APP & Website Error

[Vivi099]

Good afternoon,

Is anyone else experiencing the same issue? what’s the solution for this? - any help is greatly appreciated. 

1st screenshot: The EE App 

2nd screenshot: The EE Website

 

 

 

 

[chistery]

What are you trying to do?

It's often easier to call than trying get the web and app to work.

[Vivi099]

Just trying to log in. - i wanted to pay the monthly bill. - have called but the line was busy, I will try again later.

[Debbie_G]

Hi @Vivi099 

Thank you for coming to the community. 

How long have you been experiencing issues for?

You can find more information for ways to pay your bill in our Pay Your Mobile or Broadband Bill, Help page.

Debbie 🙂

[Vivi099]

Hi Debbie,

Thank you for the above.

I would say 3 days but I brushed it off thinking it’s some update. 

Unfortunately, that page also shows up with an error, so can’t even pay. - I’ll try to ring EE again after work and see if they pick up.

 Best Regards,

Vivi

[Katie_B]

Hi @Vivi099. 

Please keep us updated following your call to customer care. 

Speak soon, 

Katie

[Vivi099]

Hi @Katie_B 

Spoke to EE, was on the phone for a while, trying different things. 

Such as: clearing all the cache from the browser, trying to log in both PC and phone, checking the app version (it’s up to date), resetting the password etc.

Unfortunately, all attempts failed but they have raised a ticket number and they will contact me in 3-5 working days with a resolution.

Hopefully, it gets sorted then and I can leave an update here to help others.

Vivi

[Katie_B]

Thanks so much for keeping us updated @Vivi099. 

It sounds like the right team are looking into this for you. 

Katie

[Vivi099]

Update/FYI

This still hasn’t been sorted, it’s been almost on going for 2 months. - has been raised by multiple tech agents. - reached lvl 2

Resolution was promised 2 weeks ago but unfortunately nothing yet. 

Vivi

[Katie_B]

Hi @Vivi099. 

Thanks for keeping us updated. 

When you spoke with Level 2 did they provide you with a timescale for a resolution?

Katie