Can’t access my account

[Cloudofutopia]

I have been unable to access my account through the app and website for months. I can’t check my bill, or pay it through the app and website - it says an error has occurred. I spoke to customer service through chat and they just told me it’s being worked on (2 months ago). They also told me they had no facility to email me a copy of my bill so I could check it!! They could send a copy through the post (which would take up to 14 days), for which they would charge me.. even though the issue is theirs. Where’s the transparency with billing??!

[JOGLE1]

Hi, My ‘EE executive complaints contact’ tells me it could take months to resolve!
I was ‘transferred’ from BT in November. Ever since I have no access to my a/c or bills even after writing to the Chief Exec
Just get bombarded with EE advertising on TV and radio.
Sent from my iPhone.
A joke if it wasn’t so serious!
Good luck!

[Ittencolour21]

I screen shot this from their website yesterday so I can use it to take my complaint further. I'm fed up with large corporations spouting nonsense that they cannot in anyway live up to. "the UK's most personal, customer-focused brand"

The problems seem to have started after they became "NEW EE". 

[KarineCampos]

I'm having the same issue for the past 3 months. After reading so many threads like that in this forum and calling them many times, I'm seriously considering leaving EE (Business account) as I don't have much hope for them to solve it anymore.

[watki]

Just the same here in Feb 2024. Migrated to 'New EE' when our broadband contract expired, and the techy bit is now working. But when I try and logon from my Desktop (Windows 10) using my email, it still brings up the old Legacy bills from before the migration, and although I have a new account number, I can't see any New EE  bills or payments. After many calls, they tell me it is a huge problem, and no timescales for a solution, But they were quick enough to make sure the new Direct Debit to the New EE account works!

How can a large corporation be allowed to take money but not let you see the bill? They tell me I can ring up, go through security, and they will tell me over the phone!

This is not acceptable

[Cloudofutopia]

Finally resolved after 9 months, several phone calls and a visit to the EE store. Turns out that my son’s email address was linked to my account for a phone I added to my account for him years ago, but which all of a sudden started causing an issue last year. It took this lovely lady 5 minutes to find the issue that others found not in the last 9 months!

[Katie_B]

Thanks for coming back and letting us know @Cloudofutopia. 

It's great to hear this is now resolved. 

Have a great day. 

Katie 🙂

[xxjules]

I am currently having this issue for 2 months still no resolve too it would you suggest going into the EE store to get a solution?

[Debbie_G]

Hey @xxjules 

Welcome to the community.
 

What happens when you try to log in? 

Are you getting any error messages?

Debbie 🙂

[Cloudofutopia · Accepted solution]

Issue resolved. It appears that somehow my son’s email address was connected to my account. It has been removed and I can now log in!

[newforestuser]

Very pleased for you - big sigh of relief.  But I somehow doubt that for the rest of us (hundreds, thousands?) the solution will be as easy.

I assume you weren't offered anything as recompense for all your wasted time and stress? No, thought not.