topic Re: Unable to login to the ee website to see account information in EE app and website

Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 09:41:27 GMT

I am unable to access the website to get invoices. I have reset the password successfully but access is still showing an error on the website.

Re: Unable to login to the ee website to see account information

Leanne_T — Mon, 23 Oct 2023 11:52:57 GMT

Hi @sc19999

Thanks for coming here.

Can you access bills using the EE app?

What error message shows online when you log in?

Leanne 🙂

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 16:42:59 GMT

It says

There seems to be a problem...
Sorry, we’re having a little difficulty right now. Try refreshing the page. You can still visit the other areas of EE.

(10-060)

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 16:43:47 GMT

I am at a complete loss, having tried for days to login and contact EE.

Re: Unable to login to the ee website to see account information

Leanne_T — Mon, 23 Oct 2023 16:50:19 GMT

Thanks @sc19999

Have you tried clearing cookies and cache and opening a new web browser to log into your EE account?

Leanne.

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 17:22:10 GMT

Yes several times.

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 17:24:51 GMT

Is there no live chat for customers?

Re: Unable to login to the ee website to see account information

Leanne_T — Mon, 23 Oct 2023 17:26:10 GMT

Thanks for trying @sc19999

You can contact us using the message us option on the Contact us about your mobile phone (ee.co.uk) page and the team will get this looked into for you. Or, please call us on 150 🙂

Leanne.

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 17:33:48 GMT

I would call, except that I resent paying extra for a call that relates to EE's failures. The service failure continues without resolution and yet when I am required to make payment of the bill there is no room for failure.

The matter relates to broadband and not mobile phone, thankfully I don't have an EE mobile.

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 17:36:21 GMT

I am looking forward to changing provider.

Re: Unable to login to the ee website to see account information

Leanne_T — Mon, 23 Oct 2023 17:37:03 GMT

Hi @sc19999

I am sorry, if you have a broadband account, you would need to call us on 0330 123 1105 to get this looked into.

Leanne.

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 17:54:19 GMT

I called and according to the person who answered the website has been down for 2 weeks!!!! Surely this is a reason for EE to put some information onto the landing page so that people know. Also it would help if they gave a target date to fix the issues.

Re: Unable to login to the ee website to see account information

Leanne_T — Mon, 23 Oct 2023 17:58:16 GMT

Hi @sc19999

Did the agent advise if there was a support ticket raised for the error message you are receiving when logging into your account?

Leanne.

Re: Unable to login to the ee website to see account information

Kaylou97 — Mon, 23 Oct 2023 17:59:05 GMT

Yea I’m having trouble logging in and accessing my account online and also the app isn’t loading either. I hope this can get sorted quickly so I can sort my account out when needed.

Re: Unable to login to the ee website to see account information

sc19999 — Mon, 23 Oct 2023 18:46:45 GMT

No, they emailed me the invoices. It def needs a support ticket given the broader issues with the website and that this has been ongoing for two weeks.

Re: Unable to login to the ee website to see account information

James_B — Tue, 24 Oct 2023 07:04:17 GMT

Hi @sc19999,

The EE app and website are currently up and running.

What happens when you try to log in?

James

Re: Unable to login to the ee website to see account information

James_B — Tue, 24 Oct 2023 07:04:54 GMT

Hi @Kaylou97,

Are you using the latest version of the app?

James

Re: Unable to login to the ee website to see account information

sc19999 — Tue, 24 Oct 2023 07:35:47 GMT

I receive this message:

There seems to be a problem...

Sorry, we’re having a little difficulty right now. Try refreshing the page. You can still visit the other areas of EE.

(10-060)

Re: Unable to login to the ee website to see account information

sc19999 — Tue, 24 Oct 2023 07:39:40 GMT

The customer service operator told me clearly that the website has been down for two weeks.

[Mod edit: Please do not post employee email addresses in this public forum. Thanks]

Re: Unable to login to the ee website to see account information

James_B — Tue, 24 Oct 2023 07:41:53 GMT

Hi @sc19999,

There isn't an outage with the EE app or website at the moment so the advisor you spoke to may have been referring to an issue affected your individual account.

Do you see the same issue in the EE app and ee.co.uk?

James