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Unable to acces MY EE - Both website and App have issues

Marc-TW
Contributor
Contributor

‎08-09-2021 10:59 PM

Hi,

 

i upgraded my account today (and cancelled a second wireless internet account)

 

I haven't received any contact since (email, text etc) to say it's been done. 

 

But my main issue is that I am unable to properly access My EE. 

 

The app asks me to add my phone number but when I do it says it's already registered. I can log in the website My EE but when I do it takes me straight to the Leaving EE page and will not give me any other info. This was an issue before I upgraded too but as I now need to check my account it's more urgent.

 

I have tonight contacted tech support on chat and after trying several things they were unable to help. (They thought the last thing they did would work if I disconnected from them, it didn't)

 

I have also tried all the things suggested that I've found when other people have posted the same issue.

 

If I phone 150 tomorrow, will they actually be able to help as it feels like no one seems to understand this issue? It appears to have happened to multiple customers without a resolution.

0 Helpful
5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎08-09-2021 11:51 PM - edited ‎08-09-2021 11:56 PM

Are you with T-Mobile? You can't manage those online.

 

Text NUMBER to 150 & it'll tell you which brand you're with.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Profile closed
Not applicable

‎09-09-2021 12:05 AM

@Marc-TW customer services will be able to associate your account number with your MyEE account profile.

0 Helpful
Marc-TW
Contributor
Contributor
In response to Profile closed

‎09-09-2021 12:21 AM

My account was originally  T-Mobile, (actually originally it was one2one) but it's been EE for a while. The online tech support tried to do that and it had no effect. My account number appears when I log in online but it only shows my options to leave.

0 Helpful
Profile closed
Not applicable
In response to Marc-TW

‎09-09-2021 12:26 AM

@Marc-TW unfortunately here on the community there isn't any account access you will need to contact tech support again.

0 Helpful
Marc-TW
Contributor
Contributor
In response to Profile closed

‎21-09-2021 12:44 PM - edited ‎21-09-2021 12:51 PM

I thought I'd update. It was because I had an old T-mobile account. Once that was changed to a new EE account (A process which caused a lot of other problems but that's not related to this post!) the app and the website now work.