topic Re: EE Website & App unable to log in in EE app and website

EE Website & App unable to log in

bruce0j — Thu, 12 Sep 2024 19:52:32 GMT

Hi,

I have been an EE customer for the best part of 11 years I pay my bill normally through the website due to my pay day changing and recently I can't do anything on the website or the app and this has been the best part of 2 months! I have tried logging in on desktop both on edge (ugh!) and chrome and also through the app and this is what I get (see below screenshots) and opening my profile on the website just shows my basic information not even my contract or anything!2 Different web browsers (edge & chrome)

This has been a string of disappointments recently for my time with EE while I'm still just over a year left on my contract (not that I can check online) I will be highly tempted to change provider soon...

And if any rep asks me to ring 150 don't I've already seen those forum posts have an internal team check this stuff as a website and app access should not be broken for this long!

Re: EE Website & App unable to log in

Rach_H — Fri, 13 Sep 2024 07:46:05 GMT

Hi @bruce0j,

Welcome to the Community!

We don't want you to have any trouble logging into your account, or paying your bills, so I can understand your frustration with this.

Our Faster Payment page is a great option for still making a payment, without needing to log into your account, but I appreciate that this does not resolve the larger issue.

We've not had any other reports of people having difficulty accessing their accounts, so it would seem that there is something in the background of your account which is causing this problem, and not with EE accounts on the whole, so you would need to speak with our team in order to get this sorted, as we do not have account access here.

Rach

Re: EE Website & App unable to log in

DP1993 — Fri, 13 Sep 2024 19:21:14 GMT

I have also been having the same issue since end of July 2024. Thought it was just an internal issue or maintenance but has been quite a significant issue as well. Multiple attempts to log in at different times, Same error

Re: EE Website & App unable to log in

dddddddddddddd1 — Sun, 15 Sep 2024 19:40:58 GMT

Maybe you should check this forum more closely.

There are many reports of people having the same issue.

I'm having this issue, I cannot access anything in my account I just get redirected to a black page every time

Re: EE Website & App unable to log in

Christopher_G — Mon, 16 Sep 2024 07:18:50 GMT

Hi @dddddddddddddd1

Welcome to the community.

Have you tried this on some different devices and browsers? Have you spoken with our Technical Support team about it? They'll be able to check everything from our side for you.

Chris

Re: EE Website & App unable to log in

dddddddddddddd1 — Mon, 16 Sep 2024 09:57:46 GMT

Hi,

I've tried all sorts of devices and browsers, makes no difference

Still get the same as above - black screen after being redirected to https://ee.co.uk/what-do-you-want-to-do-today

The tech support team should already be aware of this as it not isolated to a single account.

Thanks

Re: EE Website & App unable to log in

Christopher_G — Mon, 16 Sep 2024 10:01:46 GMT

I recommend speaking to them, @dddddddddddddd1. It could be something that is an issue with your specific account. They will be able to run through some troubleshooting to try and get you full access.

Chris

Re: EE Website & App unable to log in

KJ611 — Mon, 16 Sep 2024 14:43:57 GMT

I have the same problem. I have been a customer for years. For the past 2 months I haven’t been able to access the website or app. I get the same error messages you posted.
I have called customer service technical help and I have been told to replace the sim, to reinstall the app, to clear the cache, to reset the account. None of this works. I’m fed up wasting my time on a service that doesnt deliver. If EE doesn’t solve this I’m off to a different provider as soon as my contract ends. What an abysmal service

Re: EE Website & App unable to log in

dddddddddddddd1 — Mon, 16 Sep 2024 15:00:00 GMT

I don't see how any of those steps would fix these issues

It's clearly an ee back end system issue that's not updating.

Just logged in fine on with my wife's account, no issues. Same laptop, phone etc.

The past 2 years I've had with ee have been littered with issues, particularly with signal.

Re: EE Website & App unable to log in

200puma — Tue, 17 Sep 2024 15:24:26 GMT

I am also having the same problem

Can't login on app just comes up with sorry there seems to be a problem. If I login online then all u can see is my profile. Had this problem for about 6 weeks now so spoke to ee technical advisor and I was told it's a known problem and if I keep trying I should be able to login sometime, but still nit working and don't think this is the response I should get.

I am unable to see my data allowance so hopefully I won't go over and be charged

Re: EE Website & App unable to log in

Peter_W — Tue, 17 Sep 2024 17:34:07 GMT

Good afternoon @200puma.

Welcome to the EE Community 😊

Just to reassure you first of all, on EE we never charge you automatically for hitting your data cap.

Depending on your plan, you'll either be prompted to opt into a chargeable add-on for extra data, or you'll stay connected but have your speeds restricted to 0.5 Mbps until your allowance resets.

We send you updates when you've used 80% and 100% of your allowance too, and there are a range of plan details you can check via our 150 text service.

When was it you spoke with our team about these issues, and have you been able to view your details in the past?
Peter

Re: EE Website & App unable to log in

200puma — Tue, 17 Sep 2024 17:49:47 GMT

Good evening

Thanks for your email
I spoke to someone about 3 weeks ago. Yes the app worked perfectly before
and the just stopped working. The person I spoke with was a level 2
technician who I think looked at my account and all seemed OK and then he
said it was a known issue and I should keep trying and eventually I should
be able to login, but I can still not login in with the app or online

Re: EE Website & App unable to log in

Linzi_H — Wed, 18 Sep 2024 08:59:14 GMT

Hi @200puma

Thanks for letting us know you've already been in touch with the team about this.

I'm disappointed to hear you're still having some ongoing trouble with your online account. I'm really confident our level 2 team has flagged this and will work to resolve this as quickly as possible.

Linzi

Re: EE Website & App unable to log in

KJ611 — Wed, 18 Sep 2024 09:10:09 GMT

Hi Linzi

I think you may have picked up one of the respondents who is having a similar problem.

I am fed up phoning the customer /technical help line and getting no where. Can you advise how I take this further and doesn’t simply waste my time. Or preferably could you do this as the problem is on Ee’s side and I cannot access the services I am paying for

My contract is up at the end of the year and I will move if this hasn’t been sorted.

Sent from my iPhone

Re: EE Website & App unable to log in

Linzi_H — Wed, 18 Sep 2024 09:33:17 GMT

Hi @KJ611

I'm so sorry we've left you feeling this way, as it's the last thing we'd want!

I would advise you to make a complaint online, especially if you have been in touch several times with no resolution.

Please fill in the webform; our current response time is within 7 days.

I hope this helps.

Linzi

Re: EE Website & App unable to log in

DP1993 — Thu, 19 Sep 2024 14:22:45 GMT

@Linzi_H

Different Customer,

Still have the same issue as everyone above and was 2nd user to comment having this issue. EE's website still has an issue with log in's for me, same for the app. I haven't been able to log into either since End of July and thought it was just a maintenance issue.

But since then either nothing is being done on EE's website end, the message isn't being passed on or it's very slow for something to be sorted out by now.

We, as customers, aren't being filled with hope that it's being sorted. But I doubt to be a customer after this or for much longer. I don't pay £124 per month and be a customer of EE for 8ish years to not have access to change, update or pay my bill.

Re: EE Website & App unable to log in

Linzi_H — Thu, 19 Sep 2024 14:45:37 GMT

Thanks for your message @DP1993

I'm really disappointed to hear this has been ongoing for you.

If you need to make any changes to your account, you're welcome to contact us directly so we can help with this.

If you would like to pay by card, we do also have a payment link you can use online.

This being said, I know how important it is to be able to manage your account online, as it also makes things much easier!

When you spoke with us last what advice did we give you? Did the team flag you were impacted online and through the app?

Did the team suggest to try and register for an online account using a different email address to see if this resolves the issue?

Linzi

Re: EE Website & App unable to log in

DP1993 — Thu, 19 Sep 2024 15:31:09 GMT

I haven't contacted anyone, nor original comment was acknowledged, the first time that I had seen someone else had the same issue was on the 12th. I have followed the same things that has been said and stated but nothing has worked.

Contact and Log in Email has been changed - same issue

App Cache cleared & redownloaded app - both same issues

Re: EE Website & App unable to log in

dddddddddddddd1 — Thu, 19 Sep 2024 15:44:26 GMT

Just to add to this and a couple of other posts I have made.

I'm due an upgrade (end of contract) - cannot check anything around this all I get is a blanks page.

I also checked to see if I could add another SIM to the account - blank page

The suggestion around an alternative email address is going to be a non starter for most people too.

I'm assuming EE might take notice when they see a large number of people migrating away due to the issues, until then - blame the device, user error etc. type excuses

Re: EE Website & App unable to log in

Leanne_T — Fri, 20 Sep 2024 10:59:39 GMT

Hi there @DP1993 @dddddddddddddd1

Thanks for coming back to us.

To get this looked into and make sure everything is set up for you correctly at our end, please call us on 150.

Our tech guides will run through some troubleshooting and raise a support ticket if needed to get your account issue resolved.

Leanne.