Cyber Security Activation via EE App

[MPS54]

Hi, I've just migrated over from BT to EE and purchased a Full Works Fibre 36 plan which includes EE Cyber Security multi.  I can see EE Cyber Security on the EE app as part of my plan breakdown but I am unable to activate the feature. When I click on "Activate" and then press "Continue" a red coloured message returns stating that "We've had a problem loading this info. Please, try again in a while".

I have contacted EE on three separate occasions now to report the problem, two of the calls lasting over an hour and resulting in me being transferred from pillar to post. On my last call today it became apparent after speaking with the faults desk that there is actually no department within EE who owns and deals with EE Cyber Security issues? I have been told that the issue has been sent to the Off Line team who will contact me within 7 days.

Having been with BT for over 40 years without any real issues whatsoever, I'm beginning to think that I have made the wrong choice in moving over to EE.

I've seen numerous posts about EE Cyber Security activation issues but not one as yet that indicates how it was fully resolved. Any ideas anyone?

[Christopher_G]

Hi @MPS54 

Welcome to the community.

I appreciate that this hasn't been a great start to your service with EE. Thank you for your patience with trying to get this sorted. The sign-up journey should be straight-forward. I'm sorry that it hasn't been for you.

It sounds from your description that a support ticket has been raised against your account for our higher level technical support team to investigate what is causing this problem for you. Hopefully they're back in touch with you with a fix soon.

Please keep us posted on what happens.

Chris

[MPS54]

Hi Chris and anyone who is interested, I have finally sorted out the issue. I remember seeing a scathing comment made by somebody on a thread regarding the EE App, the advise was don't use it as its hopeless, log into your account via the web instead! Well I did that this morning more in despiration as I wasn't confident at all that EE were actually looking into my issue, given that I migrated over on the 14th of March and all of the EE representatives I had spoken to since then seemed clueless as to who should be dealing with the problem?

Anyway, logging into my account via the web thankfully enabled me to trigger the activation process and start to download the software onto my numerous devices. Not only that, but in triggering the activation process that way I found that the status of the Cyber Security section of the EE App changed from "Activate" to " Manage". And guess what, I can now seem to manage Cyber Security from my EE App!

Regarding the EE Cyber Security software on Google Play, can anyone confirm the minimum Android version required in order to download the software? I cannot find anything on Google Play itself? I did find a section somewhere in the EE community stating Android 8.0 or later is required.

We have an older Samsung Tab A (2016) running with a software versionof 8.1.0 which should therefore be OK, Google Play however states that it isn't compatible?

Thanks

[Peter_W]

Hi @MPS54, I'm really glad to hear you managed to get this all activated in the end!

I've had a check over the guidance around the Cyber Security app, and in our official help article on this, it mentions Android 8.0 too. 

I'd recommend checking that the Play Store version on the tablet is fully up to date, but I've also fed this back so we can make sure this article doesn't need updating.

Peter