topic Re: EE account broken since October-ish last year in EE app and website

EE account broken since October-ish last year

Ollmall — Mon, 26 Feb 2024 10:16:03 GMT

I have no idea anymore how to get this resolved.

Since about last year I have had major issues with my EE account. I can't access the store, properly log in to my account or access all the features of my account.

I have spoke to EE several times who have 'raised a form' and promised someone would reach out to me in 7 days. Obviously that never happened any of the times they said it would.

This persists across several devices, web browsers, private browsing etc.

When logging in I get a generic: 'Sorry, looks like a technical error'

Anyone else had this and managed to get it sorted out?

Re: EE account broken since October-ish last year

James_B — Mon, 26 Feb 2024 13:00:40 GMT

Hi @Ollmall,

I'm sorry to hear you're having problems managing your account online.

I'd recommend contacting Customer Care on 150 so a member of the team can check the progress of your support ticket.

Thanks

James

Re: EE account broken since October-ish last year

Ollmall — Mon, 26 Feb 2024 13:19:18 GMT

I have done that many many times. Each time I get batted round different departments and 2 or 3 times they've filled out some sort of form where 'someone will reach out to you in the next 7 days' which they never have, hence this post. No one can tell me what's wrong with my account or how to fix it.

Re: EE account broken since October-ish last year

Schockwave — Mon, 26 Feb 2024 13:28:55 GMT

@Ollmall , Are you able to check that you are registered as the account holder rather than the user? Just a suggestion, as that does seem strange.

Re: EE account broken since October-ish last year

Ollmall — Mon, 26 Feb 2024 13:33:05 GMT

It's been my account with no other names on it since 2012 so it should still be in my name. No one was ever given permission or authorisation to change it in any way.

All the bills etc. all have my name on anyway.

Re: EE account broken since October-ish last year

Katie_B — Mon, 26 Feb 2024 13:56:39 GMT

Hi @Ollmall.

If your EE online account has been set up as a user rather than the account holder it will limit you to what you can do online.

Our customer care team will be able to check this and ensure you are set as the account holder.

Katie

Re: EE account broken since October-ish last year

Ollmall — Mon, 26 Feb 2024 14:08:30 GMT

Hi Katie,

As mentioned above, I have had this EE account since 2012 and been the sole named user and owner of this account.

It stopped working last October time (around the time a bunch of people's did) and mine has just never worked properly since.

I have spoken to EE sooooooooo many times and no one can tell me what's wrong with it or call me back as promised to try and fix it.

In fact thinking about it, now that I've got an EE broadband account, I'm now missing out on a ton of features that I'm forced to pay for. So in a way EE are actually not providing me the service that I'm paying for.

Thanks.

Re: EE account broken since October-ish last year

Katie_B — Mon, 26 Feb 2024 14:24:20 GMT

Thanks for confirming that this was working before, this would indicate a single user fault on your account rather than this being set up incorrectly. @Ollmall.

Please try giving us another call and keep me posted here on the community.

Katie

Re: EE account broken since October-ish last year

Ollmall — Mon, 26 Feb 2024 14:28:41 GMT

Right but this is what I'm saying.

I've called multiple times about the issue and multiple times been told there doesn't look to be anything wrong. They then raise the form and promise a call back within 7 days but that never happens. It's honestly exhausting calling customer care sometimes because no one knows what the problem is and sends you to tons of different departments.

I was on the phone for 2 hours with yourselves last time trying to sort out issues including my account not working.

Re: EE account broken since October-ish last year

Katie_B — Mon, 26 Feb 2024 14:58:48 GMT

I understand this must be frustrating @Ollmall.

We have no account access here on the community, so we are unable to raise a ticket for this.

There should be notes on your EE account viewable to the agent if you do not wish to go into detail when calling again.

Katie

Re: EE account broken since October-ish last year

Ollmall — Mon, 26 Feb 2024 16:35:44 GMT

It's incredibly frustrating. And actually looking at your older forum posts I'm not the only one.

https://community.ee.co.uk/t5/EE-app-and-website/EE-Website-account-issues/td-p/1353301

It's filled with posts like this. I've also been told 'it's a known issue' like this person above but that was months ago when it first happened. It's an actual joke how bad it's been.

I can't even see my broadband account when I log into MyEE but in the App it kind of shows up. When I try and link it using the add broadband button, it says linked to another account. But it's linked to my account because I can see it in the EE app sometimes, I just can't manage it or use any of the features.

If, god forbid, I wanted to buy something then I get the 'Something went wrong' error so I couldn't spend any more money with you even if I wanted to.

Re: EE account broken since October-ish last year

Fedupcustomer59 — Sat, 11 May 2024 13:32:07 GMT

This is a known issue. I am having similar. EE gave me two account numbers. I cannot see anything on line! `I have no idea about what’s happening to my live account and EE technical can’t seem to merge the two accounts!

You need to raise a complaint and get a VOL number. After 8 weeks (I think) EE has to send you a deadlock letter. Then you can involve the Ombudsman. Check your contract to see if it says you will have all this on line stuff and if not put that into your Ombudsman case.

Stuff of nightmares! Wish `I’d never transferred to EE.

Re: EE account broken since October-ish last year

newforestuser — Tue, 06 Aug 2024 15:30:35 GMT

Did you ever get any joy regarding this? I'm six months in from transferring from BT and am still unable to access any mobile or broadband account data. Like you, regular calls, lots of promises, but no progress.

Re: EE account broken since October-ish last year

Ollmall — Wed, 07 Aug 2024 08:30:58 GMT

Nope. Spent literally more than 2 hours on the phone again the other day with EE, spoke to 5 different people until they put me through to 'new broadband' team or whatever they're called.

His words in the end were something along the lines of: 'Our process to merge accounts isn't working, we see we've tried to fix yours a few times with no success'.

My reply was: well if you tried it and it failed, you could have at least called me back as promised to which he had no answer.

Ultimately his solution was to make a new email address and use 2 EE accounts. One for phone and one for broadband which seems so dumb. I actually tried to see if I could get out of my contract and leave EE completely because I seriously don't believe that they're providing a quality service or all the features I'm paying wayyyyyyy too much money a month for. As you might imagine they refused that but when I move house in a couple months I'm gonna suck it up and pay the several hundred pound early termination fee just so I don't have to deal with them anymore. Even if I took my EE broadband with me, they'd renew the 2 year contract which I am absolutely not doing.

For a lot less money, I can get a 2.3gig symmetrical connection for £25 a month less on a CityFibre connection (WITH NO PPPOE!!!!!) so it seems like a no brainer to me.

I, like you, also wish I had never changed over to 'new EE'. It's been an utter s*** show to say the least. I would not recommend EE broadband to anyone. What makes it even worse is that the care team over the phone don't even know how to help. I actually had one guy tell me I was completely wrong when I told him I was on the 1.6gbps service and he said 'that doesn't exist, you're talking about WiFi 6' as if I was a complete idiot.

Re: EE account broken since October-ish last year

Ollmall — Wed, 07 Aug 2024 08:33:54 GMT

Actually I forgot to even add to that, that they keep sending me marketing about getting EE TV as if I can actually go on the website and buy it! 😂

What's even more funny/stupid/dumb is that apparently I can't even get EE TV because the 1.6gbps fibre package can't have TV added to it.

So they're wasting paper, mailing costs and server costs by sending me this stuff that I couldn't get even if I wanted to.

Re: EE account broken since October-ish last year

newforestuser — Wed, 07 Aug 2024 12:32:19 GMT

I'm no legal expert, but how can EE charge a termination fee when they are the party that has failed to fulfill their obligations as defined in the contract?

Maybe put all your grievances in writing to their complaints department to explain why you don't feel you're liable for ANYTHING!

Re: EE account broken since October-ish last year

Ollmall — Wed, 07 Aug 2024 12:38:52 GMT

Because they have very good lawyers that write very good contracts.

As long as I'm getting 'minimum guaranteed speed' into the house, in their eyes it's all okay.

It doesn't matter if once it's in the house you only get 0.1mbps, only that they are delivering it to you. So theoretically they could delivery 1.6gbps into the property but then have someone sitting there decoding every bit that comes in and writing it down on paper - in their eyes they're still delivering the service.

And I have raised complaints but they also try and make you put their router back into place 'for troubleshooting' essentially allowing them to see anything they want on your network which in my eyes is a BIIIIIGGGGG no no for privacy. And then you have to leave it in place for a couple weeks. Even if there wasn't privacy concerns, I can't do that because I need certain security in place on my custom equipment for work and servers that I have that their budget routers do not provide. And on top of that, their router only has single gigabit LAN ports anyway so I'd never even get the full speed I am paying for.

The amount of hours I've spent on the phone at this point is ridiculous and it's sooooo fatiguing every time I call. So I've just given up at this point, I can't be bothered to argue with people who don't know what they're talking about anymore.

Re: EE account broken since October-ish last year

newforestuser — Wed, 07 Aug 2024 12:42:33 GMT

I know the feeling - and good luck with your new provider (things can only get better!).