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EE Subscription Issues - January 20, 2017 [Solved]

Update January 20, 2017

After the fix was implemented on January 18, we performed an account status check against EE's database for all affected users and updated account subscriptions accordingly. As a result the majority of those affected saw their service restored after re-synchronising (see update January 18, 2017) their mobile app.

During the check a small number of accounts were found to have a correctly expired EE add on. This is often due to a recent update to your contract or mobile phone with EE, or that your add on has reached it’s end. If you believe this is incorrect, please contact EE support to verify the status of you Deezer add on.

Update January 18, 2017

A fix has been implemented to correct the cause of the issue and we're now working to restore access to those individuals affected.

We expect all affected users to have their service restored by 18:30 GMT, please follow the steps below to re-synchronise your mobile app:

  1. Navigate to My Music
  2. Tap on the Settings icon > Manage my account
  3. Tap Log out and select Yes to confirm
  4. Once logout is complete, tap Login
  5. Enter your email and password* combination and tap Login
    • If you used Facebook or Google+ to create your Deezer account, use those login options instead

* If you've forgotten your password, you can create a new one here.

We appreciate this has been frustrating to many of you and thank you again for your understanding.

We'll continue to monitor the situation and provide further updates as needed.

Update January 17, 2017

The cause of the issue has now been found. We don't yet have an ETA for when this will be fixed, but our technical teams are working to resolve the issue.

We thank you for your continued patience while we work to return service to all those affected.

Posted January 16, 2017

An issue has been identified affecting users subscribing to Deezer through their EE mobile phone contract.

We thank you for your patience while our technical teams work to investigate the problem.

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Comments

  • Avatar
    Rynoe

    Thanks for posting an update..I have issues with my service since Saturday.

  • Avatar
    Andrew Beaumont

    How do I cancel deezer if I'm with ee I am not happy with the service

  • Avatar
    Neil

    Hi Andrew,

    If you're subscribing to Deezer as an addon to your EE mobile contract, all payments are taken and handled by them as part of your monthly billing.

    It's possible to manage your addons via your EE account page - https://my.ee.co.uk/

    Deezer Support

    Edited by Neil