topic Re: unable to access my account Website/ app in EE app and website

unable to access my account Website/ app

agurung05 — Tue, 25 Mar 2025 15:13:23 GMT

Unable to access my account via app/website. Once i login it says unable to load your information. It has been 4 weeks now. EE technical team unable to help. All they said, raise a ticket and wait for 7 days to get it actioned.

This is very frustrating and i am at a point where i want to cancel my contract with EE but i still have until next year to complete my contract. This is unacceptable from the customer point where a customer has no freedom to look into theirs account when they want to. Why it is taking so long to resolve this?

Re: unable to access my account Website/ app

Christopher_G — Tue, 25 Mar 2025 17:33:28 GMT

Hi @agurung05

Welcome to the community.

I appreciate your patience with this. When an issue can't be diagnosed and fixed quickly when you're on the phone, it's raised to the next level of support so that they can look into what may be causing the problem and look to get it fixed as soon as possible. How long ago did they give you the seven day timescale?

Chris

Re: unable to access my account Website/ app

agurung05 — Tue, 25 Mar 2025 18:09:43 GMT

It was 7 days ago, and I didn't hear anything back from EE, therefore rang today again and then another ticket was raised and said to wait another 7 days!! Loosing my patience to be honest. Don't have any other choice too!!

Re: unable to access my account Website/ app

Christopher_G — Tue, 25 Mar 2025 18:36:49 GMT

OK, thanks @agurung05

Did they say if there was an update on the original ticket?

Chris

Re: unable to access my account Website/ app

agurung05 — Tue, 25 Mar 2025 18:48:48 GMT

No they didn't say anything regarding the previous ticket !!! That is the most frustrating part.

Re: unable to access my account Website/ app

Christopher_G — Tue, 25 Mar 2025 19:00:25 GMT

OK, thank you, @agurung05

Could you keep us updated here on what happens with this new ticket please? Hopefully they can get it sorted for you.

Chris

Re: unable to access my account Website/ app

haggisdave — Tue, 01 Apr 2025 01:40:41 GMT

Re: unable to access my account Website/ app

haggisdave — Tue, 01 Apr 2025 01:44:10 GMT

Yes I am having the same issues I am moving from but to EE cleared cache on both Google chrome and Safari on an iPad details come up for EE one or something like that and before I get a chance to look at details something has gone wrong. It’s **bleep**ing me off BT said I need to contact EE and I am thinking what is the point

Re: unable to access my account Website/ app

Alex_H — Tue, 01 Apr 2025 09:05:47 GMT

Hi @haggisdave,

Welcome to the EE Community

I am sorry you are having an issue accessing your online account since joining, I appreciate that will be frustrating. I know you mention speaking to BT but giving one of our EE guides a call will be best when you have the chance. They will be able to check your online account setup to fix any issues and if needed raise a ticket to help get this resolved.

Alex