My EE app not working on iPhone and ipad

[claretfc]

Hi, my EE app no longer works on my iPhone and ipad. I am unable to sign in and manage my account and I have to access EE web on my pc and that is a little difficult as it keeps crashing. 
I have twice spoken with technical support and was told it was a known fault and it should work again in “a couple of hours”. That was 5 days ago. I have seen the app work perfectly on android and wonder if it is an IOS issue. 

Has anybody any thoughts on this?

Nick

[Jon_K]

Hi @claretfc.

Welcome to the community.

What happens when you try to sign in?

Are you using the latest version of the app?

Jon

[claretfc]

Hi Jon, thanks for your reply.

Yes I am using the latest version of the app and when I tap it to open I get this…

And if I tap log in I get this…

 And when I tap continue…..

If I try to register a new account using an alternative  email address t hat I occasionally use I get…

[Mod edit: Image rejected due to it containing personal information.]

It has been like this for about a week on both my ipad and iPhone. I did speak with a technician called Lisa who was very helpful and she humbly apologised suggesting that it was a known fault. 
I did try the app in my partner’s android and at least it did open but when I tried to register this happened…

As a work around I have used the EE WEB PAGE but that is very clunky and keeps crashing and my EE user experience is pretty bad at the moment.

I would be very interested in your, and anybody else’s thoughts on this matter.

Nick

[Jon_K]

Thanks for this @claretfc.

It seems like your account is set up if you're able to log in online.

I'd recommend giving our Customer Care team a call so they can look into this further.

Jon

[claretfc]

Hi Jon

Yes I have managed to speak with a technician who informed that there has been a major update in the app. She went on to suggest that I changed various settings around allowing JavaScript and cookies and the app now works on my iPad but not as yet on my iPhone. She also helped me to use the EE web facility as a work around and to keep trying with the iPhone as there may be more updates.

So at the moment I am, say, 75% up and running and hoping to be 100% soon.

I wonder how many more have struggled and why they did not issue some form of a notice warning of the new updates and of the possibility of some level of disruption, and suggesting work arounds. 

Nick

[Jon_K]

Thanks @claretfc.

Hopefully you'll be fully up and running soon.

Let us know if you need anything further.

Jon

[EX-Mike]

Exactly the same for me, put in several complaints and heard nothing back really need to access my app as well 

[James_B]

Hi @EX-Mike,

Welcome to the EE Community. 

What problems are you experiencing with My EE?

James

[Malbec]

Same here

tried all the suggestions and listened to all thee EE responses

nothing solved and EE know they are out of order but won’t admit it

worst response to failure and no future resolution 

[James_B]

Hi @Malbec,

Welcome to the EE Community. 🙂

What problems are you experiencing with My EE?

James