topic Re: Unable to access my business account online / app in EE app and website

Unable to access my business account online / app

adriandobbs — Tue, 30 Apr 2024 11:55:56 GMT

Since the beginning of December 2023, I have been unable to access my EE business account either on line or through the App. I have made several telephone calls to the EE helpdesk and have been advised there is a technical problem but it would be up and running within a few days.

As of 30th April 2024 I am still unable to access my account online / App.
Please advise when I can view my account online to manage my account and keep an eye on the spend?

Re: Unable to access my business account online / app

Christopher_G — Tue, 30 Apr 2024 13:51:01 GMT

Hi @adriandobbs

Welcome to the community.

I'm sorry to hear that you're having problems accessing your account. I recommend continuing to speak with our business support team so they can check the status for you.

Chris

Re: Unable to access my business account online / app

adriandobbs — Thu, 09 May 2024 09:41:41 GMT

2 phone calls later and still no solution. Sine beginning of December 2023 I have been unable to access my business account. Something is seriously up with the EE I.T team if they cannot sort this out

Re: Unable to access my business account online / app

Leanne_T — Thu, 09 May 2024 11:44:13 GMT

Hi @adriandobbs

I am very sorry to hear this, our technical support team will be working to get this resolved for you.

If you would like to discuss your billing options please give us another call on 150.

Leanne.

Re: Unable to access my business account online / app

click71 — Sun, 09 Jun 2024 06:00:13 GMT

I have had the same issue accessing my business account and it is still ongoing. It is embarrassing. I've been with EE for years, but I'd leave like a shot now if I wasn't in contract. Every month since I have had to phone and have my bill emailed. Then two months ago, they can't do that any more and have to post me a bill. The cheek is, they now charge me an extra £4 paper bill charge!

I am counting down the months to leaving this once brilliant service. Six months for 'an IT glitch' that doesn't seem to be getting addressed is not really the kind of supplier I need.

Re: Unable to access my business account online / app

MollyMalone — Thu, 08 Aug 2024 11:29:43 GMT

Ive not been able to access my account for over 8 months , I have been told there is an ongoing issue with myee that they have not time set to be able to resolve,

Re: Unable to access my business account online / app

Ali_A — Thu, 08 Aug 2024 13:55:48 GMT

Thanks for joining us on Community @MollyMalone

I am very sorry to hear of this. Have you spoken to the technical support team to investigate and raise a ticket for you?

In the mean time If you would like to discuss your billing options please give us a call on 150 or you can also contact them via WhatsApp and then click 'Get in touch on WhatsApp' at the top.

Alternatively you can contact the team via Live Chat. Just click the "Live Chat" pop up.

Ali

Re: Unable to access my business account online / app

click71 — Thu, 08 Aug 2024 13:58:44 GMT

Have you even read any of the comments above before posting your generic reply? This must be affecting thousands if your customers, and it's not getting sorted. As soon as my contract is up, I will be off. It's offensive how little your organisation cares about a resolution for your 'customers'.

Re: Unable to access my business account online / app

MollyMalone — Fri, 09 Aug 2024 16:16:19 GMT

On multiple times but they are unable to resolve

Kind Regards
Jan

M: **************
T: ************
E: ***************

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Unable to access my business account online / app

cgfedup — Tue, 03 Sep 2024 12:01:06 GMT

Yep, this has been affecting my business also. Unable to login to app or website since October 2023 so am having to call them every month for updates and request copies of my invoices to be emailed out to me. Keep being told its a known fault affecting thousands of customers. No fault reference or updates to fault provided. Been with EE for years but out of contract in March then that's another business account they will be losing as I'm sick of it! EE please provide meaningful updates as you've a lot of unhappy customers!

Re: Unable to access my business account online / app

nickrowntree — Thu, 19 Sep 2024 10:02:32 GMT

This has also affected our business. We've not been able to sign in via the web or their app for over 6 months as it constantly gets stuck in a sign in loop.

Our company provides managed IT services. If our customers were unable to access their data for over 6 months via a system we provided and supported we wouldn't have any customers left.

We've had 2 separate conversations with EE support and we've been fobbed off each time. The latest response today was "there is no particular time given for a resolution as our team is working on it. I know it has been difficult within the MYEE but as of now that is the resolution I have".

That's not a resolution. It's an excuse. I will recommend our company leaves EE as soon as we are out of contract. Shocking customer service and IT systems.

Re: Unable to access my business account online / app

concerneduser — Fri, 15 Nov 2024 07:19:50 GMT

November 15 2024 and it’s happening to me too

Re: Unable to access my business account online / app

DApolar — Thu, 21 Nov 2024 10:55:24 GMT

I have been having the same issue and have to call every month to obtain an invoice, which is a pain. I don't know why they don't just turn every business account to paper invoices until they resolve the issue. I don't actually have a mobile phone with EE I'm in the accounts department and just need an invoice. In the past they have been good at confirming who i am through an email but today apparently they can only send a confirmation code through to a mobile. All our mobiles are out on the road so its not easy to get a code sent, id have to call round to see who was free before then being able to then get the code sent. How can a company offer a business service but not actually make obtaining invoices easy. Ive now been in a queue for an hour waiting for an agent.

Re: Unable to access my business account online / app

CandoohMedia — Thu, 09 Jan 2025 18:29:02 GMT

I have been with EE personally since they were Orange, and have no issues getting on the EE App.

I have tried to register and link my business mobiles to the EE business App so many times, but keep being told 'We're having trouble linking your products' or 'We cannot find an account using that mobile number'

Everything is registered and the account is set up. EE can post me out my monthly bills and charge me, even though I have requested multiple times to only email them!

So frustrating, but looks like I am not alone!

EE, PLEASE sort this out ASAP and provide your customers with the service we should be receiving!

Re: Unable to access my business account online / app

click71 — Fri, 10 Jan 2025 11:13:16 GMT

As an update to anyone in this group. My portal has suddenly started working yesterday and I now have access both online and through the app. Might be worth trying.

Re: Unable to access my business account online / app

adriandobbs — Fri, 10 Jan 2025 11:21:55 GMT

Still not working for me. Have not been able to access my business account on line or through the app since December 2023. I have requested my invoices though email but these have been sent through the post at a cost of £4.00 each. Every month I have to ring and request a credit for the £4.00. My contract with 6 mobile phone numbers comes to an end in March with EE and I will not be renewing my contract with them. No one at EE can tell me why I cannot access my account on line or through the app - I keep being told they are working on it... for 13 months...!! what a joke

Re: Unable to access my business account online / app

click71 — Fri, 10 Jan 2025 11:27:09 GMT

That's a shame. Perhaps it is rolling out. I am in a similar boat though with my contract ending in March and will be jumping ship to THREE after 15 years with EE. Much cheaper as well so every cloud!

Re: Unable to access my business account online / app

DApolar — Tue, 14 Jan 2025 09:00:34 GMT

Still no joy my end either 😞

Re: Unable to access my business account online / app

osbornerep — Wed, 19 Feb 2025 07:21:08 GMT

I rang them Yesterday with the same problem. To be told its an on going global issue and they are trying work around. 5 months I've not been able to get to my online account.

I will give them another month, then I will see if its possible to cancel me account.

Re: Unable to access my business account online / app

willtdf1 — Thu, 27 Mar 2025 10:25:14 GMT

I've been experiencing ongoing issues since switching my personal account to a business one back in December.

Despite having an account, I can't access my details, and my mobile number isn't listed. Bills are still being paid, yet I can't get a record of those payments.

After repeated failed attempts to get support constantly being placed on hold I gave up trying to contact them.

Yesterday, I tried to activate a Roaming Pass via text, as I used to with my personal account. The response I received listed pricing different from what's on their website. I reached out to support and was told I needed to upgrade my plan for some odd reason, only to be transferred to another department that couldn't verify my details or could they send a text passcode due to system errors. I was then passed back to customer service, who told me my account was a personal account and they could now not retrieve my details, despite email confirmation that it's a business account. This went on for a while which they wanted to pass me to another department.

I assumed the Business team would be as efficient if not more efficient than the Personal accounts but its like they've hired the most incompetent CS and IT staff around.

After over 20 years with EE in some form, I've now decided it's time to switch providers.