Data sharing

[Robert139]

I have a data-sharing contract with EE, meaning I can move data between the various EE devices I have. Last night, I ran out of data on my primary number, so I went onto the app to transfer the remaining 15GB from my second phone to my primary one. Previously, this process was automatic, but EE has now decided it must be done manually—a frustrating change in itself.

However, what made it worse was that, not for the first time, the app wouldn’t work.

I tried multiple times without success. Dialling 150 didn’t help either, as the new Visual Menu simply sent me a text linking to a webpage that refused to load.  I then turned to the online chat, only to be met by an unhelpful bot.

To summarise:

•Data sharing via the app: broken

•150 helpline: broken

•Online chat: useless

Out of sheer desperation, I spent £14 on 2GB of data (seriously, what is this, 2005?).

Today, after a further five tries at accessing Visual Voicemail, I finally managed to speak to someone in the technical department. After 45 minutes on the phone, they admitted they couldn’t fix the error. As a workaround, they gave me 20GB of free data, which was appreciated but doesn’t resolve the underlying issue.

What really irked me is that they refused to refund the £14 I had to spend on emergency data, claiming it was my “choice” to purchase it—even though they acknowledged the data-sharing platform was down and I had little alternative.

Overall, I’m feeling rather miffed. Does anyone have suggestions on what to do next before I escalate this to the ombudsman?

[bristolian]

How have you managed to automate data sharing in the past?

The Ombudsman will only accept complaints that have exhausted EE's complaints process, and are either unresolved after 8weeks or deadlocked before.

[Robert139]

When I first joined EE the contract was for unlimited data. At renewal time they withdrew this package, and the next best thing was a 50gb package which would automatically share data between my numbers. Then, they withdrew this too. Sadly automated balancing is no longer possible. Now the only option is to do it via the app (if you can get through to a person on 150, they aren't able to do this), which is a shame because when the app stops working or is down for maintenance (which happens frequently) there is nothing anyone can do. Which seems bizarre.

[Peter_W]

Hi @Robert139, I'm disappointed to hear that you've been having some trouble getting your data gifting sorted recently.

If you've been having some trouble getting in touch with our team to query this, you can bypass the visual IVR by pressing 2 and it'll take you to the main audio menu. 

We're usually able to gift data manually at our end to, did they get a chance to try this?

Peter

[Robert139]

Thanks @peter , I was not awareI could press option 2 - this saves a right headache so thank you. Sadly tech support were unable to help, other than gift me data, which is lovely, but I'm still unable to access data I paid for, and I was forced to pay an additional £14 in the meantime. 

[Leanne_T]

Hi @Robert139 

Thanks for coming back to us. 

I would suggest getting back in touch to get the EE account looked into if you're unable to gift data and had to purchase a data add-on. The team will see what can be done for you and if this is not resolved they can open a complaint which would be sent to the complaints team to be investigated.

Leanne.

[Robert139]

They changed some settings on their end and asked me to delete and reinstall the app, which I did do, but we both know it's not the app because it happens on the website as well. They said there was nothing they could do regarding the £14 for 2 (two!) gb because that was 'my choice'. Yes, I did make that choice, because EE's services are broken. 

I've raised a complaint, fingers crossed for some common sense, otherwise it's ombudsman time. I've wasted hours on this, and it's just so stressful. From other threads, it appears the problem is known by EE, but they're ignoring it (possibly because they get to charge people money for more data!)

[Leanne_T]

Hi @Robert139 

Please let me know how you get on once the complaint has been looked into and the team get in touch. 

Leanne.