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

[mixalis]

Thank you for the response!

Had EE provided any indication as to how long fixing this might take?

[Mustafa365]

Not as far as I'm aware.  But if you need to find out your balance, data, minutes & texts, you can text Bal to 150, and EE will send you a text with all the info.  

[grsdev]

I doubt they can. It's one of those "how long is a piece of string" things.

Since it's the second time in as many months that this has gone wrong, I suspect they're digging deeper than last time. Also, it's not something that directly generates revenue for EE so I doubt it's at the top of their priority list.

[grsdev]

@Mustafa365 That's true, but even that seems to be giving inaccurate information sometimes. It's working as expected with one of my PAYG lines while, with the other, it's saying that I have over 2x the amount of remaining data than the theoretical maximum that I can have on that line.

[mixalis]

In my opinion all glitches that take away from being able to offer a polished product take away from the revenues, even if the impact is not easily quantified. 
And the longer it takes for a provider to address glitches, and the deeper the reputation is affected that impact is compounded. 

[Mustafa365]

I agree, I'm also not sure how accurate the amount of data they say you have is.  I seem to use mine quite a lot, yet it doesn't go down much!  Still, I'd rather have too much data than too little...

[grsdev]

@mixalis Oh, I agree with you wholeheartedly. Unfortunately, TPTB at consumer comms companies do not on the whole. Note that this is not a jab at EE in particular but at the industry as a whole.

Oh, and our PAYG lines showing zero allowance is nothing compared to this mess:

https://community.ee.co.uk/t5/Contracts-Billing/My-monthly-plan-says-42-million/m-p/1194621/highligh...

[Kat80]

Hi Leanne. I tried reinstalling the app - again - but no luck. The website is exactly the same!

It happens a lot, why can’t it be sorted 😞

[James_B]

Hi @Kat80,

Welcome to the EE Community. 🙂

The incorrect allowance balance on My EE has been reported to our support team.

To access your allowance information in the meantime, please text BALANCE to 150.
James

[Kat80]

Thanks for responding, fingers crossed 🤞