Where to see the break down of my usage

[frederickhunter]

Good morning.

When I log-in, at https://ee.co.uk/manage I see the option "View full usage" but it is takes me to https://ee.co.uk/plans-subscriptions/mobile"" which has no breakdown of my usage. Previously I could see my usage including how many minutes, and to whom I had called. On this "Plan subscriptions - mobile" page this is not available, and it is only possible to see the final amount remaining. 

Does anyone know where should I go to see my full usage via the website?

When I go to the previously suggested page https://ee.co.uk/app/landing-payg, it get the message: 

We're updating a few things right now

We're working hard to get it up and running. Please try again later.

[blogs1]

Hi all

I have been chasing this off and on for some weeks now and had various replies from EE phone calls. I finally submitted a complaint. I was contacted today by a member of the executive complaints team and it would seem that despite me calling before, and agents saying the issue was noted,  this has not been recorded as an issue. I had been told variously by agents I spoke to, that it was awaiting a call to fix, that it was first recorded in January etc etc. All seemingly not the case.

I have been assured that this is now raised as an issue for me (i.e. as a single user issue). I would encourage you to also make a complaint if this lack of data usage information is an issue for you. Making a complaint was a simple process where you fill in an on-line form with some details. I was contacted by the exec team very quickly after this. I will post here when I hear any updates.

You can get to the relevant page for complaints fairly easily and there is a form here

https://ee.co.uk/help/contact-ee/complaint 

There are other ways of raising a complaint but the form was pretty easy

[blogs1]

EE have been in touch and we have discussed the issue in some depth though they are referring it to their developers as they are not sure that it is a fault as such but rather something which may have disappeared as a result of other choices about simplification of the website. I am hoping when developers review that they recognise that there is some kind of ‘back end’ conflict which stops the page with usage presenting. I was able to send a screen shot of what things used to look like. Obviously having a link which says view minutes which just sends you to the page with general information rather than the minutes usage isn’t right - why have the link if it goes nowhere !
So no news as yet.

[LINDA112]

I submitted a complaint a few days ago too. Let's hope they can fix it soon. 

[Wozza_1]

I submitted a complaint on 22/4, and got a call from the EE "Executive Complaints" team the following day. I explained the problem to them again, and they scratched their heads and went through the obvious steps to investigate. They were unable to resolve it, and passed me to their 2nd level technical support team. I went through it all with then again, and sent screenshots of the problem.

They decided that my EE online web account was not properly set up, so they deleted it and set it up again. They asked me to leave it and try it again in 24 hours. When I reported 24 hours later that the www.ee.co.uk/app/landing-payg page was still not available, they referred the problem to their admin team.

I have not heard anything back from them since. Currently chasing their 2nd level support team again.

[blogs1]

Still no change

I was called again a couple of days and asked to confirm whether a recent upgrade had changed things. Of course it hasn’t 😡

They are supposed to get back to me again 

[354-]

@blogs1  - Keep chipping away at it! 

The other poster mentioned that their EE online web account was blitzed and rebuilt, no dice.

Out of curiosity, what pack/plan do you have? I have  an old legacy Everything vip pack.

Does anyone else have these other legacy packs or old flex plans that are having this problem?

[blogs1]

I have a more recent pack  rather than a legacy/flex pack I think.

[blogs1]

Another long conversation with the tech team this morning which included enabling their recording of the login process and what happens when seeking minutes usage breakdown, using relevant network analysis tool. The downloaded file we got is to be sent to development/tech team who are still struggling to identify the  source of the problem

Plus ça change, plus c'est la même chose .😡 But they are trying to resolve it I think

[354-]

@blogs1 - maybe they can throw some AI at it to help solve, alongside their dev/tech team.

[Wozza_1]

EE 2nd level support are still looking into my case.

Had various calls from them over the last couple of weeks, have sent them screenshots of the issue, and logs of IP addresses & timing of incidents for them to check their logs.

I am on a legacy £5 VIP pack, which still gives me free boosts every 3 months 😎