Allowances are showing as zero - data mins and texts

[peterg]

All my allowances are showing as zero accross the board normally 510 MB, 215 mins & 75 texts - is this a network error? This is on the app and the website

[peterg]

Yes I am

[HermanHui]

Yes, still having issues:(

[James_B]

Thanks @peterg and @HermanHui

I've sent you a private message to take some details.

James

[Oracle55]

Hi,

So I have automatic allowance purchase set up each month, yesterday it went through, but allowance is showing as nil for everything, despite it not being nil the day before payment was taken and the fact the phone/number has been using the free call allowance since payment went through. Is this some kind of glitch? It's not happened before in the 18 months since having this account.

[Kinlee]

Hi my account just renewed last few days ago, why my all allowance got none left??

[kevf]

All of my allowances have disapeared whats going on. I feel like im getting ripped off

[JohnRobert]

I have had a £1 per week PAYG account for several years, and have built up 100's of MB, extra Txts and minutes over that time. The phone app seems to have changed recently, and I had to log into it with my email and password, instead of by thumbprint as before. It shows no minutes, data, or Txts unused, and the boosts seem to have disappeared. I logged onto myaccount.ee.co.uk and this also showed no minutes, data, or Txts unused. It showed "Your pending boosts" and "Your boosts", but they don't seem to be available. What has happened to the system?

[James_B]

Hi @Oracle55,

Welcome to the EE Community. 🙂

Our support teams have a open ticket for this issue and it's currently under investigation.

I'm sorry for any inconvenience caused in the meantime.

James

[Schockwave]

@JohnRobert , I would suggest ringing up customer service and speaking about this, they should be able to take a look for you.

That is actually normal, as this is a new app, completely redesigned, everyone is having to log in with email and password. Not sure about thumbprint, but I have Face ID, and can now log-in with that, once I did the log-in with email and password.

[JohnRobert]

Thanks Schockwave, I logged out of the EE app, and was able to log in again using my thumbprint as before. It still shows zero date, minutes and texts available, and no mention of my boosts. I'll phone customer services and see what is happening. Thanks again.