EE App not working after update

[MartinGM]

After the latest EE App update, the App no longer works for me.

I can login and see my plan etc, but when I try to see my usage - the thing I really need - it says that I have 0 remaining (untrue)  and then . . . "Something went wrong and we cannot show you your remaining data at the moment. We're sorry about this. Please try again in a few minutes."

It's been like this for over a week.

What can I do ?

[Christopher_G]

Hi @MartinGM 

Welcome to the community.

Does the same thing show on the My EE desktop site? Could you try deleting and re-downloading the app please?
Chris

[MartinGM]

Thanks Chris,

The EE website says I have no data left, but “Usage” says 2.09 GB used of 125 GB.

I have a 125 GB monthly allowance and last time the App worked I had about 123 GB left ! I don’t actually use very much.

I am now in Japan and all data is turned off – has been since before I left the UK.

I can’t call EE because that is about £2.50 per minute – hence coming to the Community.

Since you replied, I have uninstalled then reinstalled the App – nothing has changed.

I’ll be back in the UK next week, but rather hoped to have sorted this out before then. I see there is “Chat” for business users but not for personal users, and I can’t find an email address for EE.

Cheers

Martin

[Christopher_G]

Sorry I didn't realise that you were abroad, @MartinGM. Is it an international add-on that you're trying to find out how much allowance you have left of? It sounds like the 2.09GB used is of your 125GB UK allowance.

Chris

[MartinGM]

Thanks Chris,
I AM abroad, but it is my UK usage that I am concerned about. I am not using data here in Japan - for too expensive !
The App says I have nothing left in the UK. When I return to the UK I shall need to use my phone straight away (eg to orgainise an airport pick-up to get me home).
No doubt I can find free wifi somewhere but then I didn't want to spend my first hours back home chasing lost data !

[Leanne_T]

Hi @MartinGM 

Does the same information show if you log into your My EE account online? 

Also, if you go to add-on.ee.co.uk, does any data show remaining?  

Leanne.

[MartinGM]

Hi Leanne,
My EE account online shows "No data left" (in red).
There was about 122 GB remaining when I left the UK and I have certainly not used any whilst away. Mobile data is turned off.
I can't get anything from add-on.ee.co.uk - it comes up with this message and wifi is all I have here . . . 

Please turn off your WiFi

To get access to this platform you need to turn off your WiFi within settings.

[Chris_B]

@MartinGM  Did your monthly allowance reset whine you was out of the UK ?  If it did don’t work about what the app says now this will correct itself once your device connects to the EE network directly.  

To access that link your device can not be connected to Wi-Fi it only works when you are connected to cellular data.    You have mobile data turned off so obviously it’ll not work.    Not sure why you have that off as you need to purchase a data add on to use cellular data in Japan.  You can not use data otherwise so you’ll be charged if it’s off/on.    

[MartinGM]

Hi Chris,
Yes, my monthly allowance did reset whilst I have been away from the UK.
I get that the App might not display corerctly until I am back, but I'm not sure why the EE website also shows no data ?
I'm not concerned about add-on.ee.co.uk, its just that Leanne suggested I look there.
I have mobile data turned off in Japan because it is expensive and not needed since there is wifi "everywhere" (almost).
Thanks

[Christopher_G]

Thanks, @MartinGM 

I'm sure it will be OK when you return to the UK. If it isn't, let us know and we'll do our best to help.

Chris