topic App not loading in EE app and website

App not loading

Eliroseferg — Mon, 27 Oct 2025 13:39:17 GMT

I’m trying to view my latest bill but I log in to the app and it comes up with an error same when I am trying to sign on on the website. Is there a problem with EE at the moment?

Re: App not loading

Schockwave — Mon, 27 Oct 2025 14:31:50 GMT

@Eliroseferg , not sure why you are having problems logging into your account via the app and website, but I would suggest ringing customer service, pressing option 2 and speaking to one of the guides, who can do an account refresh, also try uninstalling the app, rebooting the device and reinstalling the app.

Re: App not loading

Matty-2024 — Mon, 27 Oct 2025 15:35:31 GMT

I am having the same problem for the last few months i have spoken to customer servive and they say we will pass it on to the right team then nothink happends i am really concerding getting out of my contract

Re: App not loading

Eliroseferg — Mon, 27 Oct 2025 17:40:06 GMT

Yeah I’ve called today at around 2 and was told I’d get a call back and I still haven’t it’s ridiculous. I can’t view or pay my bill without logging into the app or website🤦🏻‍♀️

Re: App not loading

Eliroseferg — Mon, 27 Oct 2025 17:42:23 GMT

I have done this, I phoned earlier today and was told I’d get a call back and I still haven’t. It’s a bit ridiculous, I’ve had multiple problems with EE now and it makes me want to switch providers.

viewing my bill shouldn’t be such a hassle.

Re: App not loading

Matty-2024 — Mon, 27 Oct 2025 19:45:21 GMT

Ee are a joke cant get on the app or website and all they say is we will get the team to have a look and i will get a eamil but never do

Re: App not loading

Schockwave — Tue, 28 Oct 2025 09:46:15 GMT

Have you all three asked for an account refresh? That does usually sort things out.

Re: App not loading

Eliroseferg — Wed, 29 Oct 2025 05:26:16 GMT

I’ve had enough of trying to get through to customer service to be told I will get a call back from tech support and not having a call at all. I can’t login to the app or the website, I’ve tried every step possible I can to fix it myself as calling EE has been useless, I’m getting really fed up now can anyone help me fix this problem please😭 it’s so frustrating I’ve called 150 multiple times and they just tell me I’ll get a call back🤦🏻‍♀️ I won’t be paying my bill on time if I can’t access the app. Pls again can someone help

Re: App not loading

Rach_H — Wed, 29 Oct 2025 10:12:48 GMT

Hi @Eliroseferg,

Welcome to the Community!

I'm so sorry to hear about the trouble you're having with the app, and that the team haven't been able to get this sorted when you've called previously.

This certainly isn't the service we aim to provide, so I'd recommend raising a complaint and the team will manage both this, and the issues you're having using the app.

Rach

Re: App not loading

howard23 — Fri, 26 Dec 2025 16:16:56 GMT

Has EE provided any solution to this on going problem ? I just asked for my email, then I get the spinning splash screen (Green circles and nothing happens)

EE app still not opening on new Android. Deleted and re installed a number of times.

Details below.

Galaxy A16 - model SM-A 166m?DS

EE App version 5.76.0 - Deleted and removed from phone. Phone hard cache deleted.

Only way to use app is on Laptop.

So app not working on my new mobile.

Please provide steps to fix.

Re: App not loading

Lesley_W — Sat, 27 Dec 2025 08:56:33 GMT

Hi @howard23

Thanks for coming to our community.

Have you reported this to our technical team yet? It sounds like something our team may need to raise a support ticket for.

Lesley