topic Re: Cannot access plan details in EE app and website

Cannot access plan details

antbass — Fri, 21 Mar 2025 10:54:37 GMT

I joined EE approximately a month ago. I’ve changed my broadband and phone to them. I can login to my account but that’s it. “There’s a problem getting your broadband details” I have spoken to EE about this and they all say the same thing that it’s a system fault. I’ve uninstalled the app cleared my cache. Nothing is working and I need to see my account. Please help!

kind regards

Anthea

Re: Cannot access plan details

Christopher_G — Fri, 21 Mar 2025 13:10:45 GMT

Hi @antbass

Welcome to the community.

Do you get the same problem through the EE Online desktop site and the EE App?

Chris

Re: Cannot access plan details

antbass — Fri, 21 Mar 2025 13:11:55 GMT

Yes

Re: Cannot access plan details

Christopher_G — Fri, 21 Mar 2025 14:17:12 GMT

OK, thanks @antbass

It sounds like your account is registered correctly, but it could be an issue with it linking to your products. If it's an issue that our technical support team are aware of, they should be able to give you some information about what is causing it and sometimes a timescale for a fix.

Chris

Re: Cannot access plan details

Smurf2439 — Wed, 02 Jul 2025 22:29:45 GMT

I have thrveey same issue,,and its been over a year. I have rang several times and spoke to thr technical support team. They say they can't hrlp,without me giving them my broadband details,but I can't access them as I just get thr message its currently not working. I can't test my wifi speed or anything. Its so frustrating. Im tied to my contract for another year but will def not renew if I can not get the service I pay for.

Re: Cannot access plan details

Michael_D — Thu, 03 Jul 2025 08:47:08 GMT

Hi @Smurf2439

Thanks for coming to the community.

I know how important it is to be able to manage your account fully.

Do you have any of the emails from when your broadband account was first set up? They would show your account number, which is all the team should need.

If you don't have that available, if you give our broadband guides a call, they can bring up your account and get any details that are required to help to get your account linked fully.

Michael

Re: Cannot access plan details

MBEE — Thu, 03 Jul 2025 08:56:28 GMT

https://community.ee.co.uk/t5/EE-app-and-website/Website-error/td-p/1532803/page/2

Make a complaint here: https://business.ee.co.uk/help/make-a-complaint/

Re: Cannot access plan details

Smurf2439 — Thu, 03 Jul 2025 11:01:58 GMT

Thank you for your reply. Sadly I don't have access to the emails anymore. I have just rang them.agaon as my broadband isn't working. And the IT team will contact me .

Re: Cannot access plan details

Michael_D — Thu, 03 Jul 2025 13:07:48 GMT

Thanks for the update @Smurf2439. If it has been passed on it will be with the right team to get it linked for you. Please keep us posted with how it goes when you hear back from the team.

Michael