Can’t access account on app or web for 2 weeks

[Getlit]

I need access urgently to gift data, can’t login. Reported it, engineer said it was affecting other customers and gifted data for me. Ticket was closed, was told someone would let me know when its fixed. Loyal Customer of 10+ years with 3 phones at least on the account, never an issue until now, to say I’m shocked is a massive understatement. This is absolutely basic, I’m beginning to wonder about other options 

[Linzi_H]

Hi @Getlit 

Welcome to the Community.

I'm disappointed to hear that you're currently unable to access the EE app or your main online account. If you've already been in touch with our team, I presume they've gone through all the troubleshooting steps to get you signed in. 

The best next step now will be to call our team directly to open a complaint, or Fill out our complaints form, where a dedicated member of the team will get back in touch within 7 days. I'm confident the team can get this resolved.

Linzi 

[Haffy1]

I have been having the same exact same problem for the last 2 months I want to log in to pay my bill and set up my direct debit and I can’t not get into my account through the app or website!!! 

[Linzi_H]

Hi @Haffy1 

Welcome to the Community. 

Have you been able to access your account successfully before? If you haven't, it could be that your online account is not registered.

Have you been through any troubleshooting steps with our team?
Do you get an error of some sort?

Speak soon,
Linzi 

[Haffy1]

Hi yes I have been a customer for 20 years and it’s just the last two months I have not been able to get in, it just a day there has been a technical problem and to try again and it just comes up every time now it’s frustrating 

[Linzi_H]

As it's the EE app and your main online account @Haffy1, I think our team needs to take a closer look at what the problem could be. I do understand the frustration it brings when you're unable to manage your bills and payments online, but I'm confident they'll be able to help and get this resolved. 

Please call us when you have the time.

Linzi 😊