topic Re: How long is it going to take to fix the EE app and website in EE app and website

How long is it going to take to fix the EE app and website

Sam1585 — Wed, 05 Jun 2024 14:10:03 GMT

I have joined EE around a month ago. I’ve been using the service fine but I want to log into my account and check my bills and services etc. every single time I log in it says “it’s not you it’s us” “try again”, “page not loading”. This has been like this for weeks. It’s unacceptable not to be able to view any of these details. How long does it take to fix???!!!

Re: How long is it going to take to fix the EE app and website

Leanne_T — Wed, 05 Jun 2024 15:43:16 GMT

Hi @Sam1585

Thanks for coming here 🙂

Have you reported the EE account to our mobile guides on 150 to get this looked into and support ticket raised for your account if needed?

Speak soon.

Leanne.

Re: How long is it going to take to fix the EE app and website

Sam1585 — Wed, 05 Jun 2024 21:26:08 GMT

I called last week and another week has gone by and it still isnt working. I left sky to come to EE and to be honest so far its been a shambles and im wishing i hadnt bothered. My order got cancelled despite being sent all the kit. I then had to send all the kit back as they had to re order it all and start again. I keep getting reminders to send it back even though i have sent it back already and have proof of postage. Now every time i log in, wanting to check my new plan and account, all i get is errors and problems. Its so frustrating.

Re: How long is it going to take to fix the EE app and website

Sam1585 — Wed, 05 Jun 2024 21:44:21 GMT

also - i cant seem to pair my hub with the app either it just says pairing for ages and nothing happens. Its such a frustrating process. I wish someone could help its painful knowing I will need to call EE againt tomorrow to try and sort this out

Re: How long is it going to take to fix the EE app and website

Christopher_G — Thu, 06 Jun 2024 07:02:18 GMT

Hi @Sam1585

I understand your frustration. Is your hub a home broadband or mobile broadband?

Chris

Re: How long is it going to take to fix the EE app and website

Sam1585 — Thu, 06 Jun 2024 07:05:20 GMT

Hi my hub is broadband. I have broadband and tv package.

Re: How long is it going to take to fix the EE app and website

KevT5 — Thu, 06 Jun 2024 12:49:42 GMT

Hi Sam

Im also having these issues I move across from BT but I could see all my details last week after hours spent on the phone I can’t see anything WiFi controls, bills etc… but also when I do login it says add device products etc.. I can see my eetv and ee broadband account to choose to link but says already linked with another account. The services are running but it’s a pain I can’t control anything or check my bills. Hopefully it will get sorted soon.

Re: How long is it going to take to fix the EE app and website

phoneuserjohn — Wed, 28 Aug 2024 13:31:31 GMT

I have also had horrendous issues e.g. being left without a landline connection.

My big problem now is also the website. Upon logging on I now have a message saying: "Account Closed". I have only been a customer for four weeks. Whilst all that anyone can do on this forum is tell the customer to phone EE it is completely obvious that no one at EE knows a thing about the website. Others advice raising a complaint, which I would assume would be of no more use than the supposed "Ticket" that has been raised on my website fault. I have been promised return calls but I have as yet never received ONE.

Where the hell do we go from here?

Re: How long is it going to take to fix the EE app and website

UkzVortex98 — Wed, 28 Aug 2024 13:37:43 GMT

it's be 2029 time they think this mess BT is in with New EE wish they roll us all back to normal old BT before all this mess just sends us all out of BT Smart Hub 3 with Bt branding

Re: How long is it going to take to fix the EE app and website

phoneuserjohn — Wed, 28 Aug 2024 13:49:17 GMT

It is completely obvious that there exists no one within the EE call centre that possesses any technical expertise whatsoever. I have even tried to help by assisting them with a guided diagnostic programme for their none technical helpline operatives to use. It would of course require EE to make an additional investment which they are obviously not interested in. In short we have a skeleton, barrow-boy service.

Re: How long is it going to take to fix the EE app and website

UkzVortex98 — Wed, 28 Aug 2024 14:16:40 GMT

Cople agree with you I had speed issue the last couple of days keep tell me it was because I have netgear RAX80 as AP Netgear S8000 and tp-link TL-SG105E and I after removed them before they can do their test as their 3rd party and could be them what are making speed go blow 700 what is load rubbish

Re: How long is it going to take to fix the EE app and website

phoneuserjohn — Thu, 29 Aug 2024 10:58:40 GMT

Was this advice from someone who is supposed to be involved in the website?

If so what phone number did you use to contact them?

Re: How long is it going to take to fix the EE app and website

UkzVortex98 — Fri, 30 Aug 2024 12:16:16 GMT

Your live Chart and 150

Re: How long is it going to take to fix the EE app and website

UkzVortex98 — Fri, 30 Aug 2024 12:16:32 GMT

Your live Chat and 150

Re: How long is it going to take to fix the EE app and website

phoneuserjohn — Fri, 30 Aug 2024 13:46:16 GMT

It has previously been admitted by earlier contributors that no one at EE has any knowledge of the website whatsoever. I suspect that this is the result of very common corporate practise i.e. the website design and development was sub-contracted out to another company. Decent quality sites include details of the site creator and very good ones have an email address that can be used in the advent of a problem. There is of course no info of this nature on the EE site.

Once again up against a stone wall

Re: How long is it going to take to fix the EE app and website

Rob1966b — Wed, 02 Oct 2024 15:33:33 GMT

i am having serious issues accessing the website - simple stuff like logging in to download bills or change add ons, even ordering a sim. none of this is possible because I cannot access the site. this problem originated a few years ago for me on chrome via my laptop but i copuld get in via safari or firfox, but now - nothing at all. Totally pointless and quite frankly appalling for a company that provide internet services, unbelievable - especially as this has been going on for years not days!

Re: How long is it going to take to fix the EE app and website

Ali_A — Thu, 03 Oct 2024 07:19:43 GMT

Thanks for joining us on Community @Rob1966b

Have you ever changed your registered email address or created a new log-in ID? It sounds like you may have two which are conflicting.

Please call our Customer Care on 150 from an EE phone or see our Contact Us | Help & Support | EE to call from any other phone, so the team can check your account ID's and ensure they are updated to the one you are looking to use.

Ali

Re: How long is it going to take to fix the EE app and website

Ladywriter — Fri, 25 Jul 2025 13:28:46 GMT

I cant get in at all. When call line is silent and dead. Cant get in my app or your site. Cant see my bills nothing.

Re: How long is it going to take to fix the EE app and website

phoneuserjohn — Sat, 26 Jul 2025 09:05:04 GMT

I have now given up.

I have just over a year of my contract left. At that point I will part company with EE and go to another provider.

Utility Warehouse have very high ratings and have won a Witch award, but I will thoroughly research nearer the time.

John