topic Re: online information in EE app and website

online information

hopscotch2 — Mon, 27 Jan 2025 15:09:38 GMT

Since I joined EE in April, I've not been able to access account information on either my mobile or laptop. Why?

Re: online information

dtfit — Mon, 27 Jan 2025 15:24:22 GMT

Let’s try that again. We couldn’t find any products using the mobile number

This has been going on since I took out the contract. Since day one I have not been able to associate my number. The money is happily coming out my account but I cannot see ANYTHING in the app or the website. I have tried customers services on a number of occasions and they keep saying MYEE is down for upgrade. Thats been going on for months ... Is there anything I can do?

EDIT - I just raised a complaint and it was closed immediately saying - thanks for your understanding

Re: online information

Northerner — Mon, 27 Jan 2025 15:27:47 GMT

Hi @dtfit

Call EE CS on 150 and ask them to delete your online profile. Then register again.

Thanks

Re: online information

dtfit — Mon, 27 Jan 2025 15:29:00 GMT

they did this previously - even asked me to create a new profile with a new email address. I now have three separate accounts - none of them work

Re: online information

Northerner — Mon, 27 Jan 2025 15:31:00 GMT

@dtfit

You need them all deleting.

Did you port your number over from another account

Thanks

Re: online information

Northerner — Mon, 27 Jan 2025 15:31:53 GMT

@hopscotch2

Can you not log into the EE app or website.

Thanks

Re: online information

dtfit — Mon, 27 Jan 2025 15:37:11 GMT

I can login fine - its when I try to associate my number to my account I get above error

Re: online information

dtfit — Mon, 27 Jan 2025 15:37:44 GMT

Sorry yes I did port my number

Re: online information

Leanne_T — Tue, 28 Jan 2025 10:47:31 GMT

Morning @dtfit

Thanks for coming to the community.

I am sorry you are unable to add your number to your account, I would suggest getting back in touch with our tech guides on 150 to get this fully investigated.

The team can run some troubleshooting and if needed raise a support ticket to get this sorted for you.

Thanks.

Leanne.

Re: online information

hopscotch2 — Wed, 29 Jan 2025 17:49:58 GMT

Thanks Leanne

I have already raised this issue with 150 on two occassions without result. I can log in but not access anything else. The message is that it is not my fault but your technical issues.

Re: online information

Leanne_T — Thu, 30 Jan 2025 08:14:29 GMT

Thanks for coming back to me @hopscotch2

When you last called, did the guide open a support ticket for the relevant team to get this investigated?

Speak soon 🙂

Leanne.

Re: online information

hopscotch2 — Thu, 30 Jan 2025 11:08:18 GMT

It is some time ago. I don't know what action they took.

Re: online information

Hightower1966 — Thu, 30 Jan 2025 11:42:38 GMT

Hi. I have been unable to access my account details for over 2 years. I have had multiple meetings from a range of polite helpful members of the support team where work codes have been raised and subsequently closed. With no end in sight. I am unable, due to policy, to have details emailed so each month I know roughly how much my bill will be for two phones and broadband. The service and coverage is great. I just wish everything wasn’t linked to an app and similar online log on to enable the issue to be resolved. I have been informed it is a recognised issue but surely the issue should have been resolved in 2 years

Re: online information

dtfit — Thu, 30 Jan 2025 11:49:22 GMT

Problem here is I keep doing that with the same results. Last time I was told they could not help me as the MYEE site for down for upgrades. When I explained its been months they just said its been down for months and closed the call. Customer service is a joke unfortunately and it takes an hour out of my life every time I try to resolve it.

My experience with EE so far is totally shocking and unacceptable. When I tried to log a complaint about it this was closed saying thanks for your complaint!

Re: online information

hopscotch2 — Thu, 30 Jan 2025 12:00:18 GMT

Well, I can only think voting with your feet at the end of the contract is
the only solution we can control.

Re: online information

Leanne_T — Thu, 30 Jan 2025 12:57:55 GMT

Hi @dtfit

I am sorry the complaints have been closed, to get this looked into and see why they were closed please try getting back in touch. The guides will have full account access and check everything for you.

You can also find complaints information on the Contact Us page.

Leanne.