topic Re: Unable to load right now in EE app and website

Unable to load right now

Ashley144 — Wed, 23 Oct 2024 20:41:01 GMT

Hi all when I try to login to my ee app it logs me straight back out, and also when I log in to the EE website and click on my profile it just says “we can’t load this right now” and I can’t access my account to check my bills etc….

id appreciate any help 🙂

Re: Unable to load right now

Michael_D — Thu, 24 Oct 2024 09:26:38 GMT

Hi @Ashley144

Thanks for coming to the community.

I know how important it is to be able to check your bills and manage your account online.

Have you tried to delete the app and install it again to see if lets you login?

On the website, can you try to clear the cookies and cache from your browser, and if that doesn't help, see if you can login using a different browser or device?

Let me know how you get on.

Michael

Re: Unable to load right now

mkcomputing — Thu, 24 Oct 2024 10:16:15 GMT

@Michael_D wrote:
Have you tried to delete the app and install it again to see if lets you login?
On the website, can you try to clear the cookies and cache from your browser, and if that doesn't help, see if you can login using a different browser or device?

As I'm sure you are aware, dozens of people have tried those suggestions. They have got them nowhere.

I have tried several different Android devices, a couple of PCs, and three or four different browsers. The end result is always the same.

The next step is often a private message giving EE contact details. I did that last weekend. Silence so far.

New messages with the same issue turn up here daily. So the obvious conclusion is that something is bust at the EE.

Re: Unable to load right now

happycustomer — Sun, 03 Nov 2024 21:12:37 GMT

Ah I thought this might just me but I'm getting the same, went to login to check my account and just says that same error, same on multiple devices and phone app

unable to login

Re: Unable to load right now

happycustomer — Sun, 03 Nov 2024 21:14:16 GMT

Just after this trying to access the EE site and i'm getting the word BLOCKED both on my phone and desktop now.

Re: Unable to load right now

mkcomputing — Sun, 03 Nov 2024 22:09:09 GMT

Same as my previous experience.

After a few days of following the previous saga, and with no explanation of what had happened, my access returned.

What I did was to supply these details:

Mobile Number:
Error Seen:
Account number if available:
EE ID E-mail address:

to one of EE's minders.

It took a few days. But, as I said, after weeks of being blocked I can now get back in with a browser and the app.

Sadly, EE provides no explantion as to why I was froxzen out and then got back in, so I can't add much more. It clearly had nothing to do with the boilerplate "try this" suggestions in the scripts they read from.

Re: Unable to load right now

Rach_H — Mon, 04 Nov 2024 11:46:30 GMT

Hi @happycustomer,

Welcome to the Community!

We don't want you to have any issues logging into your account, and if you've already tried all the troubleshooting above, I've popped you through a Private Message, and if you could respond with some further details, that would be great.

Rach

Re: Unable to load right now

happycustomer — Sun, 10 Nov 2024 12:46:05 GMT

Hi, just curious was it weeks or days? I'm still unable to load my account , only curious as I was hoping to switch my mobile back to EE but I'm being a bit put off now. Well that and I'm actually unable to buy a contract anyway

Re: Unable to load right now

mkcomputing — Fri, 31 Jan 2025 15:17:24 GMT

@happycustomer wrote:
Hi, just curious was it weeks or days?

In my case, I lost access from my Android app to my EE accounts for some time, probably months before I tried to address the issue.

When I finally caught an EE minder's attention, they very helpfully passed my details on to one of the official EE team. They asked for the coordinates of my account (see above). It then took a few days before I regained control.

Read around here and you will find dozens of accounts of people who get frozen out. They try the usual EE suggestions, calling 150 etc, but they get them nowhere.

There's clearly a serious and long running issue somewhere, and yet we still get those boilperlate responses. No acknowledgement that there is a systemic problem.

I have also been thinking of witching my broadband account from the overpriced BT to EE, but even though they are supposed to be one company everything I read here is a deterrent.

Re: Unable to load right now

happycustomer — Mon, 26 May 2025 20:16:19 GMT

Well thought I'd reply to this old thread since I still have trouble with my account.

I think I've all but given up and will probably just switch when my contract runs out, so I can log in now, but anytime I go to try and manage the broadband I just get an error and to phone up. I mean I don't currently need to change anything but at some point I'll be looking to either renew or leave, if I need to phone someone for something I've been able to do online for the last 15 years I think its just going to be time to switch.

Again, the actual service provided has been brilliant, I also gave up moving to EE for mobile due to experiences with support on these account issues, I gave up trying to phone I never seemed to get through to anyone. Its a shame as BT has been brilliant for I think the decade I was with them. Maybe everything will be better in another 12 months for when the contract is nearing the end! Here's hoping.

Re: Unable to load right now

Leanne_T — Tue, 27 May 2025 08:11:20 GMT

Morning @happycustomer

Thank you for coming back to us and I am sorry this is not resolved for you.

Have you previously reported the error message to our tech guides and had this fully investigated?

Thanks 🙂

Leanne.

Re: Unable to load right now

bluesonic — Tue, 17 Jun 2025 13:44:18 GMT

I'm having the same issue. Can you advise on how I can report the error message? I've already called several times and they've been no help

Re: Unable to load right now

Leanne_T — Tue, 17 Jun 2025 15:05:10 GMT

Hi there @bluesonic

Thanks for posting.

Do you get the same error message if you log into your EE account online?

How long ago did you speak to our tech guides to report the error message?

Leanne.

Re: Unable to load right now

bluesonic — Fri, 20 Jun 2025 12:39:02 GMT

Hi @Leanne_T,

These are the error messages I get when both logging in online and logging in via the app. Online, I have tried multiple devices and cleared my cache and am presented with the same screens. On the app I have reinstalled and face the same response.

These issues began when I got my new phone in early May. I first contacted ee via the phone numbers in the error messages in late May, and continued to contact during early June. Each time I was told that either there was nothing they could do or "it's an ongoing issue we're trying to fix", therefore I stopped calling perhaps two weeks ago.

Re: Unable to load right now

Debbie_G — Fri, 20 Jun 2025 15:18:02 GMT

Thanks for getting back to us @bluesonic.

I'm sorry to hear that you've been having trouble getting this sorted out.

I recommend getting back in touch with the technical team to inform them that you're still experiencing the issue, both online and through the app. They will be able to investigate further.

If this still can't be resolved, the team can escalate this and raise a ticket.

Debbie