topic Re: My profile is not loading in EE app and website

My profile is not loading

JCHinson — Thu, 15 Aug 2024 20:38:41 GMT

Can’t seem to log into the app or the website to view my profile. Just keeps returning an error. I have an upgrade going through in the next couple of days, could this be the reason? But it’s been going on since Monday so I don’t understand it. Help.

Re: My profile is not loading

Chris_S — Fri, 16 Aug 2024 08:52:19 GMT

Hi @JCHinson I'm concerned that you're unable to get access to your My EE account, especially if you have an upgrade coming up.

What error message are you getting when you try to access your account please? Chris S

Re: My profile is not loading

James2426 — Fri, 16 Aug 2024 10:12:31 GMT

I have the same problem with both the app and online.
tried deleting and reinstalling the app. Resetting password.

Re: My profile is not loading

Profile closed — Fri, 16 Aug 2024 13:03:12 GMT

Same problem on my end, here's what shows up

Re: My profile is not loading

KrisDaMofo — Fri, 16 Aug 2024 13:27:41 GMT

I’ve been getting the same message all month long, when I talk to EE all they say is delete the app and reset you password. They talk to us like the problem is our end yet many people are facing the same issues. And when I said I wanted to send some data to family he said I can do all that in the app! The app I’m talking to you about that I can’t get log in correctly or get any information from!!!!
3 months to go and I’m gone.

Re: My profile is not loading

JCHinson — Fri, 16 Aug 2024 13:36:30 GMT

Exactly the same for me.

@Chris_S

Re: My profile is not loading

Chris_S — Sat, 17 Aug 2024 08:07:47 GMT

Thanks @JCHinson and @KrisDaMofo I really appreciate you letting me know what's happening.

I'd recommend resetting your password to see if that solves the problem, if not, we can certainly get this looked into a bit deeper for you.

Here's a link to a handy web page which details how to reset your password How Do I Reset EE Password? | Profile Help | EE

Re: My profile is not loading

KrisDaMofo — Sat, 17 Aug 2024 16:23:54 GMT

Hi thanks for reaching out,

I’ve reset my password multiple times already and still no joy.

Re: My profile is not loading

JCHinson — Sat, 17 Aug 2024 18:49:24 GMT

Thanks Chris. I’ve reset the password twice. No change I’m afraid.

Re: My profile is not loading

KrisDaMofo — Sat, 17 Aug 2024 21:42:38 GMT

Yet everyone else in my family and friends can log in first time no problem. ?!?! Frustrating.

Re: My profile is not loading

Peter_W — Sun, 18 Aug 2024 08:57:24 GMT

@JCHinson @KrisDaMofo Thanks for confirming that you've both tried the password reset, and I'm disappointed you've not had any success from there.

If you're all up to date on both your phone's software and the app version, my next recommendation would be to give our technical team a call so they can continue checking through things at our end.

Often this could be linked with how the account is set up and a ticket may need to be raised for further investigation, but we always want to make sure we've looked into all the factors that could be causing this.

Peter

Re: My profile is not loading

James2426 — Sun, 18 Aug 2024 09:02:51 GMT

I will share what I have done thus far.

uninstalled and reinstalled the App on iPhone 13

reset my password

my circumstances

I changed from a pay as you go to a monthly subscription but keep the same number.

I welded a package of EE broadband, phone and EE tv together. New on the app it is asking me to select a 4 digit pin and to confirm it.
I can log onto the webpage, but my profile doesn’t load.

if we have similarities in any of the above, we may be able to pinpoint the issues.

Re: My profile is not loading

James2426 — Sun, 18 Aug 2024 09:09:56 GMT

I have done all of the above.
They told me Friday when I called that they had had 17 similar cases in the past few days. As people are unlikely to need to login to their EE account daily, I would suggest these numbers will grow.

Re: My profile is not loading

KrisDaMofo — Sun, 18 Aug 2024 12:15:30 GMT

So far I’ve,

reset password many times

uninstall and reinstall app several times

phone is always up to date on software

nothing has changed on my account since setting up 26 months ago.

Re: My profile is not loading

KrisDaMofo — Sun, 18 Aug 2024 12:22:03 GMT

I myself usually sign in weekly as I pay an amount each week onto account so I normally have enough on credit that normally covers my bill in full. And also the inconvenience of not transferring data to family.

3 months remaining and I’ll be leaving as the signal in my area is terrible since 3 network installed a mast. And even after contacting support and trying to work through the area problems nothing has ever changed. If I don’t use WiFi calling at home I’d never be able to use my phone to make or receive calls. 😞