Cannot access pack information from EE app or website

[MaryMW]

Hi.  Has anyone of us experienced difficulties accessing information from my ee app or website?  I was able to log in, but other information just does not load.  There is a statement sayng that ee is experiencing some difficulties getting my information to me.  I lost control of my account because of this.  I tried using different devices and browsers.  None works.  Any advice and sharing would be very much appreciated.  Many thanks.

[Linzi_H · Accepted solution]

Hi @MaryMW 

I know you'll want to get this sorted out so you can start to manage your services online. 

If you're having the same issue in the EE app and your main online account, I'd advise you to contact us directly so we can make sure everything is set up properly. If the account is set up as expected but things aren't working, then one of our Guides can raise this with our technical support team. 

I am super confident that we can get this all sorted for you.

Thanks so much,

Linzi 😊 

[MaryMW]

I did contact EE via 150 and was told that a ticket was raised for technical support.  Unfortunately nothing happened so far.  I would really appreciate somebody who could really help.  I could not even top up.

[MaryMW]

Any further advice would be very much appreciated.  

[Katie_B]

Hi @MaryMW. 

Thanks for getting back to us. 

If a ticket has been raised this means it has been sent off to our Level 2 technical team who will investigate this for you. 

Did our customer care team provide you with a timescale?

Katie

[MaryMW]

It has been two days since I first called customer care.  It is almost time to top up now without loosing the service hence I am a bit concerned.  Is there any way out?  Many thanks.

[Katie_B]

Hi @MaryMW. 

Usually, it can take around 72 hours for the team to look into this. 

If you want an update I would recommend giving us another call. The team can also help with your Top-Up. 

Katie

[MaryMW]

It is now over 72 hours and nothing happens...I have been calling the care team a couple of times and a Level 2 ticket was raised at one point.  Would appreciate if the technical team can come to help.

[MaryMW]

i have been experiencing the same problem for days now.  would appreciate to know if there are new ways to approach this issue. 😭

[Linzi_H]

Hi @MaryMW 

I'm so sorry you've still not heard back from the team about this yet.

Please call us directly so we can check what stage things are at. 

Linzi