topic Re: APP NOT Working and website givining errot in EE app and website

APP NOT Working and website givining errot

Vicsetter — Wed, 01 Jan 2025 21:00:27 GMT

Having received a message and email saying my EE bill was ready I tried to see the bill. The Android app opens with Account closed and clicking on bills takes me to help pages. The website just gives a 'something' gone wrong' error when I try to access bills and payments. This us not the first time I've had trouble.

Re: APP NOT Working and website givining errot

Alex_H — Thu, 02 Jan 2025 09:33:28 GMT

Hi @Vicsetter,

Welcome to the EE Community

If you are having an issue with your online account that is happening across both the app and website, I would recommend giving us a call on 150 so our team can take a look at your online account for any issues that need to be resolved.

Alex

Re: APP NOT Working and website givining errot

Vicsetter — Thu, 02 Jan 2025 16:10:47 GMT

Now its within working hours I phoned 150 and eventually survived the terrible lift music and got through to support in Ireland who thought it need to merge my account (sometimes they get unmerged ?) and put in a request to the back office team which might take 5 days to correct. strange that when I phone up it told me what my amount owing is. It seems to all stem from when they transferred my BT account to an EE account. It may be a coincidence but I've just started getting rejected loggin into by BT email so that has gone.

Re: APP NOT Working and website givining errot

Vicsetter — Sun, 02 Mar 2025 12:39:22 GMT

Eventually personally raised this as a complaint. After a couple of calls from rebekka was told they were working on a solution which would be rolled out on 25th Feb. Needless to say nothing has happened, I still cannot see any bills on line, both the app and the website give errors.

Re: APP NOT Working and website givining errot

Peter_W — Sun, 02 Mar 2025 16:00:08 GMT

Hi again @Vicsetter, thanks for the update here.

Since the 25th have you had a chance to try reinstalling the app to see if this allows the fix you were told about to take effect?

Peter

Re: APP NOT Working and website givining errot

Vicsetter — Sun, 02 Mar 2025 19:13:26 GMT

There has been no updated app or website and it still doesn't work. Is it not illegal to charge vat and not provide a receipt?

Re: APP NOT Working and website givining errot

Dis88 — Mon, 03 Mar 2025 10:10:00 GMT

Having same issues. Cannot login to App or online via phone or laptop. Been over 2 weeks, but looking at EE forum this issue has been going on for over a year. It is an Ofcom regulation to provide customers access to billing. Rang 150 to get fobbed off and saying there is no solution. App has been uninstalled / reinstalled and password changed. Still no access. Error message on app is 'sorry there seems to be a problem.... sorry we're having a little difficulty right now.

Can EE give a truthful answer of when this issue will be fixed or does it need reporting to Ofcom????

Re: APP NOT Working and website givining errot

Christopher_G — Mon, 03 Mar 2025 10:27:33 GMT

Hi @Vicsetter and @Dis88

If you're not able to view your bills through the app or the EE Online desktop site, I suggest continuing to discuss this with our Customer Support team for an update. If you need a copy of the bill whilst it's being looked into, they'll be able to organise to send you one.

Chris

Re: APP NOT Working and website givining errot

Vicsetter — Sat, 12 Apr 2025 10:36:07 GMT

Now have access to my broadband account via the app, however I still cannot link my mobile account. Have been sent a letter from EE saying to contact the Ombudsman if I am not happy. I am really not interested in more faff with someone else, as long as I get my bills posted for free (thats another story), and wait for the end of this contract.

Re: APP NOT Working and website givining errot

Vicsetter — Wed, 23 Apr 2025 12:00:00 GMT

Further referal of this problem from Executive Complaints team on Saturday 19th. Letter from EE about using the Ombudsman. As this fiasco is still continuing I have referred it to the Obmbudsman and the case has been accepted, shall let you know what happens.