topic Re: Unable to acces MY EE - Both website and App have issues in Archived Posts

Unable to acces MY EE - Both website and App have issues

Marc-TW — Wed, 08 Sep 2021 21:59:11 GMT

Hi,

i upgraded my account today (and cancelled a second wireless internet account)

I haven't received any contact since (email, text etc) to say it's been done.

But my main issue is that I am unable to properly access My EE.

The app asks me to add my phone number but when I do it says it's already registered. I can log in the website My EE but when I do it takes me straight to the Leaving EE page and will not give me any other info. This was an issue before I upgraded too but as I now need to check my account it's more urgent.

I have tonight contacted tech support on chat and after trying several things they were unable to help. (They thought the last thing they did would work if I disconnected from them, it didn't)

I have also tried all the things suggested that I've found when other people have posted the same issue.

If I phone 150 tomorrow, will they actually be able to help as it feels like no one seems to understand this issue? It appears to have happened to multiple customers without a resolution.

Re: Unable to acces MY EE - Both website and App have issues

XRaySpeX — Wed, 08 Sep 2021 22:56:37 GMT

Are you with T-Mobile? You can't manage those online.

Text NUMBER to 150 & it'll tell you which brand you're with.

Re: Unable to acces MY EE - Both website and App have issues

Profile closed — Wed, 08 Sep 2021 23:05:00 GMT

@Marc-TW customer services will be able to associate your account number with your MyEE account profile.

Re: Unable to acces MY EE - Both website and App have issues

Marc-TW — Wed, 08 Sep 2021 23:21:33 GMT

My account was originally T-Mobile, (actually originally it was one2one) but it's been EE for a while. The online tech support tried to do that and it had no effect. My account number appears when I log in online but it only shows my options to leave.

Re: Unable to acces MY EE - Both website and App have issues

Profile closed — Wed, 08 Sep 2021 23:26:24 GMT

@Marc-TW unfortunately here on the community there isn't any account access you will need to contact tech support again.

Re: Unable to acces MY EE - Both website and App have issues

Marc-TW — Tue, 21 Sep 2021 11:51:03 GMT

I thought I'd update. It was because I had an old T-mobile account. Once that was changed to a new EE account (A process which caused a lot of other problems but that's not related to this post!) the app and the website now work.