topic Re: Home page not loading in EE app and website

Home page not loading

andrew_k — Tue, 05 Sep 2023 16:48:36 GMT

On my laptop I can login to EE but the home page won't load. I get a message - we're working on it .... please wait a minute and refresh.
(2005)

It's been like this for over a week. After logging in I can see my profile details but not view my plan but homepage does not load.

Re: Home page not loading

Christopher_G — Wed, 06 Sep 2023 07:04:46 GMT

Hi @andrew_k

Welcome to the community.

Could you try clearing your cache/cookies please? Also, if you can, could you try logging in on a different device or browser please?

Chris

Re: Home page not loading

andrew_k — Wed, 06 Sep 2023 08:24:28 GMT

I have the same problem on tablet, phone, laptop (chrome and edge). Removed cookies and cleared cache but still getting the same problem of getting stuck on home page which won't load. Also can't login on the EE app on phone (android).

Re: Home page not loading

Christopher_G — Wed, 06 Sep 2023 11:20:27 GMT

Thanks @andrew_k

I recommend speaking to our technical support team so they can check everything from our end for you. Hopefully they can get you set up fully and logged in.
Chris

Re: Home page not loading

andrew_k — Wed, 06 Sep 2023 13:12:24 GMT

The problem was sorted out by the technical support team. Only 10 minute wait to be connected and then 30 minutes on phone and laptop to fix. Seems that since BT and EE merged their systems problems can arise if you have a BT and EE account. I hope this gets sorted out so others don't have to go through this annoying glitch in the sytem. The EE support person was excellent.

Re: Home page not loading

Christopher_G — Wed, 06 Sep 2023 13:38:26 GMT

Thanks for coming back to us to let us know, @andrew_k

Chris

Re: Home page not loading

danny_b — Mon, 18 Sep 2023 17:09:40 GMT

Hi,

Any chance you / someone can tell us how to fix it? My account has been like this for weeks now and I can't seem to book a call-back or get anyone on the phone to help.

Thanks.

Re: Home page not loading

Dunc1961 — Mon, 18 Sep 2023 17:23:50 GMT

For some the website and app works fine for some it's intermittent and for most it will not work at all.
EE know about this and has been and still is a on going problem and there is no time frame for a fix as yet.
Why not do a pinned post to reflect the issue admin?

Re: Home page not loading

Leanne_T — Tue, 19 Sep 2023 07:09:42 GMT

Hi @danny_b

Have you tried clearing cookies and cache and opening a new web browser?

Leanne 🙂

Re: Home page not loading

Kielty23 — Tue, 19 Sep 2023 07:54:26 GMT

good luck with that - I have had this issue with level 2 tech support for over a month, not able to access bills via website or EE app.

I have a complaint in that hasn't been acknowledged in over a week.

Not happy..

Re: Home page not loading

Leanne_T — Tue, 19 Sep 2023 08:19:41 GMT

Hi @Kielty23

I am sorry to hear you are unable to view your bills in your My EE account.

If you give us a call on 150, the team can check your complaint and the support ticket for an update on this for you.

Leanne.

Re: Home page not loading

Kielty23 — Tue, 19 Sep 2023 08:59:55 GMT

Thanks Leanne, I am getting regular updates but no progress. Really seems to be a mess..

Re: Home page not loading

Leanne_T — Tue, 19 Sep 2023 09:03:27 GMT

Thanks @Kielty23

Our technical team will be working to get this sorted as quickly as possible for you. You can text BALANCE or BILL to 150 to see the latest bill amount.

Hope this is resolved soon.

Leanne.

Re: Home page not loading

VPI — Tue, 12 Mar 2024 10:13:29 GMT

I have the same issue. I can’t see my accounts and my bill more than doubled the usual last month. Don’t know why…as can’t see my accounts!

Re: Home page not loading

Leanne_T — Tue, 12 Mar 2024 10:20:03 GMT

Hi @VPI

Do you get an error message when viewing the bills?

Are you using the EE app or EE account online?

Leanne.

Re: Home page not loading

VPI — Tue, 12 Mar 2024 10:37:09 GMT

Hi Leanne

I’m using the App. Everything else works but Homes doesn’t load.

Robin

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Re: Home page not loading

Leanne_T — Tue, 12 Mar 2024 10:39:57 GMT

Thanks @VPI

Does the same happen if you log in to your account through a web browser?

Leanne.

Re: Home page not loading

VPI — Tue, 12 Mar 2024 10:45:09 GMT

I haven’t tried yet. I’m out of the office on mobile.

Re: Home page not loading

Leanne_T — Tue, 12 Mar 2024 10:46:57 GMT

Thanks @VPI

If you use the mobile browser and tap here to log into your EE account, select home, then bills and subscriptions, can you view the bills?

Leanne.

Re: Home page not loading

Kellylouisexx24 — Thu, 04 Apr 2024 11:05:43 GMT

The home button doesn't work.