App shows incorrect product status, product details are unavailable

DiogoGodinhoGomes

Hello, good morning.

I hope you are doing well.

Quick question: do you know why my internet product is still displayed as pending in my Sunrise app even though the product is up and running for over a month without any issues?

I mean, the status is stuck in pending/shipping in the app, and I’ve already received your device and I’ve been using your internet services without any problems for a month now. I’ve also already paid the first bill. Could you please check what is going on with the app or with my account in particular?

How can I make the app reflect the current state of my product? Is it anything missing from my side? Or is there anyone in your organization who can update it accordingly, so that I can see the product details? Because so far when I press to see the product details nothing gets displayed.

Thank you very much in advance!

Best regards,

Diogo Godinho Gomes

Daniele_Sunrise

DiogoGodinhoGomes Welcome to the community!

Do you have the same view when you log in to My Sunrise with a computer or is the pending order only visible in the My Sunrise app? If the error is only in the app, is the app up to date?

Greetings
Daniele

DiogoGodinhoGomes

Hello, Daniele.

Thanks for your support!

This problem is only happening in the MySunrise App, not on the Sunrise website. I just checked and the version of the app is 7.6.33, so it is up to date with your latest release.

Best regards,

Diogo Godinho Gomes

Daniele_Sunrise

DiogoGodinhoGomes Unfortunately, I don’t have a view for the app that I can check. Are you logged in to both with the same customer number and if so, can you please upload screenshots of the app showing that an order is still pending?

Greetings
Daniele

DiogoGodinhoGomes

Hello, Danielle.

Yes, I am logged in the app and website with the same costumer number (8110377699), as I only have one - that I know of, anyway.

Here you have the requested screenshots, both from the app and from the website. On the website the product is active and its details are available/visible, on the app the product is displayed as pending and I cannot open its details.

Thanks a lot in advance for your continued support. Sorry for the delay in my answer…

Best regards,

Diogo Godinho Gomes

Daniele_Sunrise

DiogoGodinhoGomes Thank you for sending the pictures. Our developers have checked your request and suspect that the data is not being updated by the device.

Could you please perform the following test and let us know whether the data is the same in both places (web/app) afterwards?

1. Test
After you have opened the page in the My Sunrise app that shows you a pending item, press on the screen with your index finger and drag the page downwards. This should trigger a push to our server so that the page is updated. If the data is still not the same, go to the next test.

2nd test
Uninstall the My Sunrise app and reinstall it. Is the error still present?

Many thanks for your time in finding together the error.

Greetings
Daniele

DiogoGodinhoGomes

Good morning, Daniele.

I hope you are doing well.

Test 1 did not solve the issue, but Test 2 did. Problem solved! Thank you very much for your time and support.

Best regards,

Diogo Godinho Gomes