topic Re: Re: This service isn’t working right now in EE app and website

Re: This service isn’t working right now

Piotr_55 — Sun, 14 Sep 2025 08:52:09 GMT

This service isn't working right now seems to be a bug in the system. I mean, I cant get to see anything on the portal if I want to manage my services. I have a mobile service and consider adding broadband, but it seems impossible to check. This message seems to pop up at random on the website. Seems to be poor website construct.

Re: Re: This service isn’t working right now

Michael_D — Sun, 14 Sep 2025 10:54:06 GMT

Hi @Piotr_55

Welcome to the community.

I know how important it is to be able to manage your account online, and the frustration when you see errors.

Do you see the same thing happen in the EE app and the website?

Have you been able to try clearing the cookies and cache and try a different browser or device?

This is just to see if it is possibly something at account level that needs to be looked at.

Michael

Re: Re: This service isn’t working right now

Glineos — Thu, 22 Jan 2026 13:31:41 GMT

EE is a disgrace when it comes to it's customer account function on both the site and app. It's impossible to access services. This same issue seems to have been going on for years and EE are not doing anything about it. It's a joke and a disgusting service. I can't even change my parental control as the same error message appears in my online account.

Read the EE app reviews dating back years before switching your services to EE. Don't switch is my advise.

Re: Re: This service isn’t working right now

Christopher_G — Thu, 22 Jan 2026 17:47:33 GMT

Hi @Glineos

Welcome to the community.

If you're having the same issue through both the app and EE Online site, I recommend speaking with our customer support team, so they can run through some troubleshooting and raise a ticket against your account, if needed.

Chris

Re: Re: This service isn’t working right now

Glineos — Thu, 22 Jan 2026 22:45:34 GMT

Oh I didn't think of contacting the support team. Obviously I have and they just keep saying ring back in a few days. Tickets have already been created and nothing happens.

This is not a new or uncommon problem. The reviews on the EE app date back to 2018, it's disgusting, by thousands of different customers. I can't access my parental controls, bills, usage and so on. I can't set a direct debit up online, yet EE will charge me a late payment fee (I'm not doing it over the phone), I can't do anything. It's disgusting.

It's funny how all the functions work on the EE site for purchasing things, once purchased you can't gain access to see usage/bills etc.

DO NOT SWITCH TO EE.

[Mod edit: Removed name-calling. We understand your frustration with this long-standing issue. Your complaint about the service is completely valid and on-topic.]

Re: Re: This service isn’t working right now

Glineos — Fri, 23 Jan 2026 11:06:47 GMT

@Christopher_G

So what are EE doing about this near decade long issue?

It's disgusting.

Re: Re: This service isn’t working right now

Christopher_G — Fri, 23 Jan 2026 12:15:36 GMT

The error message 'This service isn't working right now' is a generic message when the site is having issues and not linked to a specific problem, @Glineos.

My suggestion to speak with the customer support team to raise a ticket is so that they can raise a ticket of investigation to try and find out specifically why you're having problems accessing the website.

As you've already done that and aren't happy with how that is progressing, you can make a complaint here. That way, a dedicated team will look into it and contact you directly to discuss it.

Thank you.

Chris

Re: Re: This service isn’t working right now

Glineos — Fri, 23 Jan 2026 14:19:24 GMT

@Christopher_G I see what you are doing. You are trying to make me feel like this is a problem that only I am having when you know 100% it's just a disgusting service.

This issue is not a one off, people have been complaining for over 10 years about this very same issue, so please do not treat me as stupid.

As for raising a ticket, how many 1000's of customers/victims have raised a ticket over the last 10 years? And what has been done? The answer is nothing has been done.

To add to this, my time is precious and I have wasted hours trying to get someone at EE to fix this issue, I will be sending a bill to EE for my time spent corresponding, customers should not have to do this, the simple function should work. I charge £50 per hour and the invoice will be sent to EE for my time.

Re: Re: This service isn’t working right now

Christopher_G — Fri, 23 Jan 2026 14:29:22 GMT

I understand your frustration, @Glineos.

This is a peer-to-peer online forum, we don't have access to customer accounts here. I posted the link to the complaints form, for you to get in touch with a dedicated team who can discuss and look into this for you, to try and help you get access to your account and log a complaint against it according to our Complaints Code of Practice.

Hopefully, they can help you further.

Chris

Re: Re: This service isn’t working right now

Glineos — Fri, 23 Jan 2026 16:05:39 GMT

Yeah pass the buck. Just like the support team do. Disgusting company.

Re: Re: This service isn’t working right now

Glineos — Mon, 02 Feb 2026 20:55:14 GMT

Off topic but does your EE app and the website work properly for you. I keep getting error messages since I switched from BT to EE a few weeks back.

Re: Re: This service isn’t working right now

Glineos — Mon, 02 Feb 2026 20:56:59 GMT

So it's been nearly 10 days since I took this advise and made a complaint. Guess what, I have not heard back and the EE app and website still isn't working. Jokers you lot. Absolutely disgusting company.

Re: Re: This service isn’t working right now

Linzi_H — Tue, 03 Feb 2026 08:45:24 GMT

Hi @Glineos

If you've used the complaints webform as suggested above, the team will have received this and be in touch as quickly as they can. If you'd like an update though, please call us, and the team can double check this for you.

Linzi

Re: Re: This service isn’t working right now

Glineos — Tue, 03 Feb 2026 18:18:35 GMT

Just **bleep** off with your copy and paste replies (as a company).

Yeah lets waste more time talking pointlessly to someone on the phone. Everyone I speak to either on here or on the phone just give copy and paste replies/answers. None of which is positive. EE are a **bleep**ing joke.