Can’t see my bill on the app and website

[angenike69]

Hi, 

I can’t login in my app and if I login in the website I get a message that the service isn’t working.

I made an upfront payment on my bill and I can’t see if payment was received and if I’m in credit.

if I text balance or bill on 150 that payment isn’t showing up.

I can’t talk on the phone as I got language barrier.

There are any ways to see if that payment went through in my account?

There are other people that has my same issue on login in their account? Or it’s just me?

Has someone an idea when they will fixed that issue?

thank you

[Chris_B]

@angenike69  as you receive that message when you log into your account you need to speak to customer support and request that they reset your account. 

[Ritu_D]

Good morning @angenike69 

Thanks for reaching out here on the community. 

I am sorry to hear you are having these issues. 

As the payment is not showing up when you text bill to 150, I would recommend checking in with your bank too. 

The best way to confirm the payment and get your online account working again would be to Contact one of our guides as Chris B mentioned. 

Thanks 

Ritu 

[angenike69]

Hi at last I made a call and they told that they are having an issue that will be fixed in around 24 hours.

I hope so

[angenike69]

Does anyone got fresh and new information about app and website issues?

thank you

[Schockwave]

@angenike69 , what is your problem?

If you are having problems logging in both via the website and the app, I would recommend ringing customer service by pressing option 2 and speaking to customer service to do an account refresh, this should sort things out.

[angenike69]

I already did thank you.

they got issues with app and website but they don’t know when it will be fixed 

I just want know if someone has different information or get that solved 

[Schockwave]

@angenike69 , thank you for letting me know, it looks like there are others having the same problem, which will need to be investigated before it is resolved, as to why you and others are having these issues.

[angenike69]

Yes the lady on the phone told me it affects some people and not all customers.

She doesn’t know when it will be fixed and her suggestion was just “keep trying” 😞

[angenike69]

I had been 3 days that I’m looking to sort that, 

I tried to get info from ee, from that community group, from er facebook, from twitter and I didn’t find any useful answers.

It’s nor my intention to offend anyone but I’m expecting to find more properly answers and more knowledge if I ask for help.

The live chat is just on the app, if you ring 150 they can’t tell anything new, if you looking on internet it just suggests you to clear the cache or uninstall the app and install again.

Ee website keeps telling you to download the app for a better result.

I just miss to put my phone in the washing machine for clear it better and I’m done.