topic Access to website bills and profile in EE app and website

Access to website bills and profile

jazzscot — Tue, 07 Nov 2023 16:38:12 GMT

I am trying to access my bills online but keep getting " something went wrong". When will the website be working properly?

I can access the shop page etc no problem but it does not let me access my profile settings or my home page thus not allowing me to view data use or billing etc.

I have cleared Cookies and Cache and tried other browsers but still the same problem.

Re: Access to website bills and profile

XRaySpeX — Tue, 07 Nov 2023 17:10:30 GMT

Have you clicked the 'J' @ top R to get your Profile?

Re: Access to website bills and profile

jazzscot — Tue, 07 Nov 2023 19:05:32 GMT

Yes, have done. That causes a page to start an infinite loop that constantly tries to load a page but never does.

Re: Access to website bills and profile

James_B — Wed, 08 Nov 2023 08:13:59 GMT

Can you access your account via the EE app @jazzscot?

James

Re: Access to website bills and profile

jazzscot — Wed, 08 Nov 2023 10:25:09 GMT

I can see some stuff on the mobile app on the home screen such as last payment and mobile data etc. When I click the manage tab get the Sorry,somethings gone wrong message.

I would like to be able to access my bill etc using a laptop/PC if possible.

I have tried with multiple devices and multiple browsers but still keep having issues.

Re: Access to website bills and profile

James_B — Wed, 08 Nov 2023 10:36:58 GMT

Hi @jazzscot,

As you're also unable to retrieve all of your details via the app, it could be an account related issue.

Our Customer Care Team will be happy to take a look at this if you get in touch.

James

Re: Access to website bills and profile

jazzscot — Thu, 09 Nov 2023 11:42:31 GMT

Apparently there is no issues with the account all appears to be fine (No flags etc)

Still no access to my online bills etc which defeats the whole point of online billing.

Re: Access to website bills and profile

James_B — Thu, 09 Nov 2023 11:52:23 GMT

Did the team raise a support ticket for you @jazzscot?

James

Re: Access to website bills and profile

jazzscot — Thu, 09 Nov 2023 12:06:56 GMT

I am not convinced they did no

Re: Access to website bills and profile

jazzscot — Thu, 09 Nov 2023 12:08:48 GMT

I have a feeling I am going to be sent around the houses with this one

Re: Access to website bills and profile

James_B — Thu, 09 Nov 2023 12:22:09 GMT

Did you speak with Technical Support @jazzscot?

If not, I'd recommend getting back in touch so a member of the team can raise a ticket for you.

James

Re: Access to website bills and profile

jazzscot — Thu, 28 Mar 2024 09:46:49 GMT

So just an update to where we are at. I raised a ticket with technical support and apparently they were unable to fix the issue within the designated lead time so they closed the ticket.

I called customer services to say that I was concerned that this issue had been closed and that I would be forgotton about due to the ticket being closed. I was assured that I would be kept in the loop but heard nothing for 2 months or so.

I was left with no option but to make a complaint and am currently dealing with the executive complaints team. They say that there is nothing that they can do as it is an issue that cannot be fixed due to it affecting many customers. The said that a fix was rolled out 10 days or so again for this issue. MY ISSUE STILL REMAINS!

I dont think thta it is to much to expect that I am able to access my online billing and early upgrade options online for a system which I am paying for. This is now been ongoing with my account for over 6 months now with no fix in sight.

What else should I be doing?

Re: Access to website bills and profile

Leanne_T — Thu, 28 Mar 2024 10:45:40 GMT

Hi @jazzscot

I am sorry to hear this.

If you are in contact with our executive team and getting your account investigated once they have an update on this issue they will let you know.

Leanne.

Re: Access to website bills and profile

jazzscot — Thu, 28 Mar 2024 14:40:51 GMT

I am not going to hold my breath Leanne, I have been told for nearly 5 months that a fix is coming.