EE App issues

[killyouridols08]

Mine is OK, I can log in, but some sections (Plan, Upgrades for example) throw an error

That's because you are ready to ship my Fold 8, Right?

...Right?

[SteveTu2]

I have got eventually got through to someone who seems to have a link to the app team and we've been exchanging EMails for a couple of weeks or so with no change. I have provided screen videos showing my problem (my problem accepts my log in id and password then throws an error 'Object Moved To here' and then loops on the login) , screenshots, IP addresses, phone settings (ie software etc). 

I have been given an issue number of  'EE app issue - VOL ********' - if you have the same issue (not another issue) - it may be sensible to point the call centre people to that VOL number. My problem is that each time I phoned their help initially, they wanted to diagnose the issue over and over. They would not accept it was a bug in their app OR that others were experiencing the same.

[Mod edit: removed personal information from the community forum]

[Leanne_T]

Hi @SteveTu2 

The reference has been removed as this is for your EE app issue and not to be shared on the community. Our mobile guides can check for any related incidents if needed for anyone having the same problem to make sure the correct advice and steps are taken on the call 🙂

Leanne.

[GPH1]

Tried that. As mentioned initially, staff said it was a common problem and
was being worked on.

[SteveTu2]

@Leanne_T 

Hmmm. Why? It's MY data and it's not covered by GDPR as I'm happy to share it.

Your 'team' on the phone must have taken me through deleting the app, deleting cache, reistalling the app, rebooting the hub... two or three times as they 'allegedly' did not know of the issue. IF the issue is KNOWN as a bug in the app, then why isn't that being stated here by EE? If then by referring to an existing VOL number they can get the call team to take the issue seriously as a bug, why is that an issue? Either that or maybe, just maybe, a technology company should have a better fault logging and tracking system where customers can see if their issue has already been reported, add their input and see what is happening. How about that?

[reiki_dave]

Same here - and unless you can access the app, there's no way of communicating with EE.

[SteveTu2]

@Christopher_G 

Given that your customers are still having issues, do you think that it is sensible having the thread as 'SOLVED'?

Can you get an up to date update from your tech people saying what they're doing for the users who have the issue where they can't even log into the mobile app?

[Linzi_H]

Hi @SteveTu2 

This thread is from April, so the solution provided at that time is correct.

If you're still facing issues with the app, our customer service team will be able to support you. They can also help you open a complaint if needed.

Linzi 

[SteveTu2]

This issue appears to manifest itself in slightly different ways. 

https://community.ee.co.uk/t5/EE-app-and-website/EE-App-issues/td-p/1615603

Had a fair few people complaining of the same thing.  I get a similar issue - a loop  on login - but I see 'Object Moved To here' before it return to the ID screen.

And this looks similar:

https://community.ee.co.uk/t5/EE-app-and-website/Login-problems-eSIM/td-p/1631593

Again there seem to be different views on what the call centre knows or doesn't know. My experience has been that the call centre staff are unaware that this is a common issue and they insist on taking me through clearing the app data, deleting the app, reinstall the app and even rebooting the router (one even suggested resetting my router to factory defaults without any thought that it may have then deleted any custom settings that I'd made). Frustrating.

Others seem to get through to someone who says it's a known issue. 

I have  an issue number  for my 'loop' issue - BUT - EE won't let me post it here for some  reason. My issue has been since I joined EE from BT in May - so circa 2 months plus. 

@Rach_H 

SO EE can you post here a fault log number that people can use when calling your phone support to add their name to the list of customers affected?

[Linzi_H]

Hi @SteveTu2 

Please follow my advice above, and the team will be happy to help further.

Linzi