01-01-2018 12:58 PM - edited 02-01-2018 04:26 PM
The latest update from our technical teams is that services are restored and customer service both on 150 and online are becoming available again. We do anticipate there will be a large number of calls to 150 so there may still be delays in connecting to our teams, but we are making support available as quickly as we can.
We'd like to apologise again for any inconvenience, and thank you for your patience while we worked through this complex system failure.
This post has been updated. To see the previous versions tap 'Read more' below
We've identified an issue with a data centre that serves our customer service platforms, and our teams are already working to fix it.
If you've been trying to call us or use some of our customer service platforms, we recommend contacting us again tomorrow (2 January).
In the meantime we'll keep you updated here as soon as a fix is in place. Sorry for the inconvenience this may cause.
We’re aware of an issue that is affecting some customers attempting to contact us.
If you’ve been trying to give us a call, use My EE, or use our other customer service platforms, you may be experiencing difficulties. However this issue does not affect our mobile or broadband networks. Call, data and messaging services are operating as normal.
We’re working really hard to get this fixed as soon as possible. Sorry for the inconvenience this may have caused, we'll keep you updated here.
Meanwhile, you may find an answer to your question or problem by searching in the Community. If you can’t find what you’re looking for, you can always start a new topic.
Solved! See the answer below or view the solution in context.
02-01-2018 04:41 PM
The latest from our technical teams is services are restored and 150 and online service is becoming available again.
We'd like to apologise for any inconvenience, and thank you for your patience while we worked through this complex system failure.
We do anticipate there will be a large number of calls to 150 so there may still be delays in connecting to our teams, but we are making support available as quickly as we can.
The EE fixed and mobile networks were unaffected by this issue.
01-01-2018 04:11 PM
Our customer service teams on 150 have now finished for the day, but our technical teams are still working on the fix and our engineers will continue to work through the night to resolve the issue with our customer service platforms.
We'll update here once the work is completed.
02-01-2018 08:37 AM
Our teams have been working overnight on an issue affecting our customer service on 150. Fixes are still being applied to some services, we’ll let you know when they are completely resolved.
We’re sorry for any inconvenience this is causing.
02-01-2018 10:50 AM
Im currently in Spain and have not had mobile data since 30/12/17. Cannot contact the number for customer services abroad. Cannot log in to use the live chat either. What assistance is there for me? Thanks
02-01-2018 11:12 AM
My mobile phone has been stolen. How can I report it lost whilst EE telephone & online services are out of action? I am currently housebound do cannot visit a store.
02-01-2018 11:24 AM
What genius decided it would be a good idea to have the online and telephone support on the same platform?
02-01-2018 11:46 AM
My phones just not doing anything still cut off after paying my bill yesterday morning this is a getting beyond a joke none of the customer service numbers are working either !!
02-01-2018 11:51 AM
@Laurrzx, As you can see, EE have had a major problem and that is why you are unable to call them. Not really their fault if you got cut off for not paying your bill, and until all systems are up and running, they are probably not able to access your account to re-enable you to use your phone. Just make sure that you pay on time, or if having difficulty paying, then ring them before your bill ia due, or set up a direct debit, then your bill will always be on time.
02-01-2018 12:00 PM
Your information is not correct I currently have no access to customer service platforms by any route - unacceptable and an effective breach of contract through performance failure - there will be a charge for this .
I have two EE numbers one on which I have calls; data and limited but not fully functioning SMS or social media. On the second number no cellular service and therefore no SMS or other messaging service.
This situation has been on going in various forms for seven days now and I am questioning your resilience capability. As a leading BC Manager in the Health Sector this includes considering the position of a minimum of 15,000 users currently allocated to EE as a preferred network but with whom I cannot support the dangerous position you are now in.
02-01-2018 12:06 PM
It is to be noted that while MyEE is not working for mobile a/c's, it does work for Broadband.
02-01-2018 12:15 PM
Ive rang them plenty of times to organise a direct debit for the end of each month because that’s when I get paid but they give you stupid dates like the 15th which I am unable to do when I get hold of them I’m leaving the network quick enough to take your money not quick enough to be very helpful and quite rude to be honest.
02-01-2018 12:16 PM
I need to check and pay my bill which is due now but I have no way of doing either at all!
It's as though EE is dead and that's what my phone line will be soon unless I can pay my bill.
02-01-2018 12:23 PM
@Readyraptor, I am a customer just like you, I do not work for EE, but am one the community stars, and if you want to find out what that is about, you can read her:
Unfortunately, as has been mentioned, there has been an outage at EE which they have been trying to resolve and have been working on it all night as well, this can happen with any company.
02-01-2018 12:43 PM
But it's not good enough is it? A company the size of EE should not be having these issues for this length of time. If you can't fix your own issues then why the hell should I trust you with mine.
02-01-2018 12:55 PM
Welcome to the EE Community.
You can find out more about reporting your phone lost or stolen at http://ee.co.uk/help/safety-and-security/security/lost-or-stolen-phone
You’ll be able to speak to the relevant team about your stolen phone as soon as the current issue is fixed.
Thanks for your patience.
02-01-2018 01:00 PM
02-01-2018 01:13 PM
The most alarming thing to me is there is not a plan b, once one things down that's it the whole systems down, it's poor from EE, a company of this size should be doing much better,
by Miles 13:58 01.01.18