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.

[mikes2400]

You clearly haven't understood what people are complaining about. As the originator of this thread said way back in November "Previously I could see my usage including how many minutes, and to whom I had called". That's what's still missing - no usage is shown.

If EE no longer intends showing usage then say so, then we will know. But so far nobody in EE seems capable of answering a straight question.

[Rach_H · Accepted solution]

The app will no longer show this information, but you can find information about your credit and allowances sing the steps above.

You should be able to see a breakdown of who you've called and for how long in your phone's call log.

Rach

[XRaySpeX]

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@Rach_H wrote:

Credit (this tile will only show if you have credit remaining

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Clever! When you have spent all your credit (even on your active pack) you are not allowed to see what you spent it on.

[blogs1]

Not actually what we are looking for as others indicate.

Yes, you can see a total, and yes you can see your credit, but you cannot look at past usage for the month which for some of us is important. Also, you only get a total of minutes remaining which if you are me, you will have a large number of free minutes due to ‘boosts’ acquired over time, but these are lumped in with pack minutes so unless you remember how many boost minutes you have, you can’t tell how many pack minutes you have left.

I have been in regular touch with the tech level 2 team who are still trying to resolve things but haven’t been able to yet. Most recently I spoke to them on Sunday or Monday and again gave them log activity.

Sorry - not helpful to suggest this works when it doesn’t do what it used to, and what it’s supposed to  😞

[blogs1]

Again not what we had before and not what we are looking for and this has always been about the web access not the App.  Essentially the link to ‘minutes’ on the relevant page doesn’t work - it sends you on a fruitless journey to a generic  page giving info about the pack, total credit etc. not to the usage. Essentially it’s a kind of broken link.

There seems to be commitment from the tech team to resolve this but it is proving challenging for some reason where an update has obviously lost the importing of the minutes date for the previous month into a webpage. I have had around 8 calls with the relevant admin tech team member. They phone me with the next line of inquiry from the design/programming team. They dutifully pass log info on to the design team/tech team who check the log details, try something and then ask me to check again to see if it is resolved. This has been for the last 4-6 weeks. They say they wouldn’t be keeping at things if they weren’t going to try to resolve things

Still hoping but then I’m a glass half-full person.

[Rach_H]

Hi @blogs1,

I will pass your feedback onto the team, however this isn't something they are looking to reintroduce at present.

If anything does change in the future then we will let you know.

Rach

[XRaySpeX]

It looks like EE have stopped at some point keeping a record of a user's transactions & are now having difficultly getting it back even tho' there is still an explicit link "View Full Usage" shown.

[blogs1]

Hi Rach_H

There seems to be a bit left/hand and right hand going on here.

I have been phoned again just this afternoon by the tech team, who are still trying to find the problem and resolve it. They understand the issue being raised, and are following up on logs where I am trying to access the minutes information. The fact that they are contacting me so regularly seems the complete opposite of your information. They would simply say as you have that they are not planning to reinstate it !

Where does your information come from that they are not planning to 'reintroduce' this  I wonder ?

I have mentioned the comments in this thread several times to the tech team, and today I was asked by the agent who had rung me to suggest here that others who have the issue and are seeking its resolution, should  phone 150 and ask for the tech team so that they can escalate inquiries for a number of people and get further logs of what happens for these users too. Obviously it takes time to get to the team concerned and provide the log information to them which can be a bit frustrating but they do escalate it to level 2 and  do phone me with requests from the relevant tech team to log into the page with the link to minutes usage so they can see in detail what is happening when they have sought to resolve it.

As yet their actions haven't resolved the issue, but they are taking this seriously as far as I can see. I'm sure it is not a top priority as it is PAYG and it's not clear how many users want this information, but as others have said, it is an expectation when there is a clear hot link to the usage information which essentially doesn't provide the info. (as mentioned by "XRaySpeX" earlier today

[354-]

@Rach_H - Why is it not possible to view the outbound  30 day call detail record and have to check on the device's call logs? That is rather bizarre!

I would rather have this feature available than anything else that has been recently "refreshed" for the newer packs, 10% saver, parachute data, larger data allowances, 25Mbps cap, safer sims, etc.

[blogs1]

And the struggle continues

Yesterday - a letter apologising for the delaying in resolving my original complaint, but a commitment that they are continuing to try

Yesterday - another phone call requesting data logs and their on-going attempt to find out the source of the problem

So continued engagement from the EE Tech team but no outcomes as yet…… Several months on and counting ! 😱