topic Unable to access account details - we are getting things ready in Contracts & Billing

Unable to access account details - we are getting things ready

CMatHG — Wed, 03 Jan 2024 16:32:05 GMT

Unable to access copies of bills as never gets past the error message.

Screen refresh multiple times without any success.

Account profile accessible so all my login credentials are valid - and despite this I've changed my password and used the new one without any difference.

Is anybody having the same issue ??

Re: Unable to access account details - we are getting things ready

Christopher_G — Wed, 03 Jan 2024 17:23:21 GMT

Hi @CMatHG

Welcome to the community.

Am I right in thinking you can log in and access everything else, apart from the bills?

Chris

Re: Unable to access account details - we are getting things ready

CMatHG — Wed, 03 Jan 2024 17:29:06 GMT

Yes - that was certainly the case until a few minutes ago.

I can view my profile/etc without any issue - just can't view bills to provide an invoice copy for our Finance team.

Re: Unable to access account details - we are getting things ready

Christopher_G — Wed, 03 Jan 2024 17:32:45 GMT

OK, thanks @CMatHG

Could you try logging in on a different device or browser, just to see if you get the same problem please?

Chris

Re: Unable to access account details - we are getting things ready

CMatHG — Wed, 03 Jan 2024 17:38:00 GMT

Many thanks - I'd already tried connecting via the MS Edge browser rather than Chrome - without any difference.

Just used an iPhone with Safari browser - exactly the same is happening - says We're working on it ...... wait a minute then refresh the page

And that is the same loop as before sadly

Re: Unable to access account details - we are getting things ready

Christopher_G — Wed, 03 Jan 2024 17:42:33 GMT

OK, thanks @CMatHG

It may be worth giving it till tomorrow, to see if this resolves itself. If it's urgent, I'd suggest speaking to our Mobile Care team.

Chris

Re: Unable to access account details - we are getting things ready

CMatHG — Wed, 03 Jan 2024 17:46:58 GMT

Thanks Chris

Appreciate the help so far.

Will try again tomorrow - the phone queue delay has been mad - guess that's got to be to do with the weather conditions affecting so many too.

Cheers for now

Re: Unable to access account details - we are getting things ready

Christopher_G — Wed, 03 Jan 2024 17:47:43 GMT

Keep us posted on what happens please, @CMatHG 🙂

Chris

Re: Unable to access account details - we are getting things ready

CMatHG — Mon, 08 Jan 2024 16:48:02 GMT

Well here we are 5 days later.

The helpdesk team in Ireland were able to identify that they had a problem with my account as they'd altered the domain name from .co.uk to .com with a verification process - but had to put me through to technical team who are the only ones able to sort and change that.

Technical team systems weren't working and they were unable to change the domaln back to.co.uk on my billing account.

Said they'd be resetting the domain once their backoffice system was working again and would send me an email to reset my password to confirm access.

Still not happened yet - and still unable to access my bills/invoices - as I tried again a few minutes ago.

Anybody else hitting this issue ??

Re: Unable to access account details - we are getting things ready

XRaySpeX — Mon, 08 Jan 2024 23:36:22 GMT

Domain name of what?

Re: Unable to access account details - we are getting things ready

Depesche21 — Tue, 09 Jan 2024 10:30:13 GMT

Hi, I am having the same issues. Is there something I could do?

Re: Unable to access account details - we are getting things ready

Katie_B — Tue, 09 Jan 2024 11:37:32 GMT

Hello @Depesche21.

Welcome to the community.

Are you able to access everything other than your EE bills?

Katie

Re: Unable to access account details - we are getting things ready

Depesche21 — Tue, 09 Jan 2024 11:43:02 GMT

Hi Katie,

I am only able to login and access my profile information's. Everything else is not accessable because of the following error message:

We’re working on it
We’re just getting things ready behind the scenes. Please wait a minute then refresh the page.

(2005)

It's nearly the same problem CMatHG explained.

Re: Unable to access account details - we are getting things ready

Katie_B — Tue, 09 Jan 2024 12:16:02 GMT

Thanks for getting back to me @Depesche21.

Please give us a call when you have a moment on 150.

Our technical care team will be able to look into this further for you.

Katie

Re: Unable to access account details - we are getting things ready

CMatHG — Tue, 09 Jan 2024 13:13:45 GMT

Same issue as mine - but Technical team are unable to make the amendment needed as their backoffice system is faulty.

If they do manage to resolve for you now please let me know as I will call back in and have the fix applied to my account too.

And thanks for confirming it's not just me - much appreciated !!

Re: Unable to access account details - we are getting things ready

DBROCCOLI — Wed, 10 Jan 2024 10:57:32 GMT

Hi @Katie_B,

I am having the same problem as @CMatHG and @Depesche21 .

The financial team keep chasing the invoices.

When will this issue be sorted?

Thanks!

Re: Unable to access account details - we are getting things ready

Katie_B — Wed, 10 Jan 2024 11:25:49 GMT

Hi @DBROCCOLI.

I would recommend giving us a call so the team can look into this further.

If you require your bills the team can also look to get these sent out to you as soon as possible.

Katie

Re: Unable to access account details - we are getting things ready

flexgroup — Tue, 16 Jan 2024 15:00:17 GMT

Hi,

I am having the same problem it it asks me t log in and out but I cant gain access to my profile at all. Is this getting resolved?

Re: Unable to access account details - we are getting things ready

flexgroup — Tue, 16 Jan 2024 15:01:08 GMT

Surely this should be noted on the screen that the system is down?

Re: Unable to access account details - we are getting things ready

James_B — Tue, 16 Jan 2024 15:13:17 GMT

Hi @flexgroup,

Welcome to the EE Community. 🙂

The EE app is currently up and running. What happens when you try to log in?

James