by Andy8655 Contributor
Contributor

EE tv app not working on samsung S9 looks like same issue as s8 will it be fixed

 
46 REPLIES 46
by
EE Community Support Team

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Hi @Andy8655

 

Welcome to the community. 🙂

 

What happens when you try to use it?

 

Chris​​​​​​​

by Andy8655 Contributor
Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Only goes to green page with ee on it won't go any further. I e tried un installing it and re installing it loads of charts with ee teams all with no move forward. Conflicting advice from different advisors even changed the phone but that didn't help either. Looks like quite a few people have the same problem. There was no problem on my s6 and other half had no problems on her iPhone Samsung blame ee and we blame Samsung!

by Grand Master
Grand Master

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

@Christopher_G

 

If you look at the app feedback there are loads of issues. It's clear the developers don't read these comments or don't support this app any longer, so why is it still up? It says this app was last updated 6 June 2016 and "Now includes support for Android 5.0 lollipop" ....seriously?!?!

 

The issues here seem to be justified as EE need to update their app to support new handsets and Android OS or remove it.

 

Thanks

 

 




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by
EE Community Support Team

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Thanks for explaining, @Andy8655.

 

I've sent you a private message for some more information so that we can get this investigated.

 

Please take a look at your inbox and get back to me.

 

Thanks

 

Chris

 

 

by Grand Master
Grand Master

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Isn't this app essential for EE TV?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Andy8655 Contributor
Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Thanks Chris but this is not just a problem for me alone. As you said many people have it so there is very little point talking to a specialist, which I have already done, it is quite clear to me that the specialist could be better used looking at the problem of the app not working with the newer phones. Also the problem is with ee tv app not my ee app.

by
EE Community Support Team

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Thanks for getting back to me, @Andy8655.

 

It's sometimes easier for these types of investigations for our technical support team to gather the information and feed it back through their channel.

 

I will raise this with our EE TV team though, so that they can investigate this (or give us an update if they already are).

 

I will let you know if/when I get more information.

 

Thank you.

 

Chris

by Andy8655 Contributor
Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Thanks Chris but this is not just a problem for me alone. As you said many people have it so there is very little point talking to a specialist, which I have already done, it is quite clear to me that the specialist could be better used looking at the problem of the app not working with the newer phones. Also the problem is with ee tv app not my ee app.

by Andy8655 Contributor
Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Yesterday i got a message from EE asking if the problem had been solved. Obviously this was a system message as anyone reading the thread would see that the problem is still there. It appears to me that this forum has the same effect as calling the alledged experts on the phone. What I mean is that a crib sheet is followed and no one does anything. If this issue has been going on since the launch of the s8 and still affecting the s9 then I can only conclude that it either too difficult for your experts to sort out or EE really don't want their customers with newer phone to be able to use what that are paying for. Once again I seem to have hit a brick wall with help and support. Does anyone know how to get to the real people who might actually do something?

by
EE Community Support Team

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Hi @Andy8655

 

Thanks for coming to see us again.

 

This forum, the same as any channel in EE take all feedback on board and pass this feedback on to the relevant teams.

 

Who was the message from, did it state which team it was from?

 

I would recommend a call into our technical support  team if the problems you are having still persist.

 

This is the correct escalation point for the team to investigate further.

 

Please keep us updated as to how you get on.

 

Thank you

 

Richard

 

🙂

 

 

by Star Contributor
Star Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

YES!!! all of this post yes!!!

The total lack of information and willingness to investigate anything at all is one of my major issues.

The fact this problem has been going on for years and there is no attempt to improve is another

And the total disregard to customers perception and feeling of the product is another due to the standardised template (crib sheet) replies posted here.

EE choses this as a customer facing point of contact where we can ask anything and have an input into the product but what use is that if its ignored or reacted to by robotic staff or other forum users who feel there isn't anything to improve and both have no way of improving it.

Never any harm in to much information is there.
Never any harm in wanting to improve the service for your customers.

 

by Star Contributor
Star Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

@Richard_C Can we have a time line from you on how this issue has been investigated by EE.

 

It seems its been on going some time so why push back on a customer instead of taking ownership and you doing the work.

 

It seems clear to me reading this its been going on a long time for more than one customer and is known to EE.  So what has EE done and when?

by Grand Master
Grand Master

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

@Bellyman: The email you received would have been auto from this Community asking if your OP of this thread had been solved to your satisfaction, not asking whether your issue with the EE TV app had been fixed.

 

I think you have got the wrong end of the stick in your view of this Community. It is not Customer Support but a peer-to-peer user forum for discussing any queries raised by users such as yourself. We may make suggestions & have opinions but cannot actually fix issues in EE software & systems. Some EE staff may attend here & might offer to feedback your issues to CS, which is where any fixing needs to be done.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Star Contributor
Star Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

I my self don't have the issue with the EE TV app and i totally understand the forum and its remit.

The issue is EE admins offer almost no support at all and almost never taken ownership of an issue and provide a clear information, a statement or resolve. But they do wait until a forum member like yourself gives and answer and says something along the lines of "I see you've been given some great advice from...". Which is all well and good for advice to a fellow user but when there is an issue or concern with the service the EE team should be on it and providing support throughout.

What can happen it an issue arises, advice is given, a EE admin gives a template generic response and the thread is marked as resolved and the thread is buried. Only for the customer to feel their post was a waste of time because their issue still stands or the service never improved. Then later the same issue appears again in a new thread and around and around it goes. Imagine how this thread would have played out if this issue was picked up and dealt with when it was on the S8. A clear statement from EE on this issue on a page everyone could be directed to. Its that lack of information that is leading to post after post frustrated customer after frustrated customer and possibly an increase of customer churn or low NPS scores.. and for why?

 

I was told by an EE admin "a change is coming"... i'm still watching and waiting, i personally think that was a lie but as ever i would love to be proved wrong.

 

@XRaySpeX and others like you please stop giving customer your excellent advice.  I know it will be difficult but EE has to show they can offer the support you're giving and much much more on their own.  Its their business to run not its customers.. Note how they pushed back again for the customer to do the work and look into this issue.. Thats not on.

by Andy8655 Contributor
Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Oh I see. I was wondering how long it would be before it became my fault for the app not working. When I read that this was a place to get problems sorted I assumed that it meant it! However it now appears to be a platform to moan amongst people who just want to chat about things and not find a solution. Could I ask what an OP is? It is quite clear that the answers are not here. However you do say that EE staff may attend and they might offer to feed back to CS (whoever they are) where the fixing needs to be done. The problem is they (CS) don't seem to be interested. If they were I'm sure they would have come back to me. Frustration continues and still none the clearer as to how I get the EETV App working

by Grand Master
Grand Master

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

@Bellyman: This is not the right platform for it. Most providers have a user Community forum & enthusiasts such as myself attend them to offer their experience & knowledge to other users.

 

@Andy8655: OP = Original Post.

 

I apologise to both of you for having mixed up your posts & replied as if they were 1.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Star Contributor
Star Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

This isn't the platform for what?

 

This is THE platform EE provides and asks customers to use to gain information, THEY're just not giving it.

by Andy8655 Contributor
Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

Yesterday I deleted the EETv app from my phone to reinstall it. Went to play store and guess what. It's not there anymore. Spent 20 mins waiting to get through to help line. Guess what, as soon as it rang after 20 mins I was cur off. Tried again pressed the wrong button and ended up in billing the lady asked for 1st and 6th letter of password told her she then asked for 5th and 6 th I asked if this was a scam she said 2nd and 6 th letter please. Of course I refused and asked to speak to a manager she asked why so I sarcastically said so I can ask her out for a meal. I was told to not be rude and was cut off. 

3rd attempt I got through and the man who answered kindly put me through to a manager I explained all above he told me he had the app in play store and didn't realise there was a problem he said he would look into things and get back to my Monday. Guess what he hasn't. I found a link to the app on an EE page and it took me to the app and it says that the version is not comparable with my version. Is it at all possible that EE are just giving up on samsung 8 & 9 users or are they trying to update it at long last? Who knows, certainly not EE staff. 

by Star Contributor
Star Contributor

Re: EE tv app not working on samsung S9 looks like same issue as s8 will it be f

And here's another EE customer seeking information from EE on the EE forum.

 
Again another very easy thing for EE to look into as its an EE device and EE piece of software for an EE customer (much like the "
 
Is the EE Hawk going to get the Android 8.0 update" thread) but it's proving very difficult to get any sort of answer, why is this? I suspect we won't find out because that would be worthwhile information to pass on to the customer..
 
I really hope this isn't be ignored because it isn't a new device or launch and thus won't be taken ownership of.  I really hope this isn't the case and a reply comes to you in the next 4 hours... of and the Hawk users to.

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.