App not showing remaining data

[Russ54]

Well, still doesn’t work for me, when will EE address this problem?

[Michael_D]

Hi @Russ54 

Thanks for coming to the community.

Are you seeing an error when you try to view your data?

Is it the same on both the EE app and the website?

Have you spoken with our technical guides to have a ticket raised?

Michael

[Russ54]

Hi Michael, I see the error on the app, always says oops somethings gone wrong, spoken to tech a couple of times, initially 3 months ago, just doesn’t seem they recognise a problem. The sim is the 120gb for 12 months, I get the feeling the system isn’t configured to handle its setup. I can get to data remaining via the web eventually, it’s a long process and you can see the address bar hoping across a number of servers before the data usage comes up. Hope that helps Russ

Sent from Russ's iPhone

[Michael_D]

Thanks @Russ54 

It shouldn't matter on the plan that you have. Does texting AL to 150 send you a text back with the allowances?

Have you tried to delete the app and make sure it is on the latest version?

Michael

[Russ54]

Hi Michael, thanks for helping with this, yep did de-re install yesterday, no change, screen shot below. Yep AL 150 works but the sim is in MyFi box so it’s a real faff to do, just so frustrating that the app doesn’t do what it should 😊
Look forward to your thoughts, cheers Russ

[image0.png]
Sent from Russ's iPhone

[Michael_D · Accepted solution]

If the text system is working and the website is getting there as well, I'd recommend giving our tech guides another call @Russ54 

They'll be able to run through a diagnostic on the error you are seeing on the app, and if needed get a ticket raised with our back office teams to look at it further.

Michael

[Russ54]

Hi Michael, I have tried 3 times with tech, it takes so long to convince them it’s a problem, I did get a ticket raised second time, but heard nothing, and ringing back in you just go through it all again. I might try again when I have a lot of time, it’s a shame I just can’t email them as I am with you to get the problem into the system and solved. Unfortunately the phone number attached to my profile is the sim a friend is now using so I can’t update it unless I sit by their MiFi to get the code, you’d think your username and password would do, it’s never simple with EE
Sent from Russ's iPhone

[declan149]

Hi, this might be a very long shot but when I was getting the 'somethings gone wrong' error message on the app for years, it was because I was logging into an email I thought I had changed my account to - but I hadn't. So I was essentially always looking at this account that wasn't linked to my - or any - sim, so I was getting that error message.

When I did eventually login in using the right email (I found out by talking to a someone on the help chat and they told me what email they had on file) the app was working as should.

Again, super long shot and might not be relevant but that was my experience with that error message, and maybe it can help you.

Declan

[Russ54]

Thanks for the thought, had a call from tech supp and it is the 120gb 12 month sim deal that it’s not really setup for, it’s a sales promotion sim, not a payg package so the app has problems managing it, cheers Russ
Sent from Russ's iPhone