topic Re: Can’t access my account in EE app and website

Can’t access my account

Cloudofutopia — Fri, 01 Dec 2023 05:49:54 GMT

I have been unable to access my account through the app and website for months. I can’t check my bill, or pay it through the app and website - it says an error has occurred. I spoke to customer service through chat and they just told me it’s being worked on (2 months ago). They also told me they had no facility to email me a copy of my bill so I could check it!! They could send a copy through the post (which would take up to 14 days), for which they would charge me.. even though the issue is theirs. Where’s the transparency with billing??!

Re: Can’t access my account

Chris_B — Fri, 01 Dec 2023 07:42:22 GMT

@Cloudofutopia you need to call customer services and request that they reset your online account.

Re: Can’t access my account

Cloudofutopia — Fri, 01 Dec 2023 08:45:15 GMT

Thank you, I’ll give that a go!

Re: Can’t access my account

JOGLE1 — Thu, 25 Jan 2024 17:20:43 GMT

@Cloudofutopia Did that work, as I have been having the same problem ever since I transferred from BT to EE last November

Re: Can’t access my account

Ittencolour21 — Tue, 30 Jan 2024 15:59:57 GMT

Been having the same issue. Was told they can only post invoices but had to just phone EE as not received them in the post. I wasn't advised at the time that I would be charged for paper invoices! Apparently they don't know what the problem is or when it will be fixed. It also seems only some of the advisors are able to email invoices but I need to phone each month and request!!!

Re: Can’t access my account

Cloudofutopia — Tue, 30 Jan 2024 16:34:58 GMT

No, they don’t know what the issue is and just say they’re working on it. It’s been about 9 months since I’ve been able to access my account.

Re: Can’t access my account

Cloudofutopia — Tue, 30 Jan 2024 16:36:39 GMT

It’s ridiculous, I don’t understand how, after 9 months, the problem is still going on! I’m seriously considering going to another provider now. Been with EE for years.

Re: Can’t access my account

Ittencolour21 — Tue, 30 Jan 2024 16:46:28 GMT

Good grief 9 months! I thought our 1 month was bad enough. How can it take so long to sort out. I keep being told it will be 'fed back to the team'! It should be fed back to Chief Exec level that they are not providing a service. I don't know if your's is a business account but ours is.

Re: Can’t access my account

Cloudofutopia — Tue, 30 Jan 2024 17:06:03 GMT

Mines a personal account, I don’t understand how a company this big, and who was apparently voted the UKs best network again, can have an issue like this for so long!!

Re: Can’t access my account

daniwh — Tue, 06 Feb 2024 22:32:09 GMT

Same here. I have a business account and need invoices monthly. Have to keep phoning for them to post them. I was told on 31st Jan that “the issue would be resolved by the end of the month”; laughing, I said what, by the end of today - the advisor on the phone just went silent. Useless to be honest. Simply cannot manage my business mobiles, usage and bills.

Re: Can’t access my account

JOGLE1 — Wed, 07 Feb 2024 08:06:49 GMT

Hi, My ‘EE executive complaints contact’ tells me it could take months to resolve!
I was ‘transferred’ from BT in November. Ever since I have no access to my a/c or bills even after writing to the Chief Exec
Just get bombarded with EE advertising on TV and radio.
Sent from my iPhone.
A joke if it wasn’t so serious!
Good luck!

Re: Can’t access my account

Ittencolour21 — Wed, 07 Feb 2024 09:23:55 GMT

I screen shot this from their website yesterday so I can use it to take my complaint further. I'm fed up with large corporations spouting nonsense that they cannot in anyway live up to. "the UK's most personal, customer-focused brand"

The problems seem to have started after they became "NEW EE".

Re: Can’t access my account

KarineCampos — Wed, 21 Feb 2024 17:35:49 GMT

I'm having the same issue for the past 3 months. After reading so many threads like that in this forum and calling them many times, I'm seriously considering leaving EE (Business account) as I don't have much hope for them to solve it anymore.

Re: Can’t access my account

watki — Tue, 27 Feb 2024 16:31:41 GMT

Just the same here in Feb 2024. Migrated to 'New EE' when our broadband contract expired, and the techy bit is now working. But when I try and logon from my Desktop (Windows 10) using my email, it still brings up the old Legacy bills from before the migration, and although I have a new account number, I can't see any New EE bills or payments. After many calls, they tell me it is a huge problem, and no timescales for a solution, But they were quick enough to make sure the new Direct Debit to the New EE account works!

How can a large corporation be allowed to take money but not let you see the bill? They tell me I can ring up, go through security, and they will tell me over the phone!

This is not acceptable

Re: Can’t access my account

Cloudofutopia — Tue, 27 Feb 2024 19:52:15 GMT

Finally resolved after 9 months, several phone calls and a visit to the EE store. Turns out that my son’s email address was linked to my account for a phone I added to my account for him years ago, but which all of a sudden started causing an issue last year. It took this lovely lady 5 minutes to find the issue that others found not in the last 9 months!

Re: Can’t access my account

Katie_B — Wed, 28 Feb 2024 08:00:24 GMT

Thanks for coming back and letting us know @Cloudofutopia.

It's great to hear this is now resolved.

Have a great day.

Katie 🙂

Re: Can’t access my account

xxjules — Thu, 05 Sep 2024 13:54:44 GMT

I am currently having this issue for 2 months still no resolve too it would you suggest going into the EE store to get a solution?

Re: Can’t access my account

Debbie_G — Thu, 05 Sep 2024 16:21:22 GMT

Hey @xxjules

Welcome to the community.

What happens when you try to log in?

Are you getting any error messages?

Debbie 🙂

Re: Can’t access my account

Cloudofutopia — Fri, 06 Sep 2024 17:15:44 GMT

Issue resolved. It appears that somehow my son’s email address was connected to my account. It has been removed and I can now log in!

Re: Can’t access my account

newforestuser — Mon, 23 Sep 2024 16:22:33 GMT

Very pleased for you - big sigh of relief. But I somehow doubt that for the rest of us (hundreds, thousands?) the solution will be as easy.

I assume you weren't offered anything as recompense for all your wasted time and stress? No, thought not.