A lot of people have hit this brick wall. Neither the website nor the app can get them through to their bills.
It is as if there is a disconnect between their account and the EE system. In my case the only way to recover access was to invoke someone on high who managed to reconnect things. I had to supply them with various details.
The details they asked for were
Mobile Number:
Error Seen:
Account number if available:
EE ID E-mail address:
It may have been coincidental, but things started working again a few days after I gave them those details in a private message.
This was a couple of months ago, after being locked out for some weeks.
It seems that this problem persists. (Check the steady flow of similar messages.) I would have thought that by now someone at EE would have got beyond the "tell us more" stage.
