App has problems with configuration of device (Xiaomi Poco X3)

[ChessTiger]

I've just bought a Xiaomi Pcoc X3, and the My EE app is saying it has problems with the configuration of this device. (Previous device was a Huawei PSmart 2019)

I tried uninstalling and reinstalling, but to no avail.

Has anyone else had this issue, and is there a workaround?

[Chris_B]

@ChessTiger  EE cannot test every version of android that is out there especially on devices that they don’t sell, you will need to call customer services and report this to them so it could be fed back to the app team who are responsible for the My EE app so they can have a look at this

[RetSol]

I am having exactly the same problem.  I have reported it to customer services at both EE and Xiaomi.  It is a nuisance.  The Poco X3 is excellent but this issue makes it less than ideal for EE subscribers.  If you want to report the problem to Xiaomi, the UK phone number is 0800 916 0561 and the email address is service.uk@xiaomi.com.  The more people who report it, the more likely it is that something will be done.  It can't be that difficult. 

[ChessTiger]

@RetSol , I have now spoken to two people from EE over the phone.

From the first person I spoke to, the words 'chocolate teapot' spring to mind. They just said 'Try again tomorrow'.

The second person I spoke to loved the sound of their own voice, but did say they had never heard of this phone (or even the brand), and EE ensure the app functions on all phones they sell. The conclusion of this conversation was that the app did not work on this phone.

I believe there is something called 'MIUI' (pronounced 'miaow', as in the cat sound) in the Xiaomi phones, that works with the Android 10, and the issue could be to do with this.

However, this seems to be, by consensus, the best phone one can buy for under £200 at the minute (judging by reviews online). It is a lot cheaper to buy a phone this way than have it included in the EE contract, so it's the best thing to do. Further, the 'My EE' app is absolutely the only app I have that does not work on this phone (apps from other mobile providers certainly do).

While EE may just get away with saying their app is not confirmed to support this phone, it does not sound good at all that their technical support staff have never even heard of the 'Xiaomi' brand. 

I think I'll be on my way once my current contract is over.

[RetSol]

Hello @ChessTiger.  I agree that Google Play apps work without any difficulty on the Poco X3. As you say, Xiaomi use their own version of Android but, as other apps work, it can't be that difficult to fix the problem with the EE app. I have Lebara SIM in the phone also and their app works fine.

[RetSol]

Read more

Just received the following from Xiaomi CS - 

"Greetings from Xiaomi UK Customer Service!

We apologize for any inconvenience that you may facing right now. And I do appreciate you for taking the time to bring this into our attention and/or for sharing your concern with us.

We will escalate it to our developers about this issue. We also advise you to report it directly from them by going to Settings > Services and Feedback.

For additional information, please check our official website at www.mi.com/uk for the product(s) that is/are officially released here in the United Kingdom.

For other inquiries and assistance, you are always welcome to email us back.

Thank you and have a great day ahead!

Regards,

Alex

Xiaomi Customer Service – United Kingdom

service.uk@xiaomi.com

(44-800-916-0561)

www.mi.com/uk".

I have reported the issue, as Alex suggests, using the Feedback form in "Settings" on the phone.

[AndyL1951]

I have a Xaiomi Redmi Note 8T. The app worked perfectly when I got the phone but since the last MIUI upgrade it doesn't. Xaiomi need to address it not EE

[RetSol]

I think that Xiaomi are looking into the problem.  I received this email from CS last week. 

"Dear Sir/Madam,

Greetings from Xiaomi.

I am sorry for the late response. We are glad to know that you have reported the issue by sending feedback via settings. We are hoping for it to be resolved the soonest. All the best! 

If you have any further questions/concerns, please do not hesitate to email us back.

Please stay safe and take care always! 

Ava,

Xiaomi UK - Customer Support". 

[Nez2423]

I have the same problem too on my Mi 10T Lite 5G too and I already reported to Xiaomi UK, let's hope they will look at this and sort this for us 🤷

[A_s_h09]

I have the same issue on my Redmi Note 9 Pro.

The apps for Vodafone and three worked fine on the same device.

Hoping it gets sorted soon.

As others have said the more people that report it, the better chance of it being looked at - hopefully.