topic Re: Account info missing in EE app and website

Account info missing

Melbury1 — Sat, 15 Aug 2026 06:50:46 GMT

When I checked app yesterday I noticed that there were no details of my broadband or TV. Missing when I log into browser. The only service showing is my SIM.

I spent ages spray with a guide . All good at his end. Reset everything and told it might take 12 hours. Still mit this morning

Re: Account info missing

Debbie_G — Sat, 15 Aug 2026 09:27:02 GMT

Hi @Melbury1.

Thanks for coming to the EE community.

Sorry to hear your broadband and TV services are still not showing in your EE app or online account after the steps you've already taken.

As you're still having trouble with this, please get back in touch with our technical team so they can look into this further and, if needed, escalate it for further investigation.

Debbie

Re: Account info missing

Melbury1 — Sat, 15 Aug 2026 09:51:22 GMT

Problem still exists. I'm awaiting a call back.

Thanks

Re: Account info missing

Chris_S — Sat, 15 Aug 2026 12:47:17 GMT

Thanks for letting us know @Melbury1,

I'm glad to hear that you're getting a call back.

Please keep us updated on how you get on.

Chris S

Re: Account info missing

Melbury1 — Mon, 17 Aug 2026 06:30:38 GMT

The guide couldn't fix it or solve it and has passed it onto the tech team. 72 hour turn around

Re: Account info missing

Christopher_G — Mon, 17 Aug 2026 09:09:47 GMT

Thanks for letting us know, @Melbury1

Please keep us updated with what happens. Hopefully, it's sorted soon for you.

Chris

Re: Account info missing

Melbury1 — Wed, 19 Aug 2026 08:21:14 GMT

Just an update. As I hadn't heard and still unable to see my packages I spoke with another guide. Apparently tech team have said there is no problem as they can see my linked services at their end.

It's been escalated again and I have provided screenshots of my home page and the page where it says ''account not recognised'' when I try to link manually.

Re: Account info missing

Leanne_T — Wed, 19 Aug 2026 10:56:07 GMT

Hi @Melbury1

Thanks for coming back to us with an update and letting us know our tech guides have raised this for you and you've provided screenshots.

Hopefully this is resolved soon

Leanne.

Re: Account info missing

Melbury1 — Fri, 21 Aug 2026 14:16:22 GMT

Still no outcome. It's almost as if my broadband and TV package don't exist. Nothing showing in bills. Broadband and TV working fine.

Everything did use to be visible. I had full access to WiFi controls etc.. now nothing.

Re: Account info missing

Ali_A — Fri, 21 Aug 2026 16:54:53 GMT

@Melbury1

Is the account details missing on both the app and if you log in directly online through website?

Ali

Re: Account info missing

Melbury1 — Fri, 21 Aug 2026 16:58:31 GMT

Yes, all missing when I sign in on app on phone , on tablet and on browser.

Today a message flashes up briefly saying ... Some information missing... Try again.

Re: Account info missing

Ali_A — Fri, 21 Aug 2026 17:09:46 GMT

Thanks for confirming @Melbury1

It may be worth getting back in touch with the technical team for any updates to your ticket.

Ali

Re: Account info missing

Melbury1 — Fri, 21 Aug 2026 18:05:31 GMT

The guide who helped me the other day has booked a call with me for Tuesday so I'll get an update then ( I hope)

Re: Account info missing

Melbury1 — Sun, 23 Aug 2026 17:03:44 GMT

Just another update. I received an email today telling me my broadband bill was ready to view. I followed the link and guess what..... No bill and no record of previous bills

Re: Account info missing

Melbury1 — Tue, 25 Aug 2026 18:21:16 GMT

And another update!

I didn't receive the expected call so I phoned them. This guide even enabled video access through my phone and saw for himself what the situation is. We even tried registering a different user name but still no account number recognised. Passed upstairs again!

Re: Account info missing

Melbury1 — Fri, 28 Aug 2026 13:34:50 GMT

Another hour plus wasted this morning talking to another guide. I'd phone as I had received a message to say that my case had been closed. Naively I thought my issue had been fixed ---NO.

I had to relate history again and the guide had video access to my EE homepage and this was recorded. Another notice sent to '' offline team''. The guide could quite easily see that my account number was not recognised and my broadband and TV were missing.

I feel very frustrated by this and expect an outcome or else I shall move on.

Re: Account info missing

Peter_W — Fri, 28 Aug 2026 16:44:18 GMT

Thanks for the update, @Melbury1

It sounds like the text you received was in regards to a complaint case rather than the technical fault raised for this issue.

These are separate, but either way I appreciate your frustration if a complaint was closed for an issue that has not been resolved.

After speaking again today, did they confirm that the fault was still open and under investigation?

Peter

Re: Account info missing

Melbury1 — Sat, 29 Aug 2026 09:22:44 GMT

Peter. I was told yesterday that they have to open a new ticket each time I raise the issue with them. The guide has told me that the technical team respond to which ever guide raised the ticket, meaning that other guides are not in the picture as to what solution or lack of has been done!

Re: Account info missing

Peter_W — Thu, 03 Sep 2026 12:17:18 GMT

Thanks for the update here, @Melbury1

When a Guide raises a ticket they receive a reference number, and any email updates should go to them directly.

From there they should keep hold of this and update you, but they can also put the reference in the account notes for others to check.

It's really disappointing to hear that you've been struggling to get anyone to take ownership with this, though.

If you continue to struggle I would definitely recommend asking to escalate the complaint, or raise this with our complaints team directly, and you can find full details on our complaints process here:

EE Complaints Code of Practice

Peter

Re: Account info missing

Melbury1 — Fri, 04 Sep 2026 10:44:37 GMT

Hi Peter

Frustratingly I never received the booked call. I have now raised a formal complaint.