topic Re: stil unable to manage my device online or app in EE app and website

stil unable to manage my device online or app

rugbyfish — Tue, 03 Feb 2026 16:19:15 GMT

I have been unable to manage my device(s) online or the app i can login but I get" unable to get information" when selecting my devices, this has been going on for 3 months 3 calls to 150, it gets escalated then the incident gets closed a week later... i see other people have the same issue... im getting no where and being poorly treated... there is no accountability or escalation path that is working, how can you keep closing escalated issues.. I can't see my billing information. I think that has to be a breach of contract on he's part🤬🤬🤬🤬

Re: stil unable to manage my device online or app

Northerner — Tue, 03 Feb 2026 16:33:00 GMT

Hi @rugbyfish

If you have seen other people with the same issue you will have seen the suggestion you speak to EE and ask them to delete your online profile to allow you to register new again.

Thanks

Re: stil unable to manage my device online or app

Schockwave — Tue, 03 Feb 2026 16:34:28 GMT

@rugbyfish , if you are unable to login online or via the app, I would advise you to speak to customer service and press option 2 and ask them to do an account refresh, this usually works and you should then be able to register again.

Re: stil unable to manage my device online or app

rugbyfish — Thu, 05 Feb 2026 15:43:00 GMT

I can login online and the app but cannot see any billing or manage my devices...

Re: stil unable to manage my device online or app

Lesley_W — Thu, 05 Feb 2026 18:31:36 GMT

Hi @rugbyfish

Thanks for popping back to let us know you managed to get logged in.

Are you able to see any of your details at all when you log in?

Lesley

Re: stil unable to manage my device online or app

rugbyfish — Thu, 05 Feb 2026 18:46:36 GMT

I can see my profile but as said I can't get any of my device details manage devices days it's not working right now..

Re: stil unable to manage my device online or app

Lesley_W — Thu, 05 Feb 2026 18:52:42 GMT

How long have you been getting this error for @rugbyfish?

Lesley

Re: stil unable to manage my device online or app

rugbyfish — Thu, 05 Feb 2026 22:14:59 GMT

3 month's and I've phoned 3 times... I will phone again and ask for:-

A complaint reference number
- A written summary of the issue
- A clear timeline for resolution

then a deadlock letter before I will be writing to the ombudsman and requesting compensation, being unable to see my bills and manage my devices is s clear breach of contract.. 🤬

Re: stil unable to manage my device online or app

Lesley_W — Fri, 06 Feb 2026 13:06:32 GMT

Yes @rugbyfish, our team should open a complaint for you and escalate it if they cannot find a resolution.

You can see more about that here in our EE Complaints Code of Practice.

Lesley

Re: stil unable to manage my device online or app

rugbyfish — Mon, 09 Feb 2026 12:32:56 GMT

hi thanks for the reply, so can you please open a complaint accordingly and try and get this sorted out for me.. ?

Re: stil unable to manage my device online or app

Schockwave — Mon, 09 Feb 2026 13:46:26 GMT

@rugbyfish , you need to open a a complaint yourself, by clicking on the link @Lesley_W has given you.

Have you tried asking customer service to refresh your account? That usually works.

Re: stil unable to manage my device online or app

Elev1 — Sat, 14 Feb 2026 23:32:43 GMT

Hi there

iv been having the same issue I called today they done the account refresh so I could sign up again and still not showing up. It’s a right pain so it is. I’m hoping it’s sorted soon

Re: stil unable to manage my device online or app

Michael_D — Sun, 15 Feb 2026 14:09:33 GMT

Hi @Elev1

If you are still not able to get any further after the account was refreshed, I'd recommend getting back in touch with our tech guides so they can look into this further.

If you ask them to open a complaint, it will make sure there is a log on the account of the problem until it is resolved.

Michael

Re: stil unable to manage my device online or app

Kizeypip — Mon, 09 Mar 2026 10:06:38 GMT

Im having the same problem. Called twice now - the last person I spoke to said the account was saying my email address wasnt registered- ive been a customer for 13years! How could it not be registered... anyway reregistered it and it still doesnt work!

Re: stil unable to manage my device online or app

Chris_S — Mon, 09 Mar 2026 13:17:11 GMT

Hi @Kizeypip

Thanks for feeding back your experience. I can imagine it must be very frustrating for you.

Thank you for following the guide's advice; I'd recommend uninstalling and then reinstalling your app to see if that helps.

If that does not solve the issue, you'd need to give us a call so that one of our guides can get this investigated a bit further for you.

Chris S

Re: stil unable to manage my device online or app

Kizeypip — Mon, 09 Mar 2026 17:33:27 GMT

Tried that - also tried logging in on different devices and get the same error.

Ive called twice now and still stuck in the same position... surely someone should be calling me to resolve it!

Re: stil unable to manage my device online or app

Leanne_T — Tue, 10 Mar 2026 08:27:26 GMT

Morning @Kizeypip

If you have called twice and this has not been resolved, you can request to open a complaint over the phone on 150, or by using the Make a Complaint form. Once one of the team pick this up they will contact you to get the account looked into.

Thanks.

Leanne.

Re: stil unable to manage my device online or app

Elev1 — Tue, 10 Mar 2026 08:29:30 GMT

Iv done that few times and I txt saying its open then after the call i get
another saying its resolved.
Thanks

Re: stil unable to manage my device online or app

Leanne_T — Tue, 10 Mar 2026 08:45:34 GMT

Hi @Elev1

If a complaint has been closed, you can request to have this re-opened again by calling or using the online complaint form, at any point within 28 days. You can find full details of our complaints and escalation process here: EE Complaints Code of Practice.

Leanne.