topic Re: Login error - for three days the website is reporting an error! in Archived Posts

Login error - for three days the website is reporting an error!

Sohowestone — Tue, 02 Mar 2021 22:04:13 GMT

For three days the EE login to my account on-line is showing an error message when trying to login.
The message is:
"Sorry, we were unable to complete your request right now. Please try again later."
Is there a problem and when will this be fixed ?

Re: Login error - for three days the website is reporting an error!

ioannisa — Tue, 02 Mar 2021 22:20:35 GMT

I am having exactly the same issue but only on the mobile application on iOS. I am able to login using a browser. I deleted and reinstalled the application Without any result.

Re: Login error - for three days the website is reporting an error!

Christopher_G — Wed, 03 Mar 2021 08:17:16 GMT

Hi @Sohowestone

Welcome to the community.

Could you try resetting your cache/cookies and retry please?

@ioannisa - Could you try logging into your My EE account through your phone's browser please?

Chris

Re: Login error - for three days the website is reporting an error!

ioannisa — Wed, 03 Mar 2021 08:39:20 GMT

@Christopher_G I can login through my iOS safari browser and any browser from a windows laptop. I am facing the issue only with the iOS mobile app.

Re: Login error - for three days the website is reporting an error!

Rosie1997 — Wed, 03 Mar 2021 08:39:55 GMT

Hi @Christopher_G, I have tried both of those now, but have had the same message for months. Do you have any other suggestions?

Thanks!

Re: Login error - for three days the website is reporting an error!

Christopher_G — Wed, 03 Mar 2021 08:59:19 GMT

That's good that you can log in through your browser for now, @ioannisa. At least you'll be able to check/change what you need to from there until this problem with your app is fixed.

@Rosie1997 - If you're not able to access through either method, I'd recommend speaking to our Mobile Care team so that they can check everything is set up properly from our side and help you check or change what you needed to.

Chris

Re: Login error - for three days the website is reporting an error!

Riding — Wed, 03 Mar 2021 17:28:00 GMT

I have similar problem.

When I try to manage family usage;

- in web browser,

- in mobile app, the app says "there seems to be a problem"

Last week, the mobile app started rejecting login with message "there seems to be a problem", then I ;

- logged in MyEE from web browser, then I found my phone number in the account had disappeared

- Uninstalled/Re-installed the mobile app,

- ask to repair the app in EE web chat (An operator added my phone number into my account and the app has come to accept my login)

Now I can't see/manage my phone number, family usage and data sharing etc...

Re: Login error - for three days the website is reporting an error!

Leanne_T — Wed, 03 Mar 2021 17:50:02 GMT

Hi @Riding

Thanks for coming to the community.

I would suggest giving us a call on 150, our Tech Gurus will get this looked into for you and help you gift data.

Thanks.

Leanne.

Re: Login error - for three days the website is reporting an error!

Sohowestone — Wed, 03 Mar 2021 21:25:55 GMT

Did that - no change.

In fact I've been clearing the cache / cookies for days and its not chnaged.

The message thugh is very much saying the problem is at EE's end.
The message clearly says 'We are working on fixing this page' which say to me that the fault is known about.

Re: Login error - for three days the website is reporting an error!

Jon_K — Thu, 04 Mar 2021 07:51:16 GMT

Hi @Sohowestone.

Are you able to log in on the app?

Have you tried a completely different browser?

Jon

Re: Login error - for three days the website is reporting an error!

Sohowestone — Fri, 05 Mar 2021 02:50:47 GMT

I have tried three browsers - Chrime, Firefox and Edge.
All give the same error. Interstingly, I have never used Edge so it was squeaky clean with no cookies or anything. Same error.

I don't know what the app you refer to is? I'm trying to log into see my bills on the EE website.

I can see from other posts its not an isolated issue!

Re: Login error - for three days the website is reporting an error!

Jon_K — Fri, 05 Mar 2021 07:49:41 GMT

Hi @Sohowestone.

If you're having trouble with more than one browser, I'd recommend getting in touch with our Customer Care team.

They will be able to take a look at your account and help you further.

Jon

Re: Login error - for three days the website is reporting an error!

Jali123987 — Fri, 05 Mar 2021 18:27:07 GMT

This issue has been occurring since they did a upgrade over a month ago to therefore Backend.

Unfortunately they are in no rush to fix.

Re: Login error - for three days the website is reporting an error!

Sohowestone — Mon, 08 Mar 2021 22:25:05 GMT

I did not know they did PC support!
Thats good news - though I guess the easy thign would be for EE to fix their website.

I'll see how Customer Support get on.

Re: Login error - for three days the website is reporting an error!

Josh_p — Sun, 03 Oct 2021 12:33:26 GMT

It's happening to me all day today =(

Re: Login error - for three days the website is reporting an error!

Leanne_T — Sun, 03 Oct 2021 13:13:58 GMT

Hi @Josh_p

Thanks for coming to the community.

Does the same happen if you log into the My EE app?

Have you tried another browser?

Thanks.

Leanne.

Re: Login error - for three days the website is reporting an error!

Oldreive — Wed, 20 Oct 2021 21:57:46 GMT

I am getting the same message during login. I have tried two phones with the app and my PC and keep getting the same message. The website has been no help! I have changed my password to no avail!

Dave S

Re: Login error - for three days the website is reporting an error!

James_B — Thu, 21 Oct 2021 07:18:33 GMT

Hi @Oldreive,

Welcome to the EE Community. 🙂

I'm sorry to hear you're having problems using My EE. Please get in touch with Customer Care so our Tech Gurus can help.

James