EE App Login Loops

[SteveTu2]

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?

[Christopher_G]

Hi @SteveTu2 

The thread was locked, as the relevant information had been given around reporting these types of issues. The VOL number was removed from one of the posts, as it's against EE Community guidelines to post identifying information.

You've done the right thing in starting your own thread about your specific issue, but the advice given on the other thread is still valid.

Any faults like this should be reported to our technical support team, who will open a ticket or add to an existing one - which it sounds like they have. Any fault references are for our internal use, but are handy for you to have, so that the guide you speak with can find it and give you the most recent information. 

If you're not happy with how things are progressing through the technical support team, you can open a complaint. That will be managed according to our Complaints Code of Practice.

I hope they manage to fix it for you soon.

Chris

[SteveTu2]

@Christopher_G 

Chris - tell me what is identifying about a VOL number? Are you really Chris - Isn't 'Chris' identifying? Your guidelines say:

'Take care with personal details and information that could identify yourself, your family and your friends.'

Your name identifies YOU more than a VOL number identifies me doesn't it? And I did take care. I purposely posted it.

You then said:

'...Any faults like this should be reported to our technical support team, who will open a ticket or add to an existing one - which it sounds like they have. Any fault references are for our internal use, but are handy for you to have, so that the guide you speak with can find it and give you the most recent information. ...'

Like most other people with this issue, it has been reported to your call centre team - you must have misded what I said in my post. As for the VOL number - exactly. It is a way FOR YOU top identify an issue and see exactly what is happening with it. Given that MY issue seems to apply to others as well, wouldn't the current state of that issue be relevant to them as well?

OR as I said - how about YOU pinning a post for issues that have been identified as EE issues so that users can see here what is happening to them and what the progress is?

you said:

'...If you're not happy with how things are progressing through the technical support team, you can open a complaint. That will be managed according to our Complaints Code of Practice....'

Great - IMO - I don't think that an issue that stops people actually using your  app (isn't you who posted about Chat? - isn't Chat only available on the app?) should ever need ANYONE having to raise a complaint. This isn't a spelling mistake or a misrepresentation of data. I, along with others who have posted here - and who have contacted you 'technical' teams on multiple occasions  - can't access your mobile app. Isn't that complaint enough? How many hours do I have to spend on the phone before someone takes this as being a serious issue?

I haven't been able to access the mobile app since I switched to EE from BT.  That was May. That is nearly 3 months ago. Your tech team issued a VOL number three weeks ago.