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Bug?

Bazinga
Established Contributor
Established Contributor

‎09-08-2022 08:04 PM

I’m unable to enable the roaming button tell me to text 150 which I then roaming confirms roaming is enable but the app doesn’t reflect this 

0 Helpful
22 REPLIES 22
XRaySpeX
EE Community Star
EE Community Star

‎09-08-2022 08:14 PM

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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
0 Helpful
Bazinga
Established Contributor
Established Contributor
In response to XRaySpeX

‎09-08-2022 08:51 PM

Thanks for the reply. Called cs they confirm roaming is active - told them about app - and it’s like well roaming is active , so the app doesn’t reflect that? It’s only an app. They miss the point customers should be able apply setting using the app. 

lee

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to Bazinga

‎09-08-2022 09:12 PM

Don't rely on app, use online MyEE.

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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
0 Helpful
Bazinga
Established Contributor
Established Contributor
In response to XRaySpeX

‎10-08-2022 06:38 AM

have the same issue on the web base service too.Screenshot 2022-08-10 at 06.33.02.pngScreenshot 2022-08-10 at 06.33.50.png

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Bazinga

‎10-08-2022 07:59 AM

Hi @Bazinga,

 

I'm sorry to hear your account information isn't displaying correctly in My EE.

 

Did our Customer Care Team raise a support ticket when you called?

 

James

0 Helpful
Bazinga
Established Contributor
Established Contributor
In response to James_B

‎12-08-2022 08:50 PM

I called again this morning given the button for mobile date and the one below refuse to toggle in the app -the agent completed a feedback form for the app, I don't think it is the app because the same issue happens when using a browser to log into EE. screen shots are above. 

No one else appears to be complaining which lead me to think there is corruption with my profile or something within the ee system,

lee

0 Helpful
Leanne_T
EE Community Support Team
In response to Bazinga

‎13-08-2022 07:47 AM

Hi @Bazinga

Thanks for coming back to us. 

How long has this been happening?

If you text ROAM to 150, does this show roaming is active?

Leanne.

0 Helpful
Glenn1611
Contributor
Contributor

‎13-08-2022 09:39 AM

Exactly the same bug here: on the website and in the app.

150 text reports roaming is enabled on my account.

Can’t do anything with the toggle, website and app both report roaming is off, error message when trying to switch the toggle is “Something’s gone wrong, text INFO to 150 to make your changes”.

0 Helpful
Leanne_T
EE Community Support Team
In response to Glenn1611

‎13-08-2022 09:48 AM

Hi @Glenn1611

Thanks for coming here.

Please give us a call on 150 and our mobile care team can get this looked into for you and raise a support ticket for your My EE.

Leanne 🙂

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