topic Re: Logging as different user, shows previous users billing and mobile device info in EE app and website

Logging as different user, shows previous users billing and mobile device info

scwee — Thu, 29 Feb 2024 15:21:27 GMT

I currently manage a couple of EE accounts for my family, my own and another.

However, recently I've found that when I logout of the EE website, and logon as a different user I can still see data & information from the previous session. Whilst this isn't a huge problem for myself as I manage both accounts, it's a obvious security & privacy concern that the website does "inherit" session information.

The home and profile pages are as expected, however going to the bill/usage pages shows the previous session. Restarting the browser (Firefox) does not resolve the issue.

I've found that using a different browser (Edge, Chrome, etc) for each account does workaround the problem, but this is not ideal.

Has anyone else seen this behaviour, and if there is a better solution/workaround than using different browsers?

P.S. I've not raised this as a technical support issue with EE directly, as I can see no way to do this. If anyone knows how to do this, please let me know.

Re: Logging as different user, shows previous users billing and mobile device info

Christopher_G — Thu, 29 Feb 2024 17:47:26 GMT

Hi @scwee

Welcome to the community.

I think the easiest way for us to look into this, is if you contact our technical support team. They'll be able to take a look into what's happening and raise this as a technical incident, if needed.

Chris

Re: Logging as different user, shows previous users billing and mobile device info

Chris_B — Thu, 29 Feb 2024 18:05:28 GMT

@scwee Have you tried clearing the browser history and cookies. ?

Re: Logging as different user, shows previous users billing and mobile device info

scwee — Fri, 01 Mar 2024 10:31:05 GMT

Thanks and will do.

Re: Logging as different user, shows previous users billing and mobile device info

scwee — Fri, 01 Mar 2024 10:35:04 GMT

I haven’t tried that yet, as I’m trying to avoid having to do that. A restart of the browser does not solve the problem. However, I’ve found after a period of time has elapsed and/or a computer reboot, the problem goes away. Intriguing.

Re: Logging as different user, shows previous users billing and mobile device info

Leanne_T — Fri, 01 Mar 2024 12:28:35 GMT

Hi @scwee

Please let us know how you get on after getting in touch with our technical support team.

Thanks 🙂

Leanne.

Re: Logging as different user, shows previous users billing and mobile device info

scwee — Sun, 03 Mar 2024 08:50:42 GMT

I’ve unfortunately failed to find a way through to technical support where I can leave or discuss details of the issue.

E.g. dialling 150 presents a multitude of menus, none of which were relevant to website issues. I tried a number of options, however was unable to find a way through. Maybe I’m missing something, however it’s not obvious, or easy, to me.

If the technical support team are interested in the issue, then the details are in my original post, and I’m happy to be contacted wrt further information as needed.

Re: Logging as different user, shows previous users billing and mobile device info

James_B — Sun, 03 Mar 2024 12:02:49 GMT

Hi @scwee,

I'll try and get this raised at our end for you.

When you say you can see information from the previous session, is this showing within your online account, or do you mean you are able to reload entire pages of the account you where viewing earlier?

James

Re: Logging as different user, shows previous users billing and mobile device info

scwee — Sun, 03 Mar 2024 13:50:32 GMT

Hi James,

Many thanks and much appreciated. It is showing within my online account.

To clarify, I logon to the website via my browser (on a Windows 10 computer) using UserA and go to various places including billing and usage. I then logout of the EE session. Then logon with UserB and the initial “home” page is as expected. However if I then navigate to billing or usage, I am presented with details for UserA.

Closing the browser tab, or restarting the browser after the logout of UserA doesn’t resolve the issue. Though I believe either/or a computer reboot or elapse of a period of time (at least a few hours), can resolve the issue.
Hope that helps.

Cheers

Stuart

Re: Logging as different user, shows previous users billing and mobile device info

James_B — Sun, 03 Mar 2024 14:14:52 GMT

Thanks for the extra detail, @scwee

Can I also ask which browser you're using?

James

Re: Logging as different user, shows previous users billing and mobile device info

scwee — Sun, 03 Mar 2024 15:05:31 GMT

I’m using Firefox, and have also tried Edge which also has the same issue. Both browsers are currently up-to-date.

Cheers Stuart

Re: Logging as different user, shows previous users billing and mobile device info

James_B — Sun, 03 Mar 2024 15:44:22 GMT

Thanks again, @scwee

James

Re: Logging as different user, shows previous users billing and mobile device info

faultreport2024 — Wed, 12 Jun 2024 10:37:52 GMT

I've just raised the same issue today with EE both on here and as a direct complaint having discovered it yesterday. The only way I've managed to avoid it happening is to close the browser after logging out as the first user.

It's shocking that EE clearly knows about this fault and has done nothing to fix it

Re: Logging as different user, shows previous users billing and mobile device info

gleninjapan — Fri, 14 Jun 2024 14:03:53 GMT

I had this same issue last year - and I'm shocked it's not been fixed, as I raised a complaint with EE on it by voice.

Not only is it a security issue, when I tried to put roaming adding on two accounts, the system put both of them onto the same user as it did not switch despite clearly logging out and back in again. This caused issues on holiday when only one phone roamed.

Ironically - EE seem to have 'solved' the issue, as when trying to do the same today, I literally can not log out - the [Profile] button just shows a white screen that never loads, and there is no prominent logout button (I see others have this issue as well).

Thankfully my contract is up, so this will be the trigger for me to finally leave - the website is appalling.

Re: Logging as different user, shows previous users billing and mobile device info

scwee — Fri, 14 Jun 2024 20:41:43 GMT

Interesting, and disappointing the problem has been around (and known) for that amount of time.

I've just tried my two accounts, and the same problem exists. I was able to logout (from Profile page), so not change has been made as far as I can tell.

Unfortunately, closing the browser (after logout) doesn't work for me either.