topic Re: App not working, website not working in EE app and website

App not working, website not working

MortenPahle — Mon, 21 Sep 2026 17:22:26 GMT

This appears to be a common thing and all I get from the support function on the phone or here is that there is nothing to do but wait and that they know the system needs fixing. This has been several months now. Several reinstalls, different browsers etc etc.

The app refuses to link to a device 'something seems to be wrong' and I cannot see any account information or bills online or in the app. Yet EE is happy taking my money without telling me how or what for. The best anyone has been able to do is to start sending me the bills by paper - but that also no longer seems to work.

Does EE care about this at all?

Has anyone has this resolved? How?

Re: App not working, website not working

Chris_B — Mon, 21 Sep 2026 18:47:18 GMT

@MortenPahle It’s an account problem so you need to report to customer support and it so raise a complaint.

It’s also not a common problem. You might be reading a few posts on here but there are around 14 million contract customers.

Re: App not working, website not working

MortenPahle — Wed, 23 Sep 2026 13:58:18 GMT

Hi Chris

Thank you for responding.

I should have added that to the list of things I have tried. It was reported to the (very friendly) phone helpline every time I phoned up and asked for my invoice, but nothing ever came of it and no follow up was ever seen.

It appears to be a common problem from the number of hits you get if you search topics with similar names, none of which seem to have any resolution. Maybe you have access to better stats than what I see.

It should not be rocket science. If as you say, EE has 14 million customers - and I don't think this a personal vendetta against me - resolving it should not be difficult but they do need to care. Which I have not seen them do.

So, my earlier question - has anyone who suffered this issue had it resolved by EE? If yes, what was the magic?

To add to the issues, very obvious things also do not seem to work. I.e. if I text 'BILL' to 150 as the phone menu suggests, I do not get any useful response. It may well be an "account problem" but what is a useful way forward when the people on the other end of the helpline are unable to help and tickets do not get followed up on?

Re: App not working, website not working

Katie_J — Wed, 23 Sep 2026 16:17:24 GMT

Hi @MortenPahle.

I am sorry to hear you have not received a follow up from your previous calls.

Are you aware if the team raised a technical care ticket on your account?

Speak soon,

Katie

Re: App not working, website not working

Aniaszka — Wed, 23 Sep 2026 20:10:30 GMT

Hello,

I have the same problem for months now.
whom I should contact?

Re: App not working, website not working

Ali_A — Thu, 24 Sep 2026 08:11:51 GMT

Hi @Aniaszka

If you're facing an issue accessing your App or online account via our website, please call customer service on 150 from your mobile where a guide in the technical team can check your account is still set up correctly and reset it, or raise a ticket if needed.

Ali

Re: App not working, website not working

MortenPahle — Thu, 24 Sep 2026 08:41:53 GMT

I went through the complaint process yesterday and here is the finalwritten reply from the servicecteam on this:

Morten, I have reviewed the details and MY EE is a known issue now thus we are not keeping any complaints for this because the complaint team will review it and be closing it as I can check the details and again set up paper bill service on the account.

If anyone from EE is reading this and wants to help, you can check conversation ID [removed] and complaint Id - [removed].

So it's a known issue and had been known since I started complaining about this 6 months ago. But nothing gets done.

Has anyone had this resolved?

Mod Note: Personal details removed. Please don't post personal details on public forum. Thank you

Re: App not working, website not working

MortenPahle — Thu, 24 Sep 2026 08:23:53 GMT

I now see that having given @Aniaszka a thumbs up for following up, I receive an email that I have marked the conversation as having a solution?

Surely some mistake.

Again, if anyone from EE reads this, this thread has not been resolved and there is no solution.

Re: App not working, website not working

MortenPahle — Thu, 24 Sep 2026 09:36:29 GMT

Thank you @Ali_A for removing the complaint ID numbers from my post.

A very helpful colleague of yours also provide me with the following complaint numbers which are stored on my account: [removed], [removed], [removed] and [removed].

I was also assured that "Please be assured that we are not trying to avoid or discourage your complaint. The issue affecting My EE is a known service problem that is impacting multiple customers, and while frontline support is unable to resolve it individually, it has been raised with the relevant technical teams who are working to restore the service."

However, they were unable to provide me with a name to elevate the complaint with. They consider the matter closed whereas I do not. I cannot manage my account properly. Not being able to see invoices without spending hours on the phone and not being able to manage add-ons, spending caps etc. for my company online is a major issue. This is a very basic part of the service EE should provide.

@Ali_A - you suggested in your post that I should raise a complaint but it appears that EE does not want to manage my complaint. Having not been able to take this issue anywhere with EE, I have no option but to take this to the EE ombudsman, which seems to be the Communications Ombudsman ADR.

If anyone has any constructive thoughts as to how this can be resolved in the meantime please let me know.

Re: App not working, website not working

Ali_A — Fri, 25 Sep 2026 14:10:52 GMT

I'm disappointed to hear that you feel no progress is being made with your complaint, @MortenPahle

We do take complaints seriously and follow a strict process to ensure your issue is handled properly from start to finish. If you've raised a complaint, we'll work hard to find a resolution for this.

It is best if they were all on a single complaint, if possible, so the details would remain together. If you get in contact with our team over the phone, they'll be able to confirm which case is open at present, and if needs be you can request to escalate this.

I'm gad to hear they have arrange for you to receive paper bills, but I can understand the frustration you'll be feeling unable to view your bills conveniently or manage your account online or in the app.

If you're unhappy with how this is being managed we absolutely have an escalation process, and you can find all the details you need on this via our complaints code of practice.

Ali

Re: App not working, website not working

MortenPahle — Wed, 07 Oct 2026 08:40:04 GMT

Thank you @Ali_A

As explained, I have given EE every opportunity to deal with this complaint but constantly been told that they cannot do anything even though I attempted to follow their own process as described in your link.

I do not accept that they continue to close complaints without acting on them or offering any solution. I have a therefore lodged a complaint with the ombudsman.

I will update here as that progresses. All I want at this stage is to be able to cancel the contract EE is not performing under. I simply want to go back to running my business without wasting any more time on this.

I don't understand why someone (you?) keep marking your posts as "solutions"? Clearly the do not solve anything but rather try to brush the issue undervthe carpet, so that EE can continue to pretend that this is not a problem?