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

[Leanne_T]

Hi @grsdev

Can you try clearing cookies and cache and opening a new web browser, can you view the details after doing this? 

Leanne. 

[Mustafa365]

I can see that would be a problem.  Since you can't track how much data you have left, you can't tell when it's going to run out.  And when it does run out, you can't tell how much data you have!  

[grsdev]

EDIT: It's definitely a browser thing. http://add-on.ee.co.uk/status does not work with Chrome.

@Leanne_T Strange thing is, I did do just that yesterday but got the same result.

I tried again just now and did get results, but fanciful results. That page is telling me that I have 81.2 GB left out of 87.4 GB. Texting AL to 150 from the very same line (the router can send and receive SMS) tells me I have 117.4 GB left.

None of these available allowances are possible. Until the last renewal, I was on a £15 renewable pack that gets me 15 GB of data. When it renewed, it became a £20 pack with 30 GB of data. I've had the line for long enough to have accumulated 5x 500 MB boosts. So, even if the full 15 GB rolled over from last month, I should have no more than 15+30+2.5 GB = 47.5 GB. Not only do the two methods disagree and give me different results, they are both wrong.

I have no way of tracking how much data I'm using other than the data counter on the router, but even this is unreliable. On my PAYM SIM, EE always says I've used less data than the phone is reporting. Last time I had a PAYG SIM, EE reported that I'd used 4x as much data as my phone did, so you can understand why I don't have too much faith in the figures reported by the router.

[Leanne_T]

Hi @grsdev

Thanks for trying this and coming back to me. 

This will need to be looked into for you, please give us a call on 150 when you get the chance, and the team will check your allowance information and open a support ticket for the text service showing incorrect details if this is needed, as this is different to the My EE allowance that has been reported. 

Leanne.

[grsdev]

I'll wait until the "zero allowance" thing is fixed before doing that. If possible I'd rather avoid spending an hour on hold just to be put through to someone who doesn't understand the problem because it doesn't fit a script they have to follow.

[tm_ee]

Not Solved at all.  App still showing zero data, zero minutes and zero texts.  Very poor attitude to customers.  Several months lumbered with useless new app.  

[grsdev]

This isn't an issue with the app. Logging into My EE on line gives the same result so it's part of EE's back-end that's fubared, but not all of it. Texting "AL" (without the quotes) to 150 will mostly give you the information you want but in some cases (mine included) it does give incoherent results.

[Mustafa365]

How long has it been now?  I think it's been down since Tuesday? 

[grsdev]

Tuesday is when I first noticed it, but it could have been down since before then.

We've been told that the people who need to know about this have been informed, so we can hope that a solution is on the way, but it's not operations-critical so they certainly won't be working on it today.

[Ripper88]

There is no answer to the question here. How is this reply helpful?