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.

[Wozza_1]

I also received a letter this week from EE, confirming my complaint reference, apologising for the delay in resolving it, and giving details about how to complain about this to the Communications Ombudsman.

So it looks like my case is still open, although I have not have any contact from their tech team for about 3 weeks now.

EE obviously have the information about our calls, as they would not be able to accurately charge us for the service without it. They used to be able to summarise this information on their website, so how difficult could it be to reinstate it?

Would they provide this information if I submitted a freedom of information or GDPR request? Seems a bit of an extreme (and tedious) approach, but it may come to that...

[blogs1]

Hi Wozza_1

Interesting they haven’t been in touch with you - They did say to me that if they try to call and there is no answer they drop things, but given you have a letter it sounds as if they have the inquiry open as you suggest. When they ring me, they send a text to say a given number will ring (Just as well as I don’t usually answer numbers I don’t have as contacts). I guess you could ring 150 to check why they haven’t been in touch though it can be tedious to get to the right people via the general number

FOI or GDPR sounds an interesting route to take though presumably it will only tell you what information they hold, rather than why the webpage isn’t working.

The worrying aspect of my repeated contact with the level 2 team (prompted by them, not me in their efforts to follow up my complaint)  is that they ask me for the same info repetitively.  I’m asked to log into the site and attempt to access the relevant info from the link to the ‘minutes’ arrow on the landing page. They note the specific time and my IP address for this, at the request of the relevant team and then forward the information to them.

They say the tech team involved in the inquiry have difficulty tracing the log in when I provide it (so presumably can’t track what’s going wrong) but the last time we spoke and I gave them the same info for about the 10th time, they said it was a problem their end not mine, that they can’t trace the relevant logs from this info. They have also at one point asked me to use the deeper levels of the network activity data from the website but this didn’t lead them anywhere either.

I guess it may be difficult to trace the precise update which caused the link not to work, and how to fix things, but one does think that these days that there are enough design tools/AI enabled analysis which should make this possible.  

[Wozza_1]

Hi blogs1,

Coincidently (?) I had a call from the EE Technical Support Team on Saturday, the day after I posted here...

They have asked, yet again, for screenshots of the issue, timestamps and the IPv4 address. They said the data I captured last time are now too old to use (which is probably true if they have to cross-reference them against other system logs). This will be the 6th time I have supplied this information to them.

In the time they have been investigating this, I would imagine they could have re-written the whole webpage... Still, at least I know my case is still open with them.

(and yes, you are right about FOI/GDPR - it would only provide my account usage information, but will not give me an update on what's wrong with the website)

[354-]

@blogs1 @Wozza_1 - Thanks for sharing, useful to know that the tech team are still investigating.

Recently noticed in the latest version of EE app, there seems to be a feature of "share access to your plans", located within the "profile" and "people and sharing" section (not sure how long it has been there for), this section does not exist in the EE customer portal, as far as I can tell. So there does seem to be "something there" to "see their data, usage and add-ons". Presumably this feature is for the safer sims/PAYM customers? For an assigned account to see the full usage of another account, out going calls for how long, what number was called, who the texts messages were going to. Still work in progress?!

people and sharing

Though the PAYG account that I make use of is a single user account, nothing attached afaik.

[354-]

Almost another month passes without that useful function, hopefully a U turn in July! 

[wolly]

I have the same problem. Maybe ofcom should compel them to make call details available. How do I know if I’m being charged

[wolly]

That will not tell me if my charges by we are correct. After all if you had a repair to your car you would be billed with what was done. 

[blogs1]

I have had another conversation with the tech team. They were going to ask me for more data, but  that morning they had just received an internal e-mail which seems to suggest the function was removed as a "Business Decision’ presumably back in Jan/Feb or whenever this all started. 

This was news to the tech team it seems, and so rather than asking me for information, they are going to investigate this further with relevant people further up the food chain to see if this is actually the case and thus whether we have all been wasting our time - the tech team investigating and me providing info.

Certainly this change of information provision was never made clear if this is in fact proves to be the case. It suggests the one bit of EE doesn’t know what the other bit is doing 😞

Anyway, if I hear anything more I’ll post here.

[mikes2400]

Rach_H ( EE  Support Team) - on 3rd June that "this isn't something they are looking to reintroduce at present. If anything does change in the future then we will let you know". So everything since then has been pointless. It seems she was correct (unfortunately).

[XRaySpeX]

But the "View Full Usage" link was there at the time she said that & is still there but does not lead to anywhere that shows any usage. Pointless! And shows that any removal of this function is incomplete.