topic Re: Website and support issues in Small Business

Website and support issues

BeemerK12S — Fri, 18 Oct 2024 08:12:35 GMT

Anyone else experiencing problems with website?

I can’t view my usage or bills.

Support is useless. Been trying for 2 days with half hour waits and nothing. Getting the standard ‘higher than expected call volumes’

Re: Website and support issues

Peter_W — Fri, 18 Oct 2024 10:19:41 GMT

Good morning @BeemerK12S, welcome to the EE Community!

Could you please let us know a bit more about what's happening when you go to view these details?

Do you get the same errors if you use the EE App too?
Peter

Re: Website and support issues

rsmphoenix — Sat, 19 Oct 2024 16:27:51 GMT

I am having problems with viewing and printing my bills as well. No way to get support except for waiting on phone. Why is there not a live chat option?

Re: Website and support issues

helengill1953 — Sat, 19 Oct 2024 17:09:35 GMT

Hello, I am having exactly the same problem, cannot view bills or updates, - error message says "it's us not you" try later - this has been going on for well over a week now and this is happening from both my laptop and my phone app

Re: Website and support issues

helengill1953 — Sat, 19 Oct 2024 17:12:37 GMT

I agree - no chat is really not helpful as the phones are always so busy - it can take hours to get through

Re: Website and support issues

BeemerK12S — Mon, 21 Oct 2024 07:58:19 GMT

Sign ion, click on 'view my bill' or 'usage' and all I get is a 'blank screen' - see attached screenshot

Chat doesn't help - Keep getting the standard (for just about every organisation nowadays as they try to cut costs and don't care about service) 'busier than normal' message

Rang and was told to ring back in a couple of hours because the 'systems are down'.

Re: Website and support issues

Peter_W — Mon, 21 Oct 2024 12:06:27 GMT

Thanks @BeemerK12S.

This is definitely one that we can get sorted, but it'll be best to give our technical support team a call.
They'll be able to get your details loaded at our end and check how your account is all linked with our systems, and if needs be raise a ticket for further investigation.

You can find all the details you need to get in touch here:

Peter

Re: Website and support issues

helengill1953 — Mon, 21 Oct 2024 12:13:40 GMT

No help at all - My query is about my landline and broadband - plus someone was supposed to be ringing me back this morning between 9.30 and 11 - - I have not received such a call - TBH - I think that this is very poor customer service

Re: Website and support issues

Jason043 — Thu, 24 Oct 2024 14:25:12 GMT

Also same problem now, last week and the week earlier, after calling and joining the queue for far too long, the lady at the other end on a extremely poor phone line stated after 30mins battling "oh its been down for over a month now, our engineers are working around the clock....."

Why cant they simply put a message on the home screen telling us this, I've tried numerous workstations and Apple phones with same error (thought it was our account which had been corrupted) an hour gone.

A month to not have a fix is not acceptable and I have only a handful of SIM's so don't know how larger businesses are coping.

Very Poor

Re: Website and support issues

Lolski1962 — Fri, 24 Jan 2025 21:05:36 GMT

I have not been able to find my usage for months and months and I want to upgrade my broadband but try doing that on line is impossible

Re: Website and support issues

Matt_124 — Fri, 24 Jan 2025 22:11:23 GMT

If you're upgrading your EE Home Broadband and getting an error saying to call EE, this is because it has all moved to a new ordering system and as a result you need to be migrated over the phone to ensure it's set up correctly.