EE App off line yet again.

[48CAH]

Same old message, App bring improved, come back later.  This story is past its sell by date.  If the App needed so many improvements going by the number of times this message appears it must not have been fit for purpose in the first place.

Get your act together EE, sort the App out once and for all, and give us some decent customer service regarding access to it!

[Northerner]

Hi @48CAH 

You must be desperate at 11.28pm on a Sunday night to access the app.

There will always be improvements and some people inconvenienced whatever time is chosen.

Thanks 

[Paul479UK]

I’ve been having the same issue all day yesterday. I don’t understand why their app is often not usable when so many other providers work most of the time

[Rach_H]

Hi @Paul479UK,

Welcome to the Community!

Are you able to access your online account, or are you also having issues logging into this?

Rach 

[Schockwave]

@Paul479UK , not sure why you were having issues all day, as I have been able to access the app. Are you now able to access it? If not, you may need to ask EE to refresh your account and then re-install the app and register again.

[Paul479UK]

Hi Rach,

Thanks for your message. I actually ended up talking to one of your colleagues on the phone today. Basically, the technical problem is being caused because my new home broadband is current being set up and due to activate this week. This is causing some access issues with my pre-existing mobile account/profile. I have been advised to wait and try again after by home broadband goes live.

Understandable but annoying nonetheless! The person I spoke to was super helpful though!

I hope this helps anyone else who purchases a new product whilst already being a customer with a different product entirely.

[Katie_B]

Hi @Paul479UK. 

Thanks so much for keeping us updated. 

Please let us know how you get on when your Home Broadband goes live. 

Katie

[Paul479UK]

Hi Katie,

My Home Broadband went live last week, however, I am still unable to view/manage both of my products (mobile & broadband). I will need to call the customer service team again for them to look at. Not ideal!

Attached are the screens I get, everyday, no matter the time of day.

I will update here again once I have made any progress with customer services.

Thanks

Paul

[Schockwave]

@Paul479UK have you been able to log-in today? It should be working, otherwise I would suggest getting customer service to do an account refresh and hopefully you will be able to log-in then, you may have to register again, though.

[Paul479UK]

Hi everyone, sorry for delayed update!

Essentially, the customer service agent I spoke to again 2 weeks ago raised this issue with their IT team, as a level 2 issue or something like that. After a 72 hour window, they had fixed the issue! I can now access both my Mobile and Broadband accounts and I can also use the mobile app again.

I was never told what the true reason was but it doesn't matter any more. All I can say is to contact customer support, they will investigate and if no solution is found they will escalate the issue for you automatically as a 'complaint'. Great service and very fast turnarounds! Thanks to everyone for helping out!