Account

[cmj79]

I  am still struggling to access the online account that I have taken over from my late husband. It appears to not recognise my details   even though I am able to log in.  I am paying broadband bills each month but I am not able to access the online account. Have contacted ee customer services 6 times all promising it will be sorted to no avail.

[Linzi_H]

Hi @cmj79 

Welcome to the Community. 

I'm so sorry to hear about the passing of your husband. 

I understand the frustration this must be causing not being able to access your online information as expected, especially after speaking to several of our team. 

I would suggest you Make a Complaint using our online webform, and a dedicated member of the team will get back in touch within the next 7 days. I'm really confident our team can get this sorted out for you.

Linzi

[bristolian]

Out of interest, did you take over your late husband's account by virtue of the bereavement process?

Or is it that you're trying to access his account using his details?

[cmj79 · Accepted solution]

Virtue of bereavement process.  Filled a form online and the bereavement team phoned back.