App shows incorrect data

RobMcN84 · ‎28-08-2022

Hi All,

New to forum so please forgive me if I have done this wrong. Has anyone else noticed that when they log into the my ee app it displays the incorrect information?

For example...

When I log in I see a button that says "Upgrade your iphone" - I have never had an iPhone - ever!

I have 3 different handsets/numbers on my account and it says the same thing under 2 of them.

I reported this to EE technical support and 1st person I spoke to raised a support call. A week or so gone past so I chased an update and the 2nd person told me EE had no intention of fixing this as it has no impact on services or prices. I have tried reinstall the app and using the app on an other device and it goes the same thing. The website however is correct.

Any one else seen this?

Northerner · ‎28-08-2022

Hi @RobMcN84

It is clearly a software bug but as the person has said it doesn't impact your service so don't worry about it. I'm sure it will be fixed eventually.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

RobMcN84 · ‎28-08-2022

Yeah I understand that's what they said but the 1st guy I talked to said it would be fixed and 2nd guy said it wouldnt.

Not a great customer journey if ...

1. The app displays incorrect data

2. I am being told different things when I speak with EE.

Would be nice if app was correct 🤔

XRaySpeX · ‎28-08-2022

Text AL to 150 instead to get the correct allowance figures.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

RobMcN84 · ‎28-08-2022

Tried this, no mention of anything other than bill info.

Thanks away.

Leanne_T · ‎29-08-2022

Hi @RobMcN84

Please give us another call on 150, the team will get this looked into further for you.

Leanne.

RobMcN84 · ‎29-08-2022

Hi Leanne,

Been onto 150 this morning and been told again, it wont be fixed?

Leanne_T · ‎29-08-2022

Hi @RobMcN84

Did our mobile care team raise a support ticket for you and this was the outcome from the ticket?

Leanne.

RobMcN84 · ‎29-08-2022

Hi Leanne,

Thanks for taking the time to message me. I think its getting a bit complicated/confusing. After you said to ring 150, I did do. I spent about 30/40 mins on the call with a lady, done some troubleshooting (same stuff I had already been over) she then chatted with what I guess was 2nd line support, and again came back and said no fix. She did offer some credit due to the issue around service but as it stands right now, I don't believe a ticket was raised for root cause or investigation.

Leanne_T · ‎29-08-2022

Hi @RobMcN84

Thanks for coming back to me.

If you would like us to help you get this looked into, please could you send me the details requested in a private message?

Leanne 🙂