'BLOCKED'

[tigger-tim]

When I go to ee.co.uk, I often get a white screen with just the word 'BLOCKED' in the top left hand corner.

This persists even after I've cleared cookies.  Any ideas?

I'm using Chrome on Windows, over Plusnet full fibre.

[jus_dave]

Just to add a point for completeness.

My main concern in this situation was simply being able to access my bill. If the online portal cannot be used because it triggers the “BLOCKED” page, customers still need a way to obtain their billing information.

Telecom providers such as EE Limited are required under rules enforced by Ofcom to ensure that customers can access clear and transparent billing information.

In this case the practical solution was for EE to send the bills by post without the paper billing charge, which resolves the issue.

I also mentioned that if access to the bill could not be provided through the account portal, the only alternative would be requesting the billing information through a Subject Access Request under the UK General Data Protection Regulation, which obviously would not be an efficient way to obtain a monthly bill.

Thankfully this was not necessary as the billing team arranged for the bills to be posted instead.

[serenfach]

If you get paper bills they dont usually get to you until the beginning of the month, despite the billing date (for me) being the 23rd of the month.  I then get texts reminding me to pay my bill before I get the paper bill.  If you wait a day after getting the paper bill, you start getting texts saying their collection process will start.  I have tried to flag this to them endlessly and they always say they "will look into it" and then the whole thing is repeated the next month.

The delay in getting the bill to me is not my fault.  EE - just add a flag to your billing database to show it is a postal bill!  There is no signal in my house to phone, so to contact EE I have to get in my car and drive.  This does not effect the price they charge though!

[teedoffwithee]

I am suddenly getting the problem on my home computer that I have always used in the past. EE online is pretty dire for a communications company. 

[Conrad1961]

I am now getting this problem. I had just logged in to my account and clicked on manage my broadband and I just get a blank page with BLOCKED in the top left corner. I am using my laptop with Chrome. Tried Firefox but the same happens.

This is one of the few EE links I can access at the moment so I am currently unable to access my account.

Clicking the links to EE , Shop and Help at the top of the page results in the BLOCKED page.

[teedoffwithee]

So frustrating that they don’t even give you a clue as to why they have suddenly blocked me after 5+ years of being with them. 

[Conrad1961]

@teedoffwithee   So are you still blocked and unable to access anything?

[Conrad1961]

Having turned off my laptop for a while the blocked stuff doesn't happen now - but I haven't replicated what originally caused it.

However it has been a right pain to logout of the EE account and when I did manage that after several attempts trying to log in here was met by a system failure page. I logged back in into my account and then logged in here which has worked. Seems something isn't quite right.

[teedoffwithee]

I am able to see your messages and i just tried to get on to the site but the only way is via here and then after two pages of checking my account I am back to Blocked. Really disappointing as I just upgraded my phone and signed a new contract. if this had happened the day before I would have changed providers at the same time. . 

[serenfach]

I dont think the problem is us, it is them.  If the blue balls bounce around and then start again, I think the system is trying to reboot, and after a couple of reboots, you get the blocked message.

They seem not to have the bandwidth to cope with their customers, especially if you have a low speed broadband,  If you phone, you get a long message about how they are number 1 for customer service, You then get the message the wait time for answering is 45 minutes.  If this is No 1, what are the others like!

I did manage to log in one time, checked my bill (loading very slowly) and then could not log out.  I made a cup of coffee, fed the cat and dogs, lit the fire and was still waiting for the blue balls to stop bouncing so I could actually log out!  In the end I just switched the computer off.

I cannot go elsewhere as there is no other provider in the area.  I would dump EE in a heartbeat if there was an alternative.  I have been with them since they were Orange and watched as they slowly got worse and worse,  Now they are now BT, I dont suppose things will get better.

[teedoffwithee]

Thanks. I have always found the site  slow but now I cannot even get on. also I have pretty much lost signal in the house and have had to buy an esim from honest mobile and one for my wife as well. We both used to have good signals but now lucky to get 1 bar. Something has gone terribly wrong.