topic Re: My EE login issues - still?! in Contracts & Billing

My EE login issues - still?!

heidicrowKD1 — Tue, 09 Jan 2024 10:06:51 GMT

Why can I still not login to My EE, after a week of trying to log in and download an invoice?

I've been told to clear my cache, use a different browser - I've done all of these, and I still can't gain access to the account!

Absolutely ridiculous!

What is the problem?

Re: My EE login issues - still?!

Christopher_G — Tue, 09 Jan 2024 12:07:32 GMT

Hi @heidicrowKD1

Welcome to the community.

What happens when you try to log in? Are you getting any error messages?

Chris

Re: My EE login issues - still?!

heidicrowKD1 — Tue, 09 Jan 2024 12:12:18 GMT

I get this.....everytime.

I can the profile, but can't access anything else.

I really need the invoice!

Re: My EE login issues - still?!

Christopher_G — Tue, 09 Jan 2024 12:14:20 GMT

OK thanks, @heidicrowKD1

It seems like this could be a specific problem with your account. I recommend speaking to our Mobile Care team so they can check to make sure the mobile number is liked correctly.

Chris

Re: My EE login issues - still?!

heidicrowKD1 — Tue, 09 Jan 2024 12:23:44 GMT

Tried that all ready.

It's a bit more complex, as my company has just recently taken over the other company, and my name isn't on the account to verify - all the previous people are no longer there. So they won't actually speak to me.

The past couple of months, I've logged in and downloaded the invoice - the DD is now coming out of our account. But now I can't.

Re: My EE login issues - still?!

Christopher_G — Tue, 09 Jan 2024 12:28:24 GMT

Is it a business account, @heidicrowKD1? If so, one of the account holders would need to contact our business support team to discuss this.

Chris

Re: My EE login issues - still?!

heidicrowKD1 — Tue, 09 Jan 2024 12:31:03 GMT

like I said - none of the previous people are around, I've tried changing the account details, without joy.

I just need a copy of an invoice! Why is it so difficult?!

Re: My EE login issues - still?!

PrintBuxton — Thu, 11 Jan 2024 15:40:00 GMT

Hi there

Same thing has been happening to me for over a week, just need my invoice and can't get past the error the OP showed. Tried clearing cache and a different browser (clean install), no joy.

Halp!

Re: My EE login issues - still?!

Katie_B — Thu, 11 Jan 2024 16:35:42 GMT

Hello @PrintBuxton.

Do you also see this error when trying to log in via the EE app?

Speak soon,

Katie

Re: My EE login issues - still?!

PrintBuxton — Thu, 11 Jan 2024 22:01:10 GMT

I have never used the app. The desktop version was working fine until recently.

Re: My EE login issues - still?!

James_B — Fri, 12 Jan 2024 08:32:05 GMT

Hi @PrintBuxton,

Please get in touch with Technical Support so a member of the team can raise a ticket for the issue with your online account.

They'll be happy to help. 🙂

I'd also recommend downloading the EE app to see if you're able to download your bill that way.

James

Re: My EE login issues - still?!

PrintBuxton — Fri, 12 Jan 2024 12:01:54 GMT

Just tried to log in through the app, doesn't work either.

Sure, I'll take time out of my busy day to sit on the phone waiting to talk to someone, seeing as that's the only way (no online form to use).

In the meantime, please can you ask somebody, anybody to send my invoice to the email on my account? This is ridiculous!

Re: My EE login issues - still?!

James_B — Fri, 12 Jan 2024 12:42:59 GMT

Hi @PrintBuxton,

If you're have a pay monthly personal account, you can chat with Customer Care online via the help tab in the EE app.

Hope this helps. 🙂

James

Re: My EE login issues - still?!

PrintBuxton — Fri, 12 Jan 2024 13:20:35 GMT

Mate, I understand you're trying to help, but I can't use the app because I can't get past the login screen. Just please email me my invoice, I haven't got time for this.

Re: My EE login issues - still?!

James_B — Fri, 12 Jan 2024 13:25:46 GMT

Hi @PrintBuxton,

Sorry, we can't access your invoices via the community forum.

What happens when you try to log in via the app?

James

Re: My EE login issues - still?!

PrintBuxton — Fri, 12 Jan 2024 14:05:12 GMT

After logging in I get the message "Sorry, there seems to be a problem.. Sorry, we're having a little difficulty right now." and told to try again.

If you can't access my invoices, you can get a message to someone who can, right?

Re: My EE login issues - still?!

James_B — Fri, 12 Jan 2024 14:27:22 GMT

Hi @PrintBuxton,

Our Customer Care Team will be happy to help if you call 150 from your EE phone.

James

Re: My EE login issues - still?!

PrintBuxton — Fri, 12 Jan 2024 14:39:40 GMT

OP, did you get it resolved?

Re: My EE login issues - still?!

Simplybod — Wed, 17 Jan 2024 10:19:02 GMT

I am having the same issue on internet site, I cannot log in (was working previously), Called EE Business who emailed across the invoice a needed and was told they have an issue on their end and it would take a few days to sort out, I tried downloading the app onto my phone but have the same issue trying to login on that also.

Come on EE sort it

Re: My EE login issues - still?!

Leanne_T — Wed, 17 Jan 2024 10:26:51 GMT

Hi @Simplybod

I am sorry to hear this, to get an update on your EE account please give us another call on 150 and the team will be happy to check this for you.

Leanne.