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!

[Stinson108]

Further to my last post on this, I was just about to call to check on my open complaint and thought I'd better just check if I still had the problems and...  for the first time in months it appears to be working!!! 

I've had no message from the complaints team nor the tech team but I can now at last check my usage etc.  Just hope it's a permanent fix 🤞

[Lorgray]

Just checked mine and still can't get in, here's hoping it's a permanent fix for you and they're getting round everybody one by one!

[Stoney_65]

My husbands and mine haven’t worked for months. 

[Alex_H]

Hi @Stoney_65,

Welcome to the EE Community

What is happening when you log into the app? Is it two separate accounts you have for you and your husband that are both getting the same error or one joint one? 

If you are getting an error using the app, have you tried logging into the EE website to see if that works? 

Alex

[Salch]

I have been an EE customer for over 20 years, and I have started experiencing this exact issue now for 2 months. I get the same message, and cannot access the app or manage your account section on the website.

when I called customer service. I was told a lot of people experiencing the same .

Really not happy and thinking of switching to another provider 

[Lorgray]

I'm want to switch to another provider but can't access my account to see if I'm out of contract!!  I can't believe a company this big can't sort this problem and keep saying to customers to try the website if the app isn't working, they're not getting that the website just says try the app, I feel we are all banging our heads against a brick wall and nothing seems to be getting done to fix it!   

[Rach_H]

Hi @Salch,

Welcome to the Community!

I'm sorry to hear that you're having trouble. Did the team advise that this was linked to an ongoing incident, or open  single user fault on your account? I'd recommend reaching back out if not, and they will be able to do so, and advise you of what is happening to get this resolved.

Rach

[Rach_H]

Hi @Lorgray,

Welcome back to the Community!

I can understand your concern at having trouble using the app, and the issues you're having checking your contract dates. If you're looking to move to a new provider then you can text 'PAC' to 65075, to get a PAC and we'll also let you know how much it will be to end you plan, or if you are out of contract. Alternatively, if you give our team a call then they can log that you're impacted by this, so we can work to resolve this, and advise you about your contract options.

Rach