App and Website both broken (or rubbish- you decide)

[PhiliousFog]

I've been trying for several days now to get into my account on either the app or the website. All I want to do is check when my contract is up - I currently have a mobile phone contract and a 5g home router contract. Both of these are due very soon but I don't know the date... and it would appear that EE don't want me to know the date! 
When I log in to the website  it won't let me see my account details - all I get is a blank screen. When I TRY to log in with the app, it just takes me back to the log in screen and never actually goes anywhere else. I've tried uninstalling and reinstalling it, clearing the cache and app data and nothing makes any difference. 
For a company that are claiming to be best UK mobile company this is a joke, plain and simple. All it does is make it very difficult to actually make choices such as reducing your contract (and thus pay them less!) or move altogether. 
UTTER JOKE.

[PhiliousFog]

I'm having the same issue. All I want to do is check my contract dates. Initially this was to make sure I could downgrade my account once the phone was paid for (as I'm certain it's coming up) but now, I feel like I just want to move to a company whose website and app actually bloody work!! Apparently EE are Best Mobile Service 2025... not with service like this you're not! 

[PhiliousFog]

I'm having the same problem and have tried both of these options. Neither made any difference. This is utterly ridiculous for a company of this size that takes this much money off us! HOW HAS IT NOT BEEN FIXED IN MONTHS!?!?!

[Lorgray]

It's a complete joke for a company this size and nothing appears to be getting done to resolve it. I phoned the tech line as advised and when I came off the call I had a text saying my complaint had been closed 🤷

[Michael_D · Accepted solution]

Hi @PhiliousFog 

Thanks for coming to the community.

I can understand your frustration when you are just wanting to check the contract dates.

You've done the right thing in trying to uninstall and reinstall the app and clearing the cache.

If you are able to, it is worth trying to login through a different browser or device, just to see if it follows onto those.

I'd then recommend giving our tech guides a call so they can look at the account and how it is set up, and if needed, get a ticket raised if they aren't able to get you access.

Michael

[PhiliousFog]

I've spoken with the complaints team and the technical team who've confirmed this is an error at EE's end. So who knows when/if it will be fixed! 

[Salch]

Yes I have tried all these things too, it’s totally unacceptable. I can no longer log into my account either and been a customer for many years.

[Salch]

I have been told by your tech team that it has been an ongoing issue for several months and they are unsure when it will be sorted,  I am actually out of contract and seriously thinking about moving to another phone company 

[Chris_B]

@Salch  Just ask customer support to reset your online account.  

[PhiliousFog]

How is this 'a solution' when it doesn't actually solve anything? What this does it make it appear like there is no longer a problem - there is!