Are EE editing and removing posts from this forum?
I had been posting on the https://community.ee.co.uk/t5/EE-app-and-website/EE-App-issues/td-p/1615603 thread. But that thread seemed to have been closed first thing this morning (although weirdly @Linzi_H has been able to add a comment at 10:57 that can't be replied to).
I had also replied to https://community.ee.co.uk/t5/EE-app-and-website/EE-App-login-issues/td-p/1631557 but not only has that thread been closed to comment, but my post has 'gone' (that could be finger trouble by me but I double checked the posting after I wrote it and it was there).
So I will repeat what I wrote before - from memory:
I also have had the issue with the mobile app where the log in loops. With me I get the log in ID screen -> Password -> then an error ('Object Moved To here') -> back to log in id.
Before @Linzi_H tells me to report this to the call centre - I have done that multiple times as have so many people it would seem. The reaction from the call centre staff is varied apparently, depending on who you talk to. With me, what I have experienced is being told to clear cache, drop the data, delete the app, reinstall the app, reboot the router and even on one occasion to factory reset the router (the person told me to do this without any regard for any settings I may have personalised on the router.). Others say they have been told it's a known issue. I have had my issue since I moved from BT to EE in May. Luckily, I asked to talk to a supervisor a while back and they actually seemed to take the issue semi seriously and I ended up get a VOL number for my issue (apparently EE say I can't post it - even though it's my data and I'm happy sharing it). That was around the 7th July. Since than I called the call centre again to ask what was happening with the issue and quoted the VOL number - the call centre person started taking me through clearing cache etc all over again, until I kept insisting that I'd been through that multiple time and that the VOL number was issue because EE were looking into a bug in their app or its implementation on my specific Android platform (well, specific presumably to manufacturer, hardware and software versions).
SO EE, instead of just closing down threads that seem to mention this common problem, why not actually be helpful and pin a thread for this issue until it's actually fixed? You can say what the issue is and what symptoms the customers generally see. You can then post regular updates saying what your tech team is doing to fix it - so helping the next customer who comes across it? Tech company, tech solution - good idea eh?
OR
How about a good fault tracking system for your customers to use once an issue has been triaged and accepted as ab EE problem. I have been given a VOL number, but where do I go to see how many uers have that issue, whether it's being worked on, what priority it has, when it will be fixed?
