Unable to log in to EE account on website or app

[garywood84]

Has anyone seen a resolution yet to the ongoing issues of being able to log into to EE account through the app or website, and see both their mobile and broadband accounts, with all details including billing, and be able to mange the Smart Hub Plus and mesh system?

Having been a long-time EE mobile customer, I moved over to EE broadband from BT in November, and my login hasn't worked since then. I've had an Executive Complaints Manager at BT/EE looking at it, but no resolution. Recently, a new complaints handler has taken over, and he seems to be less patient with it: unlike the previous handler, he refuses to credit my account for the broadband each month until I can use it properly, so looks like from next month I'll be paying £69.99 a month for a service that only partially works.

It would be good to know if anyone else has resolved this because I know the issue was widespread. Nobody at EE seems to take ownership of it, so I'm thinking it might be time to accept the offer of leaving the contract without penalty to move provider. I could get mobile and broadband for £93 a month less than I'm paying EE, for the same broadband speed. The only downside is the 5G isn't availalbe in my area with Vodafone, so the mobile speeds are only about 35Mbps, rather than 75Mbps+.

[JimM11]

@garywood84 So just to let you know, moved sky - EE early march, no issue on new + hub, mobile moved EE 3 weeks later, no issue with that either, can see both all tied to single account, app works fine but not using all the features. I am not a mobile person so ABSOLUTLEY hate that you have to do this for control of the router, this is not the way to go, rather do it all through the web interface. Would not want to use a ISP supplied mesh, Asus user. Mobile internet back up with vodafone is very poor, so i will tell you that up front, my son had for couple of years now moved to virgin, and not once when problem would it work, and he had all the latest at that point we are only going back 3 years now 4g also only option, Also not a fan of mobile internet, understand why people want to do it, but you have to take it as it is. HTH and hope you get it sorted sometime but not looking good from your point. 👍 

[Relfy]

Hopefully you got your issue resolved, but thought I'd just say that following a change of email address a month ago, my login hasn't worked since. Mobile and internet account.

Any one still having problems?

[Geezer71]

Sadly, I moved to EE from BT in January and have not managed to log into anything EE-related. I have spent hours with EE tech support to no avail. I am currently waiting for them to get back to me. 

So at this moment I cannot see my bills or access the app to check speeds etc. 

[Karbar]

Having same issue. Hopefully EE will sort this for previous BT customers …

[Ewan15]

See if you can log into your MY BT app. 

If you can you will see your EE Account number, make a note of this.

On a PC follow this link My EE login and register, following the instructions.

[newforestuser]

Well, if you trawl through this community looking for mentions of accounts not being accessible online, I think you'll find you're very far from alone.

Time that some of the consumer progs took a look at this I think.

[newforestuser]

Ewan

Thanks for the suggestions. It looks like the bemused EE tech support people are desperately hoping one of the customers out there will eventually solve this for them!