EE App issues

[ee_user14]

@Chris_B @Hswarrior1987 

I agree that "every single customer" is stretching things, but there's evidently a wider issue.

I've cleared my app cache & data, which is equivalent to a reinstall, without any change.

[Christopher_G · Accepted solution]

Hi all.

We're aware of a small number of customers who were able to access their EE accounts online, but weren't able to use the EE app yesterday. A fix was put in place last night, and users should be able to log in as normal this morning. We're sorry for any inconvenience.

Chris

[PlugUgly]

Nope. App is still looping back to first page after logging in

[Alex_H]

Hi @PlugUgly,

Welcome to the EE Community

The issue that was causing the login problems should be resolved now, could you please try clearing the app cache and data as a first step and if that fails please try fully reinstalling the app and let us know if you are able to get logged in again.

Alex

[PlugUgly]

Hi Alex,

OK, tried both of the things you suggested. Still can't get in to the app. After entering my user-id, my PIN, sometimes, it just loops back to the start of the login process. Sometimes it says "Object moved to here" and then "Bad request, Invalid URL". Sometimes, it says "Verify your identity" with a box showing my mobile number and the only option to click on is "Cancel"

[Alex_H]

@PlugUgly Thanks for trying, that does sound a bit different to the original error. Have you been able to access the app previously? Are you able to login to your online account on the website ok? 

When the app is opening is it redirecting you to a webpage during the initial login? 

Alex

[PlugUgly]

Alex - thanks for the prompt reply.

I've only just been migrated from BT to EE as apart of my upgrade to FTTP, so this is my first time trying to access the EE app. I can access the online account on the website  - on my desktop. But not on my phone, I've just realised. Trying to access ee.co.uk on my phone brings up the attached screen - the same as the EE app sometimes does. The only option appears to be "Cancel"

It does look as though this page is a web page, external to the app

[Alex_H]

@PlugUgly Thanks for clarifying, since you can access it ok on the website on your browser, it would suggest the account itself is ok. 

What I would try now is to clear the cookies and cache from the EE website from whichever browser you use on your phone, as if you first tried setting up whilst this issue was ongoing the cookies for the website might be causing the issue once the app redirects you to the web. 

Alex

[PlugUgly]

Alex - thanks again for the advice. I had already tried clearing cookies and cache, no no avail.

However, I only installed the EE app on my phone out of curiosity to see what it did. Since then, while trying to find answers to this login problem, I've seen enough reviews of the app to make me think there's not enough functionality in there to make it worth the effort. So, I don't think I'll bother with it.

Again, thanks for your efforts

Plug

[DJian]

Mine still is not working , been over a month now and if it's not sorted soon I'll be leaving as I can't control my account .....