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 

[Peter_W]

Thanks for the update here, @Melbury1 

I can totally see why you're feeling this way, but if this is open with complaints now, I'm confident things will remain open whilst the investigation continues, and you'll be kept up to date too.

Please keep us posted on how things go though!

Peter

[Melbury1]

Hi Peter 

I received a call from complaints this morning. IT have said to delete cache etc. they fail to understand that this has been done and its not just on the app. Same results when using browser. I have used multiple devices but all same result.

My account number is not recognised. It's gone back to IT.

[Michael_D]

Thanks for keeping us updated @Melbury1.

I hope it won't be too much longer before they have it resolved for you.

Michael

[Melbury1]

Still no resolution to the issue. EE sent me an email with a link to view my broadband bill. Follow the link and all I see is my data SIM bill.

I'm not convinced that they are taking my issue seriously.

[Leanne_T]

Hi @Melbury1 

Our technical support team will be doing everything they can to get the account information showing in the app, I'm sorry this is taking time to get resolved. 

Once we have an update the team will get in touch with you. 

Leanne.

[Melbury1]

Hi Leanne 

I'm afraid I don't share your confidence in the IT team. This has been going on since early August. It has been passed to the IT team many times without result. No-one from   IT has spoken with me.

It's not just the app. I get the same issue logging in on a browser. Everything used to be fine and then it suddenly wasn't. Apart from not seeing my account details I have lost the ability to access the WiFi control functions etc

[Leanne_T]

I'm really sorry this has been ongoing since August and you're unable to access the WiFi controls as well as the account details @Melbury1 

If you would like to check for any updates, please get in touch with our tech guides on 150. One of the team can check the account for you and see what the latest update is. 

Please keep us updated with how things go. 

Leanne.

[Melbury1]

Thanks Leanne.

A member of the complaints team and has taken ownership of my issue. I'm really only expressing my frustration here. 

[Leanne_T]

I understand how frustrating this must be for you @Melbury1 

Appreciate you keeping us updated and hope this is resolved soon for you. 

Leanne.

[Melbury1]

Good morning.

I've received an email from the complaints team. Apparently IT have closed the case,! It's been reopened again. I've sent more screenshots of the messages I see when I log in.