No access to business account for almost a year - apparently effecting 1000s!

[cgfedup]

 I have been unable to login to my business account via web or app since October 2023 (yes I'm using the correct ID and password) so am having to call EE every month for updates and request copies of my invoices to be emailed out to me.  Keep being told its a known fault affecting thousands of customers.  No fault reference or updates to fault provided.  Been with EE for years but out of contract in March, then that's another business account they will be losing as I'm sick of it!  EE please provide meaningful updates as I've seen similar posts and you've clearly a lot of unhappy customers!

[cgfedup]

 I have been unable to login to my business account via web or app since October 2023 (yes I'm using the correct ID and password) so am having to call EE every month for updates and request copies of my invoices to be emailed out to me.  Keep being told its a known fault affecting thousands of customers.  No fault reference or updates to fault provided.  Been with EE for years but out of contract in March, then that's another business account they will be losing as I'm sick of it!  EE please provide meaningful updates as I've seen similar posts and you've clearly a lot of unhappy customers!

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[bristolian]

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@cgfedup wrote:

Keep being told its a known fault affecting thousands of customers.  No fault reference or updates to fault provided

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Have you asked for a fault reference? Known faults will always have one, and that could be the basis for requesting paper bills.

If a fault-reference can't be provided, one natural conclusion is that one doesn't exist, in which case they should be raising one against your individual account.

This approach may need some persistence.

[cgfedup]

I have on several occasions but am never given one as "it's a large fault affecting thousands of customers" - so all I can assume is that:

a.  it's either such a big deal that it doesn't warrant a fault reference?!

b.  they can't be bothered to log the fault and generate a fault reference

c.  there is one but they just don't want to give me it, search for any updates or update the fault to say that I am once again chasing!

I could begrudgingly live with being unable to log into my account if I could at least still receive my emailed invoices automatically (as I did once a month up till October 2023), but today I was told that this was now chargeable at £4pm - not paper bills but emailed bills! Not sure if this is true as I've never been previously notified of this but I'm not prepared to give them even more money.  Do you or anybody else know whether this is the case?

Meanwhile it looks like I'm going to have to continue manually calling/emailing them on a monthly basis for a copy of my latest invoice.  Doesn't seem right or fair to me but I'm getting nowhere!

[bristolian]

I very much doubt no fault exists, but CS can often be very reluctant to disclose references.

Any complaint you raise could well question why it's taken from 10/23, to 09/24 to pursue this.

[concerneduser]

I was told today by tech support that over a 100,000 customers are unable to login, and that it could take 15 days or over to gain access.

[cgfedup]

I raised this with Complaints several weeks ago who finally called me back last week but I'm still none the wiser.  Apart from confirming that Tech Support are aware of the ongoing fault, she could/would not provide me with an update or a fault reference for this ongoing issue.   She also refused to provide me with an indication to the number of users affected by this (customer support had previously said thousands) saying that for data protection reasons, she was unable to provide me with this information!  Only thing I've got out of the call is the offer of paper bills being sent out to me until the fault is resolved.  They will have to charge me for this "service" but will then apparently credit my account with the equivalent every month until the fault is fixed.  This she deemed appropriate compensation!  Apparently electronic bills are no longer sent out,  only half a tree in paper form!

[cgfedup]

Can  I ask whether yours is also a small business account?  Wondered whether there is a common link between the type of users affected?