I've had this exact same problem since recontracting my Broadband Digital Home Phone Service from BT to EE in October 2024. I get exactly the same experience as Dude_sweet7. I have made numerous calls to the so called tech support guides, each call lasts on average of over 1 hour with no resolution and I have sent/received almost 200 emails as a result of these calls.
My issues were escalated to what EE call ECR but that has achieved very little.
For a few weeks in June and July I was finally able to download my bills, manage my hub settings set up my Digital Home Phone settings etc. from either the EE App or EE web site but when I logged in 15th August it's all no longer there to manage so it's back to how it all began 21st October 2024.
The EE/BT guides are very kind but technically useless as this problem is an IT issue which is beyond the capabilities of the UK call centres staff so it gets referred to an offshore IT department who seem to be equally inept and useless.
As an example of just how hopeless this organisation is, in February 2025 I received emails relating to another customer who was leaving EE, my profile (using my private login credentials) had changed to include his date of birth, name and phone number, I also got emails about his equipment to be returned. From all these emails I received over a 2 week period, I ended up with his full name, postal address, email address, landline number, mobile number and account number, needless to say I deleted all this and my profile has been changed to reflect my correct personal information. So my theory is that when I recontracted last October, my account products and services were not linked properly to my EE Login ID, although this was corrected briefly, but this August, coinciding with recent updates to the App now when I login there is nothing to manage and when I try to connect my account it says it is already connected.
So almost at the 12 month point of a really shoddy experience and it's a shame because the actual Broadband service and wi-fi kit works really well (I have Smart Hub Pro and the extenders) and is better in terms of the wifi performance than the BT hub I had.
I want to leave EE as the technical support is dreadful, unfortunately this means waiting another 12 months.
