Account info missing

[Melbury1]

When I checked app yesterday I noticed that there were no details of my broadband or TV. Missing when I log into browser. The only service showing is my SIM.

I spent ages spray with a guide . All good at his end. Reset everything and told it might take 12 hours. Still mit this morning 

[Debbie_G · Accepted solution]

Hi @Melbury1.

Thanks for coming to the EE community.

Sorry to hear your broadband and TV services are still not showing in your EE app or online account after the steps you've already taken.

As you're still having trouble with this, please get back in touch with our technical team so they can look into this further and, if needed, escalate it for further investigation.

Debbie

[Melbury1]

Hi 

Problem still exists. I'm awaiting a call back.

Thanks

[Chris_S]

Thanks for letting us know @Melbury1,

I'm glad to hear that you're getting a call back.

Please keep us updated on how you get on.

Chris S 

[Melbury1]

The guide couldn't fix it or solve it and has passed it onto the tech team. 72 hour turn around

[Christopher_G]

Thanks for letting us know, @Melbury1 

Please keep us updated with what happens. Hopefully, it's sorted soon for you.

Chris

[Melbury1]

Just an update. As I hadn't heard and still unable to see my packages I spoke with another guide. Apparently tech team have said there is no problem as they can see my linked services at their end.

It's been escalated again and I have provided screenshots of my home page and the page where it says ''account not recognised'' when I try to link manually.

[Leanne_T]

Hi @Melbury1 

Thanks for coming back to us with an update and letting us know our tech guides have raised this for you and you've provided screenshots. 

Hopefully this is resolved soon 

Leanne.

[Melbury1]

Still no outcome. It's almost as if my broadband and TV package don't exist. Nothing showing in bills. Broadband and TV working fine.

Everything did use to be visible. I had full access to WiFi controls etc.. now nothing.

[Ali_A]

@Melbury1 

Is the account details missing on both the app and if you log in directly online through website? 

Ali