topic Re: Unable to see my account details on the internet and in the APP. in EE app and website

Unable to see my account details on the internet and in the APP.

Larry9 — Fri, 07 Jun 2024 13:48:28 GMT

Since switching to NEW EE in January for my Broadband only account I can no longer see account information i.e. no bills or usage etc. this is for both internet account and the APP. When I do log in I can only see my old account info and when I interrogate this all I get is the account is now closed. I have tried link my new account (assuming that I have a new account number) but as I don't know this number it is proving impossible.

Anybody got any clues as to why?

Customer services have had several goes at sorting this but obviously can't. The local EE shop don't want to know and pass the buck back to customer services.

Pulling my hair out, wish I had changed supplier.

Re: Unable to see my account details on the internet and in the APP.

Paddy-B — Fri, 07 Jun 2024 15:15:47 GMT

Hi @Larry9,

Thank you for posting. I'm sorry you're not able to see your account information online. Please send me your details and I'll get this investigated.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: Unable to see my account details on the internet and in the APP.

Jazerroch — Fri, 05 Jul 2024 12:05:03 GMT

this is the same for me and everyone. whats going on. i cant change plans ,bills or addons because there is no account details. ive tried this both on the app and now on the website. and why does your digital service always saying sorry due to technical issues we cant help you. i though you were the best communications company on the planet.??

Re: Unable to see my account details on the internet and in the APP.

TSmith5 — Fri, 05 Jul 2024 16:52:06 GMT

I have a similar problem all my account details and my bills on the app and website have completely disappeared and no luck in about three months getting this sorted out.

Re: Unable to see my account details on the internet and in the APP.

Timeman — Fri, 26 Jul 2024 00:36:52 GMT

Having the same issue since the 16th July 2024, unable to see or manage my broadband account via the app so I can't do anything like check the WiFi controls or run any speed tests.

Contacted EE via a phone call to get this issue fixed and still have nothing in terms of any estimated time on when this issue will be fixed. What's the point of having a app if I can't do anything in terms of seeing my broadband account. I can view the account via the EE website but when it comes to WiFi control it needs to be done via the app that ain't even working right.

Re: Unable to see my account details on the internet and in the APP.

NAC58 — Mon, 29 Jul 2024 09:14:51 GMT

Could we have an EE statement as to when account access will be given? I’ve got a time limited decision to make and need to know the conditions and period of my contract! Thank you.

Re: Unable to see my account details on the internet and in the APP.

TSmith5 — Mon, 05 Aug 2024 08:09:18 GMT

is there actually any way to get this problem sorted out I’m really losing the will to live with it if I have to talk to one more support agent over the phone, I’m going to lose my mind 😭

Re: Unable to see my account details on the internet and in the APP.

ColinC71 — Tue, 06 Aug 2024 16:06:15 GMT

Me too. Transferred from BT 2 months age. Can not, and never have been able to access my online account. They are taking payments & I have yet to see a single bill, payment schedule or been able to access settings. Call protect, activate wi-fi hotspot, etc. Numerous phone calls over many hours & just get told, wait 48 hours, wait 72 hours, wait 7 working days & then, Nothing! I think my only option now is to move somewhere else and refuse to pay any early termination fee they may try and charge me stating that they haven't fulfilled there side of the contract. It's worrying that a so called tech company can't even make their online customer account management system work! Very unhappy and wishing I never transferred to EE.

Re: Unable to see my account details on the internet and in the APP.

NAC58 — Thu, 08 Aug 2024 11:21:44 GMT

Update: I can now see account details - it’s not overly great as most of the links go to upselling! But the basic info is there now. It may be the transfer from BT to EE that is causing the gap in information? I’m now awaiting my Discovery+ activation which is proving equally frustrating! Keep the faith!

Re: Unable to see my account details on the internet and in the APP.

IFS — Sat, 14 Sep 2024 17:31:22 GMT

However bad you thought BT was, EE seems much worse. Transitioned to EE, not by choice, but cannot now access any of my account details, such as my what TV and Broadband products I am paying for, nor any billing or account info. My account is supposed to be in credit, so I'm not happy about not being able to see how that credit is being used. Can someone at EE pick up on this please ?

Re: Unable to see my account details on the internet and in the APP.

Peter_W — Sun, 15 Sep 2024 07:11:59 GMT

Good morning @IFS.

Welcome to the EE Community!

Could you please let me know a bit more about what happens when you try logging into the EE app?

Do you get any particular error messages etc?

Peter

Re: Unable to see my account details on the internet and in the APP.

IFS — Sun, 15 Sep 2024 13:51:54 GMT

Hello Peter

Thanks for responding. I was migrated from BT fairly recently and when I
clicked the link in the email telling me I can new view my first bill, I
got to the page in the attached screenshot, but didn't see any details of
what products I have nor my bill. I have tried again several times since,
with the same results.

I really don't understand why EE haven't tried to replicate the info the BT
customers got when they logged in to their accounts. All the info you could
ever need was there and all you had to do was input your email address and
p/w.

If I'm doing something wrong, can you please set me straight. I'm using a
pc btw.

Thanks.

Regards,

Ian Ferguson-Smith

Re: Unable to see my account details on the internet and in the APP.

Peter_W — Sun, 15 Sep 2024 14:33:29 GMT

Thanks @IFS.

I'm not seeing any screenshots here, did you definitely share this?

Your account may not automatically transfer over from when you were with BT, but normally it will ask you to link this when logging in.

You can find more information on how this all works on our help page here.

Peter

Re: Unable to see my account details on the internet and in the APP.

IFS — Sun, 15 Sep 2024 16:13:54 GMT

Hello

The screenshot was an attachment to my last email - it was showing this page
https://ee.co.uk/exp/home

I clicked link device and tried to link my broadband, but I need my account
number and haven't received anything from you with that on it, just the last
4 digits, so I couldn't go any further ?

Regards,

Ian Ferguson-Smith

Re: Unable to see my account details on the internet and in the APP.

Rach_H — Mon, 16 Sep 2024 11:12:40 GMT

Thanks for letting me know what's been going on @IFS.

It does sound like giving our team a call would be the best option, and they can take a look into why this is happening, and help you get this sorted.

Rach

Re: Unable to see my account details on the internet and in the APP.

IFS — Mon, 16 Sep 2024 13:19:47 GMT

Thank you, will do

Re: Unable to see my account details on the internet and in the APP.

newforestuser — Mon, 23 Sep 2024 16:14:30 GMT

If it's anything like the success I've had from ringing 150, most weeks since February, I'd advise Ian not to bother!

Everyone's very nice and very helpful, but unfortunately behind the front line responders, the Uk's best broadband and mobile provider just doesn't seem to have the technical knowledge needed to allow customers to view their accounts.

Re: Unable to see my account details on the internet and in the APP.

IFS — Mon, 23 Sep 2024 16:57:10 GMT

Unfortunately, you're right. I don't understand why BT/EE didn't iron out potential bugs before transitioning over. I did speak to someone called Ann this morning and if she can do what she said she would do, then problem solved. If you already have an EE mobile a/c, apparently they just have to merge your BB and TV with that.

Good luck.

Re: Unable to see my account details on the internet and in the APP.

Phi31 — Thu, 26 Sep 2024 19:28:48 GMT

me to

Re: Unable to see my account details on the internet and in the APP.

newforestuser — Mon, 25 Nov 2024 16:04:38 GMT

I never thought I'd say this after nearly 10 months of frustration, but I seem to be well on the road to having the problem fixed!

Out of the blue last week I got a phone call from an EE Guide to talk about my problem, (was the number of negative reports I'd posted on this messageboard anything to do with it I wonder?) and he texted me a link to get straight to the tech team. I did this, and got a very concerned and helpful lady (this wasn't the first time so I didn't hold my breath) who took me through various procedures (emptying my cache on Chrome on Windows, deleting and reinstalling the EE app on Android), but all to no avail. Groundhog day I thought. Then she suggested something I had heard mentioned by other posters on here - "did I have an email address other than the Gamil one I had registered with?" (I don't know that the Gmail bit matters, just needs to be a diffeent one I think). As it happened I did have an unused one with yahoo.co.uk, so she put that one into my profile, and that then generated an email to the new inbox about finishing setting up my userid. I clicked on the "Create EE ID" button in the email and cogs began to whirr. I then got another email entitled "You've created your EE ID". Wow - that sounded promising.

Imagine my disappointment when I tried using my new email address to log in from my laptop and hit an error message - in fairness my guide seemed equally crestfallen. But then I tried logging invia the app and for the first time ever I was able to see just what it was that my monthly payments during 2024 had bought me - both mobile and broadband/TV. I could access every month individually and do other useful stuff like amend my plans, set up roaming abroad (only about £17 a week compared to BT's £0) and buy all sorts of add-ons. I was promised by my guide that the Windows login would also get sorted out, and in fairness I can at least see my phone bills on there now.

So it seems that the solution is to get yourself a secondary email address, phone up and ask to have that plugged into your profile - assuming my guide has spread the word to her colleagues! It seems that all admin emails about your account will still come to your primary email inbox - the alternative one is simply for logging in.

Good luck - I hope this helps some of you.