EE Website & App unable to log in

[bruce0j]

Hi,

I have been an EE customer for the best part of 11 years I pay my bill normally through the website due to my pay day changing and recently I can't do anything on the website or the app and this has been the best part of 2 months! I have tried logging in on desktop both on edge (ugh!) and chrome and also through the app and this is what I get (see below screenshots) and opening my profile on the website just shows my basic information not even my contract or anything!2 Different web browsers (edge & chrome)

 This has been a string of disappointments recently for my time with EE while I'm still just over a year left on my contract (not that I can check online) I will be highly tempted to change provider soon...

And if any rep asks me to ring 150 don't I've already seen those forum posts have an internal team check this stuff as a website and app access should not be broken for this long!

[Rach_H]

Hi @bruce0j,

Welcome to the Community!

We don't want you to have any trouble logging into your account, or paying your bills, so I can understand your frustration with this.

Our Faster Payment page is a great option for still making a payment, without needing to log into your account, but I appreciate that this does not resolve the larger issue.

We've not had any other reports of people having difficulty accessing their accounts, so it would seem that there is something in the background of your account which is causing this problem, and not with EE accounts on the whole, so you would need to speak with our team in order to get this sorted, as we do not have account access here.

Rach

[DP1993]

I have also been having the same issue since end of July 2024. Thought it was just an internal issue or maintenance but has been quite a significant issue as well. Multiple attempts to log in at different times, Same error 

[dddddddddddddd1]

Maybe you should check this forum more closely.

There are many reports of people having the same issue.

I'm having this issue, I cannot access anything in my account I just get redirected to a black page every time

[Christopher_G]

Hi @dddddddddddddd1 

Welcome to the community.

Have you tried this on some different devices and browsers? Have you spoken with our Technical Support team about it? They'll be able to check everything from our side for you.

Chris

[dddddddddddddd1]

Hi,

I've tried all sorts of devices and browsers, makes no difference

Still get the same as above - black screen after being redirected to https://ee.co.uk/what-do-you-want-to-do-today 

The tech support team should already be aware of this as it not isolated to a single account.

Thanks

[Christopher_G]

I recommend speaking to them, @dddddddddddddd1. It could be something that is an issue with your specific account. They will be able to run through some troubleshooting to try and get you full access.

Contact Us | Help & Support | EE

Chris

[KJ611]

I have the same problem. I have been a customer for years. For the past 2 months I haven’t been able to access the website or app. I get the same error messages you posted. 
I have called customer service technical help and I have been told to replace the sim, to reinstall the app, to clear the cache, to reset the account. None of this works. I’m fed up wasting my time on a service that doesnt deliver.    If EE doesn’t solve this I’m off to a different provider as soon as my contract ends.  What an abysmal service

[dddddddddddddd1]

I don't see how any of those steps would fix these issues 

It's clearly an ee back end system issue that's not updating. 

Just logged in fine on with my wife's account, no issues. Same laptop, phone etc. 

The past 2 years I've had with ee have been littered with issues, particularly with signal. 

[200puma]

I am also having the same problem

Can't login on app just comes up with sorry there seems to be a problem. If I login online then all u can see is my profile. Had this problem for about 6 weeks now so spoke to ee technical advisor and I was told it's a known problem and if I keep trying I should be able to login sometime, but still nit working and don't think this is the response I should get. 

I am unable to see my data allowance so hopefully I won't go over and be charged