Highlighted
by Investigator
Investigator

Trouble logging into my account / changing my password

Can't log in. Pay monthly mobile customer. Have deleted cookies and history, tried different devices. Reset password links on their site didn't work. Kept getting messages  saying my account is being updated and can't be accessed. EE on Twitter just tried passing me on to BT care?!
Called 123, they gave me a new username and password, text the details to me. Told me to go on Google, search T Mobile log in and click on the top link. Mananged to log in 10 mins later, but couldn't change my password under security details.
Called 123  again, was told TMobile / EE is having problems with their password changes. I should have been sent a link instead of a text (but at least I'm in my account now), but the links aren't working. I won't be able to change my password in my account security details either. It could take a couple of days to resolve, they don't know. Only concern is I can't change my password now....dont' feel safe leaving it like that....

8 REPLIES 8
Highlighted
by Profile closed
Not applicable

Re: Trouble logging into my account / changing my password

@Claudia76 Are you an EE4G, Orange or T-Mobile pay monthly customer?

 

EE shut down all Orange online account access last year.  You should still be able to access an EE or T-Mobile online account though.

 

If you are EE or T-Mobile, your best bet is to call customer service using 150 from your handset and asking them to reset / delete any current online accounts and then you will be able to start setting up an online account from scratch again.

Highlighted
by
EE Community Support Team

Re: Trouble logging into my account / changing my password

Hi @Claudia76

 

Welcome to the community. 🙂

 

Could you confirm the answers to @Profile closed's question above?

 

We'll do our best to get you some help.

 

Chris 🙂

 

 

Highlighted
by Grand Master
Grand Master

Re: Trouble logging into my account / changing my password

Who are you phoning on 123? That's not a EE no. Are you in UK?

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To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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Highlighted
by Investigator
Investigator

Re: Trouble logging into my account / changing my password

Meant 150 sorry
Highlighted
by Investigator
Investigator

Re: Trouble logging into my account / changing my password

I am with EE / TMobile and have called them already.

They have reset my account, so I have a new username and password, but I cannot change my password now as they are having problems with password resets.

Highlighted
by
EE Community Support Team

Re: Trouble logging into my account / changing my password

Hi @Claudia76

 

Thanks for coming back to us.

 

If you would like us to reset the password again for you please give us a call.

 

The team will be able to help you and send this to you.

 

Leanne 🙂

Highlighted
by Investigator
Investigator

Re: Trouble logging into my account / changing my password

I know if I call EE / TMobile can reset it, but I can't that's my point. So
whomever reset my username and password can happily go in and access my
personal details. Does not make me feel like my account is very secure now.
Highlighted
by
EE Community Support Team

Re: Trouble logging into my account / changing my password

Hi @Claudia76

 

I've sent you a private message to get some more information about this.

 

Please take a look and get back to me. 🙂

 

Thanks

 

Chris

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