topic Re: Months-Old Technical Fault - Ticket Closed Without Resolution in EE app and website

Months-Old Technical Fault - Ticket Closed Without Resolution

Fdxf — Sat, 07 Feb 2026 23:33:17 GMT

Does that work? They refused to do that for me.

[Mod edit: title added]

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Fdxf — Sat, 07 Feb 2026 14:13:40 GMT

This doesn't work. I called customer service to get my account refreshed, they refused and said tech support said that wouldn't work. Told me to wait until it was fixed for everybody - that was a month ago.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Fdxf — Sat, 07 Feb 2026 14:17:05 GMT

When are EE going to say something about this fault... its been months now with no resolution.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Fdxf — Sat, 07 Feb 2026 14:24:48 GMT

I too have submitted a complaint. This has been going on for a while and my ticket was closed on 10 January with no resolution.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Fdxf — Sat, 07 Feb 2026 14:26:08 GMT

I tried that and they refused to do it, said that tech team said it wouldn't work.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

XRaySpeX — Sat, 07 Feb 2026 17:52:06 GMT

@Fdxf : Does what work?

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Stinson108 — Sun, 08 Feb 2026 08:07:37 GMT

It's been two weeks now since the complaints team contacted me and tried the creating new account "workaround" which failed and said tech dept. would have to sort it out and that complaint would be left open. I've heard nothing since. Time to contact them again. Be interested to see if complaint IS still open. I feel a letter to Martin Lewis coming on.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Stinson108 — Sun, 08 Feb 2026 08:13:05 GMT

Judging by the number of people commenting on this (myself included) and the length of time it has been going on, it looks like this is just being brushed under the carpet! I've contacted support and complaints dept. and "you'll have to wait for tech dept. to sort problem out" is starting to wear thin now.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Fdxf — Sun, 08 Feb 2026 12:15:51 GMT

The complains team contacted me yesterday and the "delete account and recreate" did work for me.

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Stinson108 — Mon, 09 Feb 2026 17:42:08 GMT

Further to my last post on this yesterday, I was just about to call to check on my open complaint and thought I'd better just check if I still had the problems and... for the first time in months it appears to be working!!!

I've had no message from the complaints team nor the tech team but I can now at last check my usage etc. Just hope it's a permanent fix 🤞

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Stinson108 — Mon, 09 Feb 2026 17:44:56 GMT

I've had no message from the complaints team nor the tech team but I can now at last check my usage etc. Just hope it's a permanent fix 🤞

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Christopher_G — Tue, 10 Feb 2026 08:19:44 GMT

That's good news. Thanks for coming back to let us know, @Stinson108.

The complaint should still be open, even if the technical issue is resolved for you. Hopefully, you'll get an update on that soon.

Chris

Re: Months-Old Technical Fault - Ticket Closed Without Resolution

Peter_W — Tue, 10 Feb 2026 14:39:48 GMT

Thanks for the update here, @Fdxf.

I'm glad to hear that you've noticed an improvement here, and chances are there have been some updates in the background.

It seems odd that you haven't received any updates from our complaints or technical team, though.

If the fault ticket or complaint are still open we would definitely expect you to hear something before this is closed, but please keep us posted on how things go.

Peter