Can’t access my account details via web or app

[_MrR_]

Hi there, 

I’ve been unable to see my account on My EE for a few weeks now. I have the correct username and password, it sends the one time password periodically which works but instead of seeing my account, I see an error page saying try later.

I’m posting here rather than calling as I wanted to know if it’s a known bug / issue. If so, I have no urgent need to see my account so can wait it out. 

If not, I’ll need to report it. 

Thanks 

 

[Chris_S]

Hi @_MrR_ I can imagine it's frustrating when you need to get into your account but you're having issues.

I'd recommend uninstalling then reinstalling your app, as that tends to fix a broad range of issues.

Could you let me know how you get on please?

Chris S

[_MrR_]

Hey @Chris_S 

Thanks for the reply.

I deleted, re-installed and eventually hit the same error. 

Got the same issue if I try to access via a web browser so it’s definitely a ‘me’ problem. 

Can you flag it to someone? It’s the same username / email that I use for my portal sign on (assume you can see that)

Many thanks 

[Smiffa]

Same here; never been able to access my account since switching to EE/BB earlier this year. 

Uninstalled app, reinstalled app - no good.
Access via web browser will shunt you on to the (latest updated) EE app with equal non-productive results.

”Seems to be a problem” should read “Communications is our business, unfortunately not our strongpoint!

[User1313]

I have exactly the same problem for 2 months. I called support several times, went to the service center twice. No one could help me. The only thing they told me was "why do you need an account, you can check your SMS balance".😡

[mkcomputing]

I have been seeing that message for weeks. I get locked into a login loop that takes me there.

If you look at the reviews of the Android App on the apps store you will see a long string of recent * reviews saying the same thing. It is clealry bust

All you get from EE is a bit of boilerplate tax about making "constant updates", invitations to message EE on Facebook or TwiXter, or to ring support. No acknowledgement that it is clearly bust.

Here's the grim sequence

Two different Android devices. App uninstalled and reinstalled.

EE is in denial.

[User1313]

I have exactly the same problem 😕 

[Alex_H]

Hi @_MrR_ , @Smiffa, @mkcomputing, @User1313,

I will send you all a PM if you can please check your inbox and respond when you can to help get this investigated.

Alex

[mkcomputing]

Recommending that users uninstall and reinstall the app (see above) will do nothing for the seemingly associated problem using a browser on a PC.

To add to the library of fun pictures. here's what happens when I try that:

Firefox and Edge.

Is EE still handing out duff advice and claiming that there is nothing wrong at its end?

What happens when I want to buy some PAYG credit for one of the family phones?

It can see my profile. So I am logged in.

I can also try to sneak up on the appropriate page, via the Basket > Manage Accoint. Then we get that same message. 

[mkcomputing]

To add to the art gallery this is what I see when I click the link in the text message I receive about the monthly bill:

I get that from here:

A text message on my phone.