topic Re: Why is myEE and the app both down? in EE app and website

Why is myEE and the app both down?

troot81 — Mon, 05 Feb 2024 22:58:57 GMT

How can you take the entire functionality of the site offline?

Re: Why is myEE and the app both down?

Chen01 — Tue, 06 Feb 2024 00:28:55 GMT

i agree !! i can’t send my daughter data that she needs while she is in A&E !! So bad for all avenues to be down to gift data

Re: Why is myEE and the app both down?

Damon72 — Tue, 06 Feb 2024 03:17:33 GMT

Agree its absolutely pathetic,we dont want upgrades we want to access our my EE.

Re: Why is myEE and the app both down?

Damon72 — Tue, 06 Feb 2024 03:19:18 GMT

Its happening too often now with no advance warning from EE.I will consider switching to 02 when my contracts up as iam fed up of not being to access My Ee.

Re: Why is myEE and the app both down?

Christopher_G — Tue, 06 Feb 2024 08:30:36 GMT

Hi @troot81 @Damon72 @Chen01

I'm sorry that you weren't able to access these features whilst the maintenance works were going on. Are you able to access it this morning?
Chris

Re: Why is myEE and the app both down?

Mark0216 — Tue, 06 Feb 2024 13:52:35 GMT

I've been having the same problem since Friday night and I want to access my bills on my business account for similar reasons. I've tried logging in to the website and the app. On the website it lets me log in then says we're having problems getting your information. On the app I can login then it wants me to set up a pin so I enter a pin twice then it fails saying there is a problem try again. I can access the account profile information but that looks to be incomplete and a little garbled - not sure if thats important. I've tried with many different browsers on different devices - non work so I'm quite confident the problem isn't my end.

I came looking on the forum here today for more information (is it just me) I can't see any formal acknowledgement of a wider issue as you might expect if there were a problem thats affecting many. There are other people on this forum who are having problems with accessing their account information and billing and the support staff are blaming maintenance last night (well its not been working for 4 days now) and then there are community members saying it is working (possibly but just for them) - but nobody seems to have a definitive answer of what the problem is or when it will be fixed.

I contacted them on chat Friday and was told it is a problem affecting many accounts unlikely to be fixed by Monday(yesterday) it still seems to be ongoing. They did offer to print my bills off and post them to me, well with the post being unreliable they might fix it before the bills arrive and anyway it doesn't help trying to upload my bills to the cloud for the accountants record.

Today I had a text which said my new bill was ready to view - I tried to view it (app and web) and failed. The text said I could get information about my bill by replying BILL to the text. I tried that but all I got was a reply with a list of popular options for the 150 service - non of which included BILL so my guess is that doesn't work either.

Re: Why is myEE and the app both down?

Mark0216 — Tue, 06 Feb 2024 14:07:16 GMT

Its been down since Friday night at least - thats more than a bit of maintenance - so no we still can't access accounts this morning or at any time since - instead of apologising and throwing it back on the customer how about some useful information about what's broken and when we can expect to have access to our account details again? Is it an ongoing process of data recovery? Have you taken everything offline because you have been hacked or did the maintenance update just go wrong?

Re: Why is myEE and the app both down?

Christopher_G — Tue, 06 Feb 2024 14:36:52 GMT

The EE Online account is up and running and working now, @Mark0216

If you're still having problems accessing, please try clearing your cache/cookies or try accessing on another device or browser. If it still won't allow you to access, it could be a problem specifically with your account. If that's the case, I recommend speaking with our technical support team who can look into it further for you.

Chris

Re: Why is myEE and the app both down?

Mark0216 — Tue, 06 Feb 2024 15:03:14 GMT

I've just spoken to your technical support phone line as you suggested - clearing cache and cookies isn't going to fix a problem which exists on my mobile phone and across 4 other devices.

The EE Online Account isn't up and working its down. There is an open ticket which has been on going for over a month and its affecting the tech support staff also. They've been promising to fix it for weeks but it still isn't fixed and there is no confirmed date for when it will be. In the meantime I can (and will have to) phone tech support or the accounts / billing team to manage my account and get copies of bills etc

Re: Why is myEE and the app both down?

Donald33 — Tue, 06 Feb 2024 17:25:21 GMT

Me too! I got the same problem. I have called EE technical guys, but it isn’t fixed. I deeply regret to join EE.

Re: Why is myEE and the app both down?

Hose30 — Wed, 07 Feb 2024 21:52:42 GMT

I have the same problem - I haven't been able to access bills for my accounting and has been going on for WEEKS!! So frustrating, why is there no formal acknowledgement of this issue!?

Re: Why is myEE and the app both down?

James_B — Thu, 08 Feb 2024 07:46:55 GMT

Welcome to the EE Community, @Hose30 🙂

I'm sorry to hear you're having problems accessing your bills?

Are you a personal or business customer?

Are you able to log in to the EE app?

James

Re: Why is myEE and the app both down?

Hose30 — Thu, 08 Feb 2024 08:17:04 GMT

Business customer - your own customer service team on the phone told me weeks back that this was being looked in to and they were aware but as others have reported across this community- it is still an issue!

Sent from my iPhone

Re: Why is myEE and the app both down?

James_B — Thu, 08 Feb 2024 08:21:43 GMT

I'm sorry to hear this isn't resolved yet, @Hose30

You did the right thing in alerting our Customer Care Team of the problem.

The team will have added your account to the support ticket and our support teams will be working to fix it as soon as possible.

James

Re: Why is myEE and the app both down?

Nyxia — Thu, 08 Feb 2024 08:40:50 GMT

Personal customer - cannot access MyEE at all, continually refreshes no matter which browser I use, can't see any of my account information at all. Please get this website sorted as it's not the first time I've had this issue. After refreshing for a while, now it just says BLOCKED and I can't access anything at all. I am a paying customer, I should neither be blocked or unable to access my own bill statements!

Re: Why is myEE and the app both down?

James_B — Thu, 08 Feb 2024 08:49:08 GMT

Welcome to the EE Community, @Nyxia 🙂

I'm sorry to hear you're having problems accessing your EE account.

Are you able to access your account via the EE app?

James

Re: Why is myEE and the app both down?

Nyxia — Thu, 08 Feb 2024 09:11:57 GMT

I can log in to the app but it tries to redirect me to the EE website when I attempt to access my personal information/bills. Then it starts the refresh merry-go-round again and I can't view anything.

Re: Why is myEE and the app both down?

James_B — Thu, 08 Feb 2024 09:35:02 GMT

Have you tried clearing your cookies and cache, @Nyxia?

James

Re: Why is myEE and the app both down?

Nyxia — Thu, 08 Feb 2024 09:42:03 GMT

I am trying this on two different devices, with different browsers (one of which, my phone, has never used the EE app previously). It's definitely not a cookie/cache issue but I tried clearing and same result... It's a fault with the website or my account.

Re: Why is myEE and the app both down?

James_B — Thu, 08 Feb 2024 10:02:26 GMT

Thanks for confirming that, @Nyxia

Please get in touch with Technical Support so a member of the team can raise a support ticket for you.

Thanks

James