App not showing data, minutes or texts

[Sarah12321]

My new pack started today but the app shows no data, minutes or texts. I have a text message detailing my new allowances so I know what I've got but how can I get the app working again? I've restarted the phone and reinstalled the app but it makes no difference.

[f3aavg]

PAYG is automatically renewed (i.e. I have got SMS and money has come out of my account) but app (and online account) shows that I have 0 MB data, 0 min and 0 texts to spend

[Christopher_G]

Hi @Bob-Spangle

Welcome to the community.

What does it say when you text AL to 150?

Chris

[XRaySpeX]

@cerkass , @Bob-Spangle , @f3aavg , @gpenchev98 : MyEE is not reporting usage correctly at the mo'. Instead text AL to 150 to see your allowances. EE are supposed to be looking into it.

[gpenchev98]

Hello! Yesterday i bought a £30 pack and installing the app but didn't show up my allowances. I cant see how mny GB i have left. 

[Bob-Spangle]

It says I have 72 gb left

Sent from my iPhone

[Christopher_G]

Hi @f3aavg

Welcome to the community

What does it say when you text AL to 150?

Chris

[f3aavg]

Hi Chris,

it reported that I have full value of my pack.

[Wildie]

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Since the last update of the app it has failed to show my allowances or balance. I have tried reinstalling but to no avail. Do many users have this problem and is there a fix?

[grsdev]

If you're on PAYG then yes, it is normal, kind of. Obviously it shouldn't be happening but everyone who is a PAYG customer has been in the same boat for the past week and a bit.

Moderators have assured us that the relevant teams have been notified of the issue and are working on it. This is the second time that the service has gone down in as many months so I would expect that they're looking into this in some depth.

In the meantime, if you text "AL" (without the quotes) to 150, you should get a text message back indicating your remaining credit and allowance. "Should" because even that is completely wrong for one of my PAYG lines but accurate for the other...

[XRaySpeX]

@grsdev : Do we know that this only affects PAYG?