EE asked me to try my SIM in another phone. I did that, and it worked. When I then returned the SIM to my normal phone, it worked too. I'm not sure if the fix was actually a full power down and restart of my phone, or if something was reset by putting the SIM in a different phone, but maybe worth trying your SIM in a different phone, if you can.

[DaveSchoey]

Thanks for that. I tried swapping phones and it worked once back in the original phone