topic Re: Website in EE app and website

Website

phoneuserjohn — Sun, 11 Aug 2024 08:11:46 GMT

Does anyone know what is going on with The E.E. website?

Whenever I click onto Bills and Payments, or Plans and Subscriptions a big message always appears simply saying "Sorry something has gone wrong"

Re: Website

Christopher_G — Sun, 11 Aug 2024 10:03:56 GMT

Hi @phoneuserjohn

Welcome to the community.

Does this happen when you try to access those pages on more than one device or browser?

Chris

Re: Website

phoneuserjohn — Sun, 11 Aug 2024 11:43:16 GMT

Hi Chris,

I have tried it using different laptops and different browsers but always have the same problem.

Regards, John

Re: Website

Christopher_G — Sun, 11 Aug 2024 11:55:50 GMT

OK, thanks for trying that, @phoneuserjohn

It sounds like this could be an issue with your account. If you speak with our Mobile Care team, they'll be able to check everything from our side.

Chris

Re: Website

phoneuserjohn — Sun, 11 Aug 2024 12:13:18 GMT

Thanks Chris,

I thought that I would end up having to contact E.E., but on the few times that I have spoken to anyone there no one seems to know what they are talking about.

Would it be any use me sending you a screen shot of all/the exact message that is displayed?

Regards,

John

Re: Website

Christopher_G — Sun, 11 Aug 2024 12:18:52 GMT

They should definitely be able to help with this, @phoneuserjohn. It's best to let them know exactly which errors you're seeing and they'll get it logged against your account.

Please keep us updated with what happens.

Chris

Re: Website

phoneuserjohn — Sun, 11 Aug 2024 12:33:12 GMT

Thanks Chris. I will let you know. The whole thing has turned into a complete debacle and in honesty I have had to figure everything out myself.

I will not bore you with all of the other probs, but how the hell people who are not I.T. savvy get on with all of this I will never know.

There is no doubt that the problem surrounds getting my correct details onto the site as I have now found another message more or less suggesting that word for word.

I further suspect that it was due to contract mistakes which I later learnt had been amended/altered. As a result I noticed that I then had a different contract number.

Many thanks,

John

Re: Website

phoneuserjohn — Wed, 14 Aug 2024 13:08:14 GMT

Hi Chris,

I spoke to a very nice man at EE this morning called Colin, but as usual he was unable to help me although in fairness he did try.

He then went on to say that he was going to fill out a form and submit it to their IT specialists, who he was confident could rectify the problem. He said that it may take up to a week. So at this stage all that I can do is remain optimistic.

Thanks for your interest in this seemingly very basic problem. Would you like me to let you know the outcome next week?

Kindest regards, John

Re: Website

Ali_A — Wed, 14 Aug 2024 16:26:01 GMT

@phoneuserjohn

Thanks for getting back to us with this. Glad to hear Colin was able to raise a ticket for you to have this investigated.

If you could get back to us when you have an update that would be helpful so what has worked for this scenario.

Ali

Re: Website

phoneuserjohn — Thu, 15 Aug 2024 07:55:44 GMT

Thanks Ali,

I will certainly keep you informed and thank you very much for your interest.

Whilst knowledgeable people remain interested it does provide a reassurance that somebody somewhere does actually care about customer satisfaction.

Kind regards,

John

Re: Website

phoneuserjohn — Thu, 15 Aug 2024 09:23:55 GMT

Hi Ali,

I have no idea whether or not it is relevant but I was sent an email from E.E. yesterday telling me that I had not completed my registration, which of course I have.

The email provided a link to click on in order to do this so I decided that I would have a look. I was not surprised to find that it did not work.

Regards,

John

Re: Website

Ali_A — Thu, 15 Aug 2024 09:46:25 GMT

@phoneuserjohn Thanks for the update.
This may be related to the ticket that was raised for you. It would certainly be worth getting back in touch with Customer Service so they can check, and if needed update the ticket to mention the link didn't respond as expected.

Ali

Re: Website

phoneuserjohn — Thu, 15 Aug 2024 11:27:08 GMT

Hi Ali,

The whole situation has now become 100 times worse.

After I received a text from E.E. my landline went dead. So I decided to programme my E. E. home adaptor to transfer over to a digital phone connection.

As I had spent all of my time sorting the website problem I had not got around to it.

Despite being reassured that the E.E. adaptor would programme to my Halo I find that it will not.The green light light just continually pulses.

Now what the hell do I do?

Is there anyone at E.E. who can solve a problem? This is now getting very serious.

Regards,

John

Re: Website

Ali_A — Fri, 16 Aug 2024 16:42:58 GMT

@phoneuserjohn Your home Broadband shouldn't be affected by your online account.

I'd recommend contacting the Broadband technical team to look into the digital phone connection you're experiencing.

Before you do that you can text HELP to 66033.
• We’ll run tests on your connection to find out what’s going on.
• If you need an engineer, we’ll text you in 15 minutes to book a slot.
• If you don’t need an engineer, our brilliant team will call you within 30 minutes to help solve your issue.
See Contact us about Broadband page

Ali

Re: Website

phoneuserjohn — Sat, 17 Aug 2024 08:33:21 GMT

Thank you for this Ali as I have now come to the conclusion that phoning anyone on the normal E.E. helpline number is literally a huge waste of time.

Since we last messaged my landline phone has stopped working and you would not believe the number of hours that I have spent, initially trying to get an answer, then being cut off, then being asked the same questions numerous times e.g. where have I got my phone plugged in? After about six hours I finally convinced all concerned(lost count of number of people that I spoke to) that there was nothing more that I could do myself and I was very begrudgingly granted a home visit by an engineer. The appointment is on the 21/08/2024. So In the meantime my partner now has to journey to the office everyday as with out the landline she cannot work from home.

So as you can expect I had not pursued the website issue any further over the last few days, but as you can imagine your response providing a wholly different communication channel gives me great relieve as the actual thought of phoning E.E. through the normal channels now makes me feel drained before I start.

Lastly Ali can I do what you have instructed over the weekend or should I wait until Monday? Secondly, this may sound a stupid question, but in the event of a call back to me will all concerned be aware that I cannot be contacted on my landline? When my landline is now dialed the caller receives hears recording telling them to leave a message. God knows how many important messages I have been left.

Thank you so much for my continued interest in my problem/problems Ali.

Regards, John

Re: Website

phoneuserjohn — Thu, 22 Aug 2024 09:03:28 GMT

Good Morning Ali,

An engineer finally turned up yesterday to attend to my inop landline.

Her name was Heather Anderson. She was the very first person who I have dealt with at EE who knows what they are talking about. She was the ultimate professional being efficient and highly knowledgable. Within minutes she quickly identified what I had suspected from the outset i.e. my broadband connection had not been programmed with my landline data at EE/BT. No doubt you will have some technical term for this process. She phoned the relevant department and asked them to do it whilst she was here. 15 minutes later my landline was working.

Besides anything this illustrates just how useless call takers at EE are. I got the impression that this was a common issue. I did technical support for 20 years. Your operatives require what is known as a Guided Diagnostics Programme on their computers. Let me know if you would like to know more although I suspect that EE would not go to the expense of having such a programme developed. I could certainly point you in the direction of someone that creates them.

I still of course cannot use the website and I really no longer know what to do about it. The "ticket" that was raised well over a week ago was obviously useless. So it is absolutely pointless once again spending several hours on the phone to EE and getting nowhere. The fault is obviously at EE's end and I suspect very simple to sort out for someone with the appropriate skills. Would it please be possible for yourself to contact the necessary person and ask them to attend to it, rather than me having to text HELP messages and wait for responses?

Regards, John

Re: Website

Leanne_T — Thu, 22 Aug 2024 13:05:13 GMT

Hi @phoneuserjohn

Thanks for coming back to us.

If a ticket has been raised for your online account, this can take time to be investigated and resolved for you.

If you would like an update, please give us another call and the team will have access to the account to help you further.

Leanne.

Re: Website

phoneuserjohn — Thu, 22 Aug 2024 18:34:13 GMT

Quite frankly Leanne I have already spent in excess of six hours on the phone to EE in the less than two weeks that I have been an EE customer.

Out of common courtesy I would have thought with all of the aggravation that I have already experienced someone could contact me.

With the knowledge of the problem why can't someone simply unblock it for me? It's not rocket science.

Cannot you ask someone please?

Regards, John

Re: Website

Christopher_G — Fri, 23 Aug 2024 14:31:46 GMT

Hi @phoneuserjohn

If the ticket is still open, that team would be in touch with you to discuss this further.

I understand that this has been going on for a while now, though. If you want to fill in this complaint form, our complaints team will take a look at your account and contact you to discuss what is happening.

Please keep us updated.

Chris

Re: Website

phoneuserjohn — Sat, 24 Aug 2024 08:32:30 GMT

I was on the phone yesterday for three quarters of an hour to a very nice operative called Liam at EE. He tried very hard during that time to rectify the problem and even got other members of staff involved.

After three quarters of an hour he was directed to end the call with the promise that someone would ring me back later in the day. As per usual this of course never happened. How many days do you think that I should wait for this return call?

Rehards, John