topic Re: What’s wrong with ee app and online? in EE app and website

What’s wrong with ee app and online?

elliewiggins — Sun, 22 Oct 2023 21:26:40 GMT

I’m trying to pay my mobile bill on the ee app and online and it’s not doing anything, multiple times I’ve had problems paying my phone bill and it’s really annoying me. I’ve deleted the app and re installed it, nothing, turned my phone off then back on and still nothing. Can anyone help me out on what I can do as I need my phone!

Re: What’s wrong with ee app and online?

XRaySpeX — Sun, 22 Oct 2023 21:33:07 GMT

Try using Fast Payment online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: What’s wrong with ee app and online?

elliewiggins — Sun, 22 Oct 2023 21:45:25 GMT

Doesn’t do anything page doesn’t even load. EE has gone downhill only in a matter of months. Most of the time I can’t phone to top up as can’t waste 10-15 minutes going through it all to pay my bill but on the app it’s easy just go to pay bill and pay it. Someone do something as it’s p*#%ing me off!!

Re: What’s wrong with ee app and online?

Katie_B — Mon, 23 Oct 2023 08:00:06 GMT

Hello @elliewiggins.

Since your post last night have you been able to make a payment?

Katie

Re: What’s wrong with ee app and online?

elliewiggins — Mon, 23 Oct 2023 19:49:48 GMT

No still haven’t been able to pay my bill, I have tried multiple times. The EE app has some sort of fault somewhere as it doesn’t let me click buttons and online just keeps refreshing the page on its own and I can’t go any further

Re: What’s wrong with ee app and online?

ItsmeMike0007 — Mon, 23 Oct 2023 22:12:29 GMT

Hi Katie_B

I’m also never able to use the app on iOS, even after multiple app updates, deleting reinstalling, phone on/off, resetting password etc etc Tried everything for many months with no access to my account at all. I’m a two line contract customer paying nearly £90 per month, yet can’t even use the app… it’s so frustrating… can’t look at a bill or upgrade dates or anything. The website is poor and only partly works also, it logs me in and only lets me see my profile nothing else whilst telling me ‘I’m not logged in’ and showing me I’m logged in fine too. As for the app that accepts all my details and password and then asks to set a 4 digit pin which i do, then asks do I want to use Face ID (I’ve tried answering both ways), then boom same crash loop its been doing for months stating’Oops we are having a problem’ on screen. I’ve seen that screen page so many times it’s sending me crazy. Any help at all with this would be very much appreciated, with the amount i’m paying I should at least have access to the app and my account it’s ridiculous…

Re: What’s wrong with ee app and online?

James_B — Tue, 24 Oct 2023 07:19:05 GMT

Have you updated to the latest version of the app @elliewiggins?

James

Re: What’s wrong with ee app and online?

James_B — Tue, 24 Oct 2023 07:20:42 GMT

Hi @ItsmeMike0007,

Have you tried deleting and reinstalling the app?

James

Re: What’s wrong with ee app and online?

Kaylou97 — Tue, 24 Oct 2023 09:07:33 GMT

I’ve done all the things possible, updated app, reinstalled and refreshed! This is all I’m seeing on the app and on my online login….

Re: What’s wrong with ee app and online?

James_B — Tue, 24 Oct 2023 09:26:29 GMT

Hi @Kaylou97,

It looks like your account hasn't been linked successfully.

Please get in touch with Technical Support so a member of the team can help.

Thanks

James

Re: What’s wrong with ee app and online?

ItsmeMike0007 — Tue, 24 Oct 2023 16:19:12 GMT

Hi James,

Thanks for the reply, yes I’ve tried uninstalling and reinstalling the app countless times. Tried that and changing password etc every single time the app update has an update. Nothing works or help at all, everything I do and all passwords, info and profile details all fine, correct and accepts when I try to use both the app and online (like my message before). There’s nothing I can possibly do anymore and it’s been for ages and ages. I was pay as you go for 9yrs and able to use the app back then, then I went contract sim only and could access the app in the first 2 months then never again since that. After being sim only for 8 months I upgraded to an extra contract with 15 Pro. So I have both a SIM card and an e-sim (two numbers to my 15 Pro). I hoped I’d be able to access the app finally but nope same old situation. It accepts everything logging in correctly but displays “Oops we are having problems”. Been like that for months same crash everything I can possibly try

Re: What’s wrong with ee app and online?

ItsmeMike0007 — Tue, 24 Oct 2023 16:24:53 GMT

Hi Kaylou97,

Yeah I get the exact same trying to use the website,” there seems to be a problem”

When I try to use the app, it accepts my password and crash’s straight to “Oops we seem to have a problem”

They really need to get a computer team to start fixing things it’s ridiculous hey

Re: What’s wrong with ee app and online?

Leanne_T — Tue, 24 Oct 2023 16:42:43 GMT

Hi @ItsmeMike0007

This would need looked into for you to see what could be causing this error message, please get in touch with our mobile care team who will be happy to help.

Leanne.

Re: What’s wrong with ee app and online?

ItsmeMike0007 — Tue, 24 Oct 2023 18:49:33 GMT

Hi Leanne,

Thank you for your reply and ok then I’ll do that and hopefully get things working soon. Its felt like I can use my phone normally and happy with that side of things but I’ve been shut out in the cold with this happening for so long, its been weird but also meant I haven’t even seen my account or upgrade details/dates like others can and never been able to see my bill or usage even. I have a 150 text received with a link taking me to where it shows data amount and the date my allowances would renew (i’m unlimited though anyway on that part) and one time I managed to get 150 text service to respond with my bill amount that month (it normally just ignores me when I type the BILL even). Thanks again and hopefully I get some more help when phoning, even the staff in the EE store near me had no idea why nothing works for me 🤞

Re: What’s wrong with ee app and online?

ItsmeMike0007 — Tue, 24 Oct 2023 18:51:56 GMT

Sorry my bad, should be

Hi Leanne_T

My message is before this one, sorry about that

Re: What’s wrong with ee app and online?

Christopher_G — Wed, 25 Oct 2023 07:09:36 GMT

Keep us posted on what happens please, @ItsmeMike0007 🙂

Chris