topic Re: I cannot access my account in Pay as you go

I cannot access my account

AliceGood — Thu, 15 Feb 2024 18:08:42 GMT

I’ve tried logging on three different devices and when I keep getting “loading “

then an error message

Re: I cannot access my account

Chris_B — Thu, 15 Feb 2024 18:19:47 GMT

@AliceGood have you tried clearing your browser history and cookies ?

Re: I cannot access my account

AliceGood — Thu, 15 Feb 2024 19:09:49 GMT

Yes
It’s on all devices , iPad, phone and laptop

Sent from my iPhone

Re: I cannot access my account

AliceGood — Thu, 15 Feb 2024 21:24:02 GMT

I phoned up EE and they’ve told me the app isn’t working atm but that doesn’t explain the desktop

Re: I cannot access my account

James_B — Fri, 16 Feb 2024 13:21:46 GMT

Hi @AliceGood,

Did Technical Support raise a ticket for you?

James

Re: I cannot access my account

AliceGood — Fri, 16 Feb 2024 13:24:09 GMT

No, unfortunately not.

Re: I cannot access my account

James_B — Fri, 16 Feb 2024 13:43:36 GMT

Hi @AliceGood,

Please get back in touch to let them know you're still seeing the issue on both web and app and they'll be able to get one raised for you.

Thanks

James

Re: I cannot access my account

Jammie1408 — Thu, 15 Aug 2024 15:23:54 GMT

Hello All,

I've having trouble with the EE website and mobile app, I can login in but i just keep getting an error saying

"We can't load this right now"

I've spoken to customer service after a week of this and told it's an internal issue and we'll be InTouch. Never heard anything, placed a complaint form and been over a week and no email or phone call.

I've got 5 month left on my contract and I cant see my usage, bills or anything.

If by the end of the month I don't hear anything, I'm gonna cancel my eSim.

Re: I cannot access my account

Jammie1408 — Thu, 15 Aug 2024 15:25:46 GMT

I've had the same issue and no luck.

Rang C.S and told the same, been weeks now. Put a complaint in and haven't heard anything.

I'm very close to leaving EE, cant access any of my account.

Re: I cannot access my account

Linzi_H — Thu, 15 Aug 2024 17:37:04 GMT

Hi @Jammie1408

Welcome to the community.

I'm really disappointed to hear that you're facing some issues with the EE app and accessing your online account. I know how keen you'll be to get this all sorted out so you can start to manage your services online.

Our technical support team should have raised a ticket for you if they could not resolve it through troubleshooting.

Do you know if this has been done?

How did you make your complaint with us?

Linzi

Re: I cannot access my account

Jammie1408 — Fri, 16 Aug 2024 11:35:13 GMT

Hi Linzi,

The gentleman I spoke to wasn't sure what was going on and tried to reset my home portal but it went generic and didn't solve the problem. Then he wet away and comeback to say it was system issue and it would sort itself out and he would raise it to someone. Still nothing has happened. I've raised a compliant the EE website form and still not had a confirmation of a received complaint or response.

I'm unable to port out my number via 65075 as the system responds "Sorry, we were unable to process your request. Please retry and if you continue to receive this message, call us on 150. Which I tried but the queue was for over an hour and I don't have time to sit around to solve an issue I didn't cause.

Unfortunately now, I cant see my bill so on the next billing cycle as I cant see anything on my account and this will reflect badly on my credit-score for missed payment.

I've not had an issue with EE until the last month, we're everything has gone down hill. Even the live chat is no longer available in 'contact us' which makes nosense.

Re: I cannot access my account

Linzi_H — Fri, 16 Aug 2024 11:52:02 GMT

I really do apologise that no one has been in touch with you about this yet @Jammie1408

I've checked our complaint web form online, and I can see the current response time is 7 days. If you've filled this form in, I can assure you our team will get back in touch within this timeframe using the details you've provided.

I understand how important it is to be able to see your bill and understand the charges. The last thing we'd want is to see you missing payments and your credit file being impacted. I do appreciate your concerns there, so it's important we don't let this happen.

For now, our billing team will be able to discuss any charges and bills with you until you get access to your online account back. They will also be able to help follow up with your complaint.
My advice is to call us again, but please select option 1 and we can arrange a call back so you don't have to wait in any potential queue.

Linzi