topic Re: Cannot access my account through the app or on browzer in EE app and website

Cannot access my account through the app or on browzer

Em131 — Mon, 02 Sep 2024 09:18:34 GMT

For the past week I cannot access my EE account through the app and I get limited information through the browzer, I keep getting a 'sorry we cannot access this info right now'

I can't view my bill or do anything

Can anyone help please

Re: Cannot access my account through the app or on browzer

Rach_H — Tue, 03 Sep 2024 07:56:32 GMT

Hi @Em131,

We know how important it is for you to be able to stay up-to-date with what is happening with your account, so I'd love to take a look into this. Have you been able to see everything you needed on your account in the past?

Rach

Re: Cannot access my account through the app or on browzer

Em131 — Tue, 03 Sep 2024 15:56:54 GMT

Hi

I always use the app, have down for years this issue has been happening for about 2 weeks

I go on the app which directs me to the website and then when I log in I cannot view anything

Please help

Re: Cannot access my account through the app or on browzer

Rach_H — Tue, 03 Sep 2024 16:38:18 GMT

If you log in on the website, do you still see the same issue happening @Em131?

Rach

Re: Cannot access my account through the app or on browzer

Em131 — Wed, 04 Sep 2024 06:57:54 GMT

Hi

When I log in through the browser I can access the account but if I try to view a bill etc I get the message sorry that’s not available at the moment, please try logging in again and then I’m in a loop

Thanks

Re: Cannot access my account through the app or on browzer

Chris_S — Wed, 04 Sep 2024 11:13:08 GMT

Thanks for letting me know @Em131

Could you try using another browser to access your My EE account to see if that helps please?

Chris S

Re: Cannot access my account through the app or on browzer

Em131 — Wed, 04 Sep 2024 15:58:54 GMT

Hi

I’ve have tried on different browsers but the same thing happens, I cannot view anything in relation to my bill etc

Thanks

Re: Cannot access my account through the app or on browzer

squeekyneeds — Wed, 04 Sep 2024 16:03:51 GMT

I have not been access my account for over a month now

Re: Cannot access my account through the app or on browzer

Em131 — Wed, 04 Sep 2024 16:30:54 GMT

I don’t know why I can’t either!

I haven’t made any changes to my account or upgraded my phone

It’s so annoying because I don’t want to have to ring and wait 30 mins just to check my bill etc

Re: Cannot access my account through the app or on browzer

Peter_W — Thu, 05 Sep 2024 12:37:14 GMT

Thanks for giving that a try @Em131.

I totally get that you'll not want to call every time to check your bill, but I would recommend on this occasion reaching out to our technical support team.

They'll be able to check out how your account is set up at our end, and if needs be pop you over to someone that can give you a breakdown for this month too.

Peter

Re: Cannot access my account through the app or on browzer

Em131 — Thu, 05 Sep 2024 16:28:35 GMT

I’ll ring them but don’t know how they’ll be able to help me

If they can’t I’ll be back to here
Thanks