Cannot view broadband package/plan within the EE app? Can anyone help?

[Chrissy75uk]

Hello

I am having a persistent problem which has been this way ever since I switched from BT FTTP 900 to EE gigabit broadband.

The problem is that I cannot view my details of my broadband plan in the EE app (on both android and Apple devices.)

For reference it is navigating to: MANAGE > PLANS AND SUBSCRIPTIONS > BROADBAND.

Here is a screenshot from my iPad:

EE have informed me that I have no open orders (I did have an open order that was “stuck” but apparently this was resolved over a week ago) but still I am met with this screen and everyone I speak with at EE doesn’t seem to know what to do about this and are very avoidant when I have brought this issue up in conversation.

I also have a TV & Sport plan and a Mobile plan with EE which I can view the details of in the EE app no problem - so why is this happening just with the Broadband plan page??

I really would like a resolution to this problem as it has gone on far too long (over a month) and I have wasted hours and hours on the phone to be just kept on hold then transferred to other departments/advisors.

I also tried the other day to request the ‘EE Smart Hybrid Connect’ device but was told that the order wouldn’t go through due to “A problem at their (ee) end”

I cannot fault the Broadband, Mobile and TV plans ( when everything started working after all the ‘stuck order’ problems that I’ve had ) and also the supplied Hardware - it is excellent, however the customer service and accounting is extremely flawed and lacks integrity and have had nothing but problems when trying to place orders and/or change/add ‘add-ons’. So I’ve just given up trying to get the Hybrid Connect device.

Also I requested another EE TV Mini Box which I have received but cannot use as it says I have ‘too many boxes connected to my broadband’ when my contract clearly states I can have unlimited TV Mini boxes (I have 1 Pro box and 3 Mini’s - one of which won’t work) And yes I have tried the “Reset EE TV Data” in the EE TV Player app on all boxes one by one and finishing with the Pro box (theoretically keeping that the ‘main tv box’) this initially worked - but only for 1 day, so I tried it again and it failed again after 1 day. So I’m no expert but my theory is that EE sent me the box but didn’t add it to my account or something…. ?

I submitted a written complaint 3 weeks ago and have not received a response.

I would greatly appreciate any help / insight into what’s causing all these issues

Thank you in advance- Christine

[Johnpostill]

I have exactly the same issue. Been trying to get this resolved since I switched over mobile, broadband and home phone in February this year. I have the order pending showing every time I try to view my broadband package. Also I am unable to link my iPhone to my router to use the full functionality. I have been in communication with EE with various emails and phone calls. My letter to the EE CEO has been totally ignored with no response whatsoever. 
I really can’t believe how appalling the service has been where no one seems to know how to resolve the issue 

[Peter_W]

Good morning @Johnpostill 

Thanks for reaching out to us about this. 

We don't have access to accounts via this public forum to check this over for you, but I can imagine it must be so frustrating if you've been in touch multiple times and can't get a resolution for this. 

Any emails to the CEO inbox should be picked up by our dedicated executive care team, who are our highest point of escalation for complaints. 

They would usually review your case in full to ensure we've done everything we can to get things resolved, and then look into next steps from there. 

You should definitely hear back from this soon, but they do also have a dedicated web form for raising this with them too, and you can also check out our full complaints code of practice.

Peter

[Johnpostill]

Hi Peter. May I have the email address for the EE CEO as I want to email the letter I sent that has not been responded to. Thanks

[Ben570]

I have the same problem. EE needs to do something about it's app dev team. The app is a mess of non-working features.

[JimM11]

@Ben570 Really requires to be separated, one for control functions of router only, with no advertising, straight to the point do the needed, but parental controls will be the major site issue. 

[Peter_W]

Hi again @Johnpostill, my best recommendation here would be to fill out the webform on the complaints page I linked in my last message. 

This is our highest point of escalation, and they'll make sure we've looked into all options here.

Peter

[Ben570]

@JimM11  I'm not quite sure what you are saying, are you saying the router controls need to be separated from the advertising? I agree fully with that. 

However, what I was referring to was the decoupling the router controls from the router entirely and placing them exclusively in a mobile app. The mobile app should be an additional feature and make calls to an API on the router. The router should still have its own admin web interface. Really, router firmware shouldn't need such frequent updating, certainly less than a mobile app. 

[Johnpostill]

The link does not take me to the ‘dedicated web form Peter

[Peter_W]

@Johnpostill I've edited the link slightly so this should be all good, but you can also find this here: https://ee.co.uk/help/contact-ee/complaint/complaint-form.

Peter