topic Re: Cannot access account in EE app and website

Cannot access account

Angela159 — Thu, 03 Apr 2025 10:11:36 GMT

I have been unable to access my account through the app and website since before Christmas, despite speaking to customer service twice already . I can’t check my bill, or pay it through the app and website - it says an error has occurred.

I have tried uninstalling the app, clearing cache, resetting the password the lot.

Please can someone help.

Very unhappy customer

Re: Cannot access account

mkcomputing — Thu, 03 Apr 2025 11:53:53 GMT

Can you clarify? You said:

@Angela159 wrote:
I can’t check my bill, or pay it through the app and website - it says an error has occurred.

It may seem nit picky but you you mean through the app or website?

I ask because I had an app failure that lasted for many months, but I could get into my account via the website.

The system is slow and clunky, but for me it works in the end. It may take several attempts.

Also see if a different browser works.

@Angela159 wrote:
Please can someone help.
Very unhappy customer

There are many dozens of messages like yours. They appear daily.

The system has been bust for months. No one at EE will own up to the issue, let alone fix it. You can get sent around in circles.

Sadly, there doesn't seem to be any way to use this community to get anything done. I did get my issue forwarded to someone higher up the food chain, but since then I have seen numerous accounts of that route going nowhere. The ever helpful community team may have just given up.

Re: Cannot access account

Angela159 — Tue, 08 Apr 2025 08:12:23 GMT

I have not been able to log in since Christmas and have contacted 150 a few times with no joy, tried everything that's been suggested. I am unable to view mine and my son's bills etc. VERY unhappy customer!

Re: Cannot access account

Angela159 — Tue, 08 Apr 2025 08:15:08 GMT

I can not log in to the app AND Website to view my bills etc unfortunately.

Re: Cannot access account

Linzi_H — Tue, 08 Apr 2025 08:30:01 GMT

Hi @Angela159

I'm disappointed to hear that our team hasn't been able to get this resolved for you yet. I know how eager you'll be to manage all of your services online.

Are you getting these errors at the log in stage?
Or can you log into the app and main online account OK, but unable to access the bills?
What has the team advised for the next steps to get this sorted out?

Speak soon,
Linzi