App not working?

[Clairefmenoza]

First time EE user here. I can’t access my bill because my app isn’t working. Keeps saying “something went wrong”? Still yet to verify my account!

[Linzi_H · Accepted solution]

Hi @Clairefmenoza 

Welcome to the Community. 

I'm disappointed to hear the EE app isn't working as expected for you. 
If you haven't already, please try deleting and then reinstalling the app, and ensure that the device you're using is fully up to date with the latest software updates. 

I'd also suggest trying to log into your main online account to see if this is working OK. If you find the same issues happening, then please call our team, as they can check everything over and make sure your online access has been set up correctly.

Linzi 

[gilelvgren]

I have the same problem with the app and online, it's been going on for weeks.  I can get as far as my profile online but when I click on manage I just get "This service isn't working right now".  I can't manage my account on the mobile app nor online via a pc.  Rang EE last week and yesterday and have been  advised this is an ongoing problem they are trying to fix.  As I almost ran out of data because I haven't been able to check usage for weeks EE have topped up my data.

[gilelvgren]

I have the same problem with the app and online, it's been going on for weeks.  I can get as far as my profile online but when I click on manage I just get "This service isn't working right now".  I can't manage my account on the mobile app nor online via a pc.  Rang EE last week and yesterday and have been  advised this is an ongoing problem they are trying to fix.  As I almost ran out of data because I haven't been able to check usage for weeks EE have topped up my data.

[Linzi_H]

Hi @gilelvgren 

I'm pleased to hear that you've reported this to our team so they can work on getting your online access sorted out. It's also great that the team has been able to help with your data until this is resolved. As you're unable to check your remaining allowances online currently, you can always use our text service as detailed here 👉 Check my mobile balance

Linzi 

[Lorgray]

I also have the same problem, as do many others from what I can see!  I've deleted and reinstalled the app, and it's not made any difference, this has been ongoing for a few months now.  When I login to my online account it says the service isn't working right now and to down load the app!!  It seems ridiculous that people can't access their accounts and see their phone bills etc.  If there is no word soon of this being rectifed I will be moving to another provider as I don't think this service is acceptable.

[Linzi_H]

Hi @Lorgray 

I'm sorry this has been ongoing for a few months now, and I know you'll be eager to get this resolved.

As it's the EE app and your main online account, our team would need to look at your online access to review exactly what's happening. If you haven't already, please give the team a call so they can help get this sorted. 

Linzi 

[Stinson108]

I completed the online complaint form about this same problem on 21st and had a call from them on the 25th.  They tried a workaround passed down to them from the tech dept. for people like us with this problem (and there seem to be a lot of us) basically it was to delete my existing user account and create a new one.  Unfortunately, this still did not solve the problem.  Online on my pc I can get as far as my profile but click on "manage" and all I get is a screen saying  "Get more from EE" .  The complaints dept said they could do no more and would have to leave it to the tech dept who would contact me,  my complaint would remain open in the meantime and not be closed.  Haven't had a call from the tech dept up to time of writing this. (This post will probably show my username as Stinson108 but I am gilevgren per the posts above, just had to enter a new username probably as a result of having to create a new account as described above)

[Lorgray]

I find it ridiculous that customers can't log into their accounts and EE can't solve the problem. Once I manage to find out if I'm free to move to another provider I will be. It seems to be affecting a lot of customers!

[Linzi_H]

Hi @Stinson108 

It sounds like our complaints team has escalated this to the right area for a resolution, and I'm confident they'll be in touch soon once they have more information. 

Linzi