Can't log in anywhere

[XMcInt]

Hello,

I haven't been able to log into my account since March, either on the website or the app. Finally made an official complaint a few weeks back and was told that they are aware of this problem and just wait. I have not been told this in the several conversations and chats I have had since March. Not sure what to do. I cannot manage my plans (I don't even know what I have anymore!).  Help?

Thank you,

Ximena

[Schockwave · Accepted solution]

Hello @XMcInt ,

Welcome to the community,

I would suggest ringing customer service and asking them to refresh your account, this should resolve things.

Please make sure that you have the latest app, which came out end of last week.

[XMcInt]

Hi Shockwave,

I have spoken and texted with several people since March and not a single person has been able to fix my issue. 

Today I tried again and it is impressive the range of "this doesn't work" messages EE has.

[Peter_W]

Thanks for getting back in touch @XMcInt.

Whilst we may see multiple threads around accounts and logging in, each person's account will be set up in an individual way, so we can't guarantee they'll all be facing an identical issue.

If you've logged a complaint around this, then it should absolutely be left open on you account until we've reached a resolution, and if you're unhappy with how things are being handled you're welcome to look into escalating this too.

You can find more information on our complaints and escalation process via our complaints code of practice.

Peter