Anybody else having problems with the ee app? Ee say they have reported my issue

[SWernham]

I cannot log in, spent 2.5hrs the other day trying to speak to a human. Finally the next day I spent an hour on the phone to an actual human who couldn't solve my problem either. The app asks me to log in, so I do and it cycles me back to the log in page continuously, sending me special one time use codes which it then says are incorrect and cycles back to the log in page again. Been like this for nearly a week kow and ee have done nothing to help.

[gb1976]

Yes, having exactly the same issue since moving my SIM to a new handset.  I have tried uninstalling and reinstalling the app but no change.  I gave my old handset to my son and I can login absolutely fine on there.   What did EE tell you to do about it if the issue carried on?

[SWernham]

Hi, I haven't changed my sim or handset, nothing has changed at all, I just went to log in and couldn't.  EE have told me there have not been any other problems reported like this and they would investigate, I have not heard back from them and I still cannot log in. The woman on the phone did try and say that maybe it was a problem with my browser, but everything else works fine.

[SWernham]

I am still waiting for EE to come up with a solution. Been a week now minimum, but they don't seem to care.

[Linzi_H · Accepted solution]

Hi @SWernham 

I'm sorry to hear that our team has not been back in touch with you yet. It could be they are still investigating the issues you're seeing and don't quite have updates at the moment. If you would like an update, my advice would be to call us directly, so one of our guides can review what stage things are at. 
If you remain unhappy with the support from our team, then you'll be able to open a complaint, and escalate this to a team leader if needed.

Linzi 

[SWernham]

Hi, thank you for the reply,but I do not have another 3hrs+ to waste trying to speak to someone about something that has already been reported. I would appreciate a call or message with an actual solution to the problem I am experiencing. I still cannot log in to the app and still haven't heard  back from you regarding this issue, other than this message telling me to call you again.

[Franmcb007]

Hi, yes I'm having exactly the same issue. Rang EE twice now and still no joy. Very frustrating!!

[Franmcb007]

Anthony at EE dealt with my complaint, promising to get back to me via call on a certain day and time, never did. I emailed him to say I still had not resolved the issue but still haven't heard back, over two weeks now. Not great service EE!!!

[mod edit: removed employee details from the community]

[SWernham]

Hi, sorry but I'm glad I'm not the only one! I was told it would be investigated and someone would get back to me,  ut no one has and I still cannot log into the app. Maybe we should all take our business elsewhere!

[Leanne_T]

Hi @SWernham @Franmcb007 

We have no account access on the community to check for updates and contact you. If you can follow the advice from @Linzi_H and get back in touch, one of our guides can take a look at the previous history to give you the latest updates. 

If you would like to open a complaint, please see our Make a Complaint page for ways to do this. 

Leanne.