I never thought I'd say this after nearly 10 months of frustration, but I seem to be well on the road to having the problem fixed!
Out of the blue last week I got a phone call from an EE Guide to talk about my problem, (was the number of negative reports I'd posted on this messageboard anything to do with it I wonder?) and he texted me a link to get straight to the tech team. I did this, and got a very concerned and helpful lady (this wasn't the first time so I didn't hold my breath) who took me through various procedures (emptying my cache on Chrome on Windows, deleting and reinstalling the EE app on Android), but all to no avail. Groundhog day I thought. Then she suggested something I had heard mentioned by other posters on here - "did I have an email address other than the Gamil one I had registered with?" (I don't know that the Gmail bit matters, just needs to be a diffeent one I think). As it happened I did have an unused one with yahoo.co.uk, so she put that one into my profile, and that then generated an email to the new inbox about finishing setting up my userid. I clicked on the "Create EE ID" button in the email and cogs began to whirr. I then got another email entitled "You've created your EE ID". Wow - that sounded promising.
Imagine my disappointment when I tried using my new email address to log in from my laptop and hit an error message - in fairness my guide seemed equally crestfallen. But then I tried logging invia the app and for the first time ever I was able to see just what it was that my monthly payments during 2024 had bought me - both mobile and broadband/TV. I could access every month individually and do other useful stuff like amend my plans, set up roaming abroad (only about £17 a week compared to BT's £0) and buy all sorts of add-ons. I was promised by my guide that the Windows login would also get sorted out, and in fairness I can at least see my phone bills on there now.
So it seems that the solution is to get yourself a secondary email address, phone up and ask to have that plugged into your profile - assuming my guide has spread the word to her colleagues! It seems that all admin emails about your account will still come to your primary email inbox - the alternative one is simply for logging in.
One interesting point - I could finally see that for the first four months of my mobile contract I have been overcharged by £2.50 a month. Apparently this was because the default setup is that you want to see a detailed breakdown of your useage. a) I think that should be the default (it was with BT) and b) I was being charged extra for a bill I couldn't even see - so look out for that. I'll be chasing a refund
Good luck and I hope this helps some of you.
