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Loss of charge whilst disconnected from devices

inhousetech
Contributor
Contributor

‎17-11-2022 08:20 PM

Have had my EE mobile broadband for 3 years now. Excellent function and reliable until...now !

Two problems:

Firstly over the last 2 weeks , following being fully charged, on 2 occasions the following morning, the device seems to have lost most of its charge and shows the red light  .

Secondly ,this morning, despite not being connected through WIFI to either my mobile or tablet overnight, an email flashed up saying I had used 80% of my data, even though I had bought an add on only 3days previously.

Not sure if these incidents are connected  or whether I  had underestimated my use of data but would appreciate some advice

Thank you

0 Helpful
6 REPLIES 6
Katie_B
EE Community Support Team

‎18-11-2022 08:05 AM

Good morning @inhousetech. 

I am sorry to hear this is happening. 

Our technical care team will be able to look into this further and run a full diagnostic for your specific device. 

I would recommend giving us a call on 150. 

Please be sure to keep us updated on any progress. 

Katie.

inhousetech
Contributor
Contributor
In response to Katie_B

‎19-11-2022 08:41 PM

Thank you for the advice.I will let you know the outcome of my call to 150!

0 Helpful
inhousetech
Contributor
Contributor

‎20-11-2022 02:14 PM

Posted about  this  issue a couple of days ago and was adfvised to ring 150 to access techical support for device.

Rang today(Sunday)  (as often long waits for 150 access during weekdays. which is to be expected) and automated voice for technical support stated there would be over a 30 minute wait !

 

Apart from ringing 150 again , any other solutions welcome, 

Thank you

0 Helpful
Christopher_G
EE Community Support Team
In response to inhousetech

‎21-11-2022 08:21 AM

Did you manage to get through to speak to someone, @inhousetech?

Chris

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inhousetech
Contributor
Contributor
In response to Christopher_G

‎21-11-2022 08:01 PM

Hi @Christopher_G and @Katie_B 

Managed to speak to adviser at technical support. He said to try "Long press" reset if the device appears to have lost charge  and if this does not work then to contact tech. support again-could be battery running down.

He says the the issue about data is actually due to an "error in the app" and he advised uninstalling the app version I have and installing the up to date one.

Plan in place, so thanks for the guidance and fingers crossed it works!

0 Helpful
Christopher_G
EE Community Support Team
In response to inhousetech

‎22-11-2022 08:01 AM

Keep us updated on what happens, @inhousetech. 🙂

Chris

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