topic Re: Unable to login and access info on EE app in EE app and website

Unable to login and access info on EE app

Triedw — Fri, 06 Jun 2025 06:13:04 GMT

For weeks now I’ve been unable to login to the EE app, have tried all the recommendations and just get to the ‘Sorry, there seems to be a problem’ page every time. I’ve called EE and they weren’t able to help, suggesting it’s a known issue they are investigating, but it’s been weeks without being able to access - such a poor experience, especially considering EE are always banging on about how connected they are.

Re: Unable to login and access info on EE app

Peter_W — Fri, 06 Jun 2025 09:50:20 GMT

Good morning @Triedw.

Thanks for reaching out to us here on the Community!

Sometimes if you're affected by an issue with logging in and a number of customers are affected, this can take a bit of time to investigate and identify the pattern of what's causing the issue.

We'll definitely be working towards getting things sorted, but if you're looking for an update I'd recommend getting back in touch with our team so they can check over things.

In the meantime it's also worth taking a look and see if you're able to log into the browser version of your account too.

Peter

Re: Unable to login and access info on EE app

Lequimper — Wed, 11 Jun 2025 08:07:27 GMT

I have had the same problem - not possible to access either my bills or subscription sections. It’s been over a year. What to do please?

Re: Unable to login and access info on EE app

Ali_A — Wed, 11 Jun 2025 10:49:19 GMT

Hi @Lequimper

I understand how important it can be to have access to your bills.

Please give our Customer Service team a call, who'll be able to issue copy bills for any of the months you need for your records.

Ali

Re: Unable to login and access info on EE app

ViciousPlankton — Thu, 12 Jun 2025 14:53:44 GMT

Hi

I have the same problem I get message:
We can't load this right now. There's a problem getting the information to you. Try again or get in touch if it's urgent.

I've had the same problem for over a month. I've called customer service twice, but they literally told me there was nothing they could do. They said they didn't even know how contact someone who could help!

@Ali_A Please take this seriously, customer service are not helping.

Re: Unable to login and access info on EE app

Alex_H — Thu, 12 Jun 2025 17:25:54 GMT

Hi @ViciousPlankton,

Welcome to the EE Community

I am sorry to hear that you are having an issue accessing the EE app and have been unable to get it resolved.

Did you have access to the app before this issue started over a month ago and then it just stopped? Or have you not been able to access the app before?

Are you able to login to the EE website ok or do you get a login error there also?

Was it our technical team you spoke to? As the correct escalation process for an issue like this, if they are unable to solve it themselves, would be to open a ticket for your account so that it can be investigated further. Or if there is a known issue, adding your account to that issue so that once we have a fix your account will be fixed along side it.

Alex

Re: Unable to login and access info on EE app

ViciousPlankton — Thu, 12 Jun 2025 17:38:45 GMT

@Alex_H
I’ve been an EE customer for years and used the app for years. I hadn’t tried the app for a while until about a month ago when I got a new phone.

the website and the app say the same error

i think I selected the right option to talk to technical support but maybe not? Who I was talking to didn’t suggest putting me through to anyone else, they just said that for the error I was seeing there was literally nothing they could do.

I think I am logging in successfully but I’m not able to see any account details.

Re: Unable to login and access info on EE app

Alex_H — Thu, 12 Jun 2025 17:58:14 GMT

@ViciousPlankton Is it just an error page with no options you get when you login? As if you think you can login but are not seeing your account, if you login to the website and are able to select the profile button in the top right you can follow the link a product button on that page to try and link your account if that is the issue.

With you mentioning it started since the new phone, are you testing both the app and website on the same device? Do you have any other devices to test logging in on, just to rule out any issues there?

It is worth trying that, though if it is happening across both app and website it does suggest the account itself may be causing the issue. I am sorry you were left with no follow up on your call, in some cases like this they may not be able to solve it on the call itself but there are processes as I say that should be followed to make sure it is investigated further.

We have no account access through this forum to help directly, but if you are unable to get it resolved when calling 150, you can submit a form to our complaints team who will take ownership to make sure you get the right help with your account.

Alex

Re: Unable to login and access info on EE app

RMCW — Thu, 12 Jun 2025 18:10:14 GMT

I’m having the same problem. Just wanted to do a simple upgrade but think I’m going to go elsewhere as this has been the case for weeks

Re: Unable to login and access info on EE app

ViciousPlankton — Thu, 12 Jun 2025 18:59:38 GMT

App and website are the same. I’ve tried it on 2 PCs as well as my phone.

i get the error when I click on the profile button

i will try the complaint form

Re: Unable to login and access info on EE app

RMCW — Fri, 13 Jun 2025 06:41:50 GMT

Yes, I’ve tried it via the app and website and on different devices but it’s the same

Re: Unable to login and access info on EE app

Leanne_T — Fri, 13 Jun 2025 10:06:53 GMT

Hi @ViciousPlankton @RMCW

Thank you both for coming back to us.

We would need to get the EE account looked into, to see why this error is showing and what is needed to get this resolved. To to do this, please get in touch with our tech guides and they can check everything at our end for you both.

Thanks.

Leanne.

Re: Unable to login and access info on EE app

Scottchapman928 — Thu, 03 Jul 2025 12:19:22 GMT

I always find caceling direct debit works. U soon get calls emails

Re: Unable to login and access info on EE app

andy443 — Wed, 27 Aug 2025 17:54:26 GMT

Hi for weeks and weeks I've been on the phone as unable to access my account or app . I've been passed from level one to upper level operatives after many many calls was told the problem is ongoing in other words your operatives can't fix . I'm really at the stage now im changing net work . Due to the fact I cannot manage my contract ect never knowing my usage or data left ect .... totally fed up as just not getting anywhere... total bad 👎

Re: Unable to login and access info on EE app

stogjol — Thu, 18 Dec 2025 09:10:03 GMT

this all sounds very familiar
app login loops at "enter a PIN" back to either login or error
browser login works but the 'manage; link doesn't

only way i could see my bill was to to use the TV link where it has a 'billing' link https://ee.co.uk/billing-payments/broadband/your-bills and that only works in safari

Re: Unable to login and access info on EE app

stogjol — Thu, 18 Dec 2025 09:20:15 GMT

basically on the browser once logged in- the 'manage' link isn't completing (https://ee.co.uk/manage)
and the app can't complete further than asking for a PIN

this needs sorting