EE App not working

[KieranBradford]

My EE app on my phone isn't working, tried re installing but no joy. Go to website and some features aren't working, can't gift data. Tried installing app on my tablet and doesn't work there either

[Autothrottle]

1. Clear cache
2. Uninstall reinstall
3. Uninstall reboot reinstall
App starts, after a prolonged period. Several times it has crashed after
logging in, more times it supposed because it cannot show some data.

In the end I dug out an old handset to share data. No idea why I cannot
share data from the website.

Pointless calling 150 about the issue. They know about, but there's nothing
they can do, they're just a mouthpiece for the company.

[SSSP11]

Hi 

I never had a problem with ee app for many years but something has changed recently. The last 4 to 5 months I am experiencing regular problems opening up the app, when opened cannot transfer data or view any basic information. I've cleared cache, uninstalled and reinstalled and restarted phone. Why should I need to do that so often anyway! It still doesn't work. I've got multiple lines therefore impacting others too. Can you have please provide a clear explanation! A company of this size doesn't know the root cause?! What has changed in the last 6 months?

[James_B]

Hi @SSSP11,

Welcome to the EE Community. 🙂

What happens when you are unable to view information in the app or gift data? Do you see any error messages?

James

[SSSP11]

It states something went wrong we cannot retrieve your data etc etc. That's if you get into the app. Most of the time it freezes when you load the app on the twonyellow bubble screen. I've never seen anything like this in many years. 

[Katie_B]

Thanks for getting back to us @SSSP11. 

Do you see the same issue if you use your My EE online?

I would recommend reporting this to our technical care team who can look to escalate this for you. 

Katie

[SSSP11]

Thanks. How do I do that? Just a call to 150 or is there a way on the online forum?

It happens on the app. I dont use the website unless emergency. 

[Katie_B]

Hi @SSSP11. 

Yes, just call 150 and the team will be happy to look into this further for you. 

There is no account access here on the community so we would be unable to complete some diagnostics for you. 

Katie

[SSSP11]

Thanks. Will give it a go.

[GloryBoy]

I agree.  Ever since the app was "upgraded" it's slow, often never works, times out when you try to load another number in the app.  The website works perfectly.

Gifting data takes at least 4 attempts on the phone and I often give up and revert to a computer. 

I have reinstalled the app about 7 or 8 times and cleared local cache.  It simply doesn't work when you need it to.

And why does it take so long to 'pull data from local contacts' - it never asked this before.

I have 5 accounts (and I am the account holder).  

[Katie_B]

Hi @GloryBoy. 

Welcome to the community. 

Have you tried deleting the app and redownloading it?

If you continue to experience this I would recommend reporting this to our technical care team. 

Katie