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!

[DP1993]

Rang up 150 Yesterday (20/09) Spent 35 mins on the phone with customer service team (15ish minutes on hold). Told them I've spent a minimum of 6 weeks without the ability to access to account and was currently unable to pay my bill, which was due the day before. Was sent a text for a callback in order to pay it after waiting a couple minutes after completing.

I was given a 3 business day ticket for IT and window to find the issue and fix it. That'll take until Thursday to be resolved at best with a definitive answer. 

Please understand this, in the politest of ways, I don't spend £124 each month (I know others pay more, or less each month) to not have access to my account for 6/7weeks, as well as apparently being, as a company, blind to a server/account issue for this long. I have been a customer of EE for 8 years. I know there isn't anything set in stone for compensation, but there must be something you can do, to help out other than whats been offered other than guidance and/or calling 

[Leanne_T]

Hi @DP1993 

Thanks for getting in touch to get the support ticket raised. 

I am sorry we have no account access on the community to look into any possible credits for this issue, if you would like to discuss your options you would need to contact the business team. 

Leanne.

[Miki007uk]

I’m with EE over 9 years too and use the same account until now, the same problem over 3 months unable to access my app and on the website (as shown above). Spoke with customer support 3 times and they can’t not resolved. Trust me I did everything including changed ID many times and they still don’t work.
I emailed complaint the problem with Sam ****** (Executive Complaints) and he explained .. “We are looking into ways to get you access to the My EE app/online service, I understand that this issue has been going on for some time”

So here you go, they trying to fits it but unsuccessfully and unsure when the service will be back.

I’ve enough now, when me and family contract end will leave EE as paying the premium doesn’t get a good service so why should we pay and stay. The end!

[mod edit: removed employee details from the community]

[Miki007uk]

I’m with EE over 9 years too and use the same account until now, the same problem over 3 months unable to access my app and on the website (as shown above). Spoke with customer support 3 times and they can’t not resolved. Trust me I did everything including changed ID many times and they still don’t work.
I emailed complaint the problem with Sam ******* (Executive Complaints) and he explained .. “We are looking into ways to get you access to the My EE app/online service, I understand that this issue has been going on for some time”.. So here you go, they trying to fits it but unsuccessfully and unsure when the service will be back.

I’ve enough now, when me and family contract end will leave EE as paying the premium doesn’t get a good service so why should we pay and stay. The end!

[mod edit: removed employee details from the community]

[Miki007uk]

I’m with EE over 9 years and use the same account up until now. the problem occurs over 3 months unable to access my app and website. Spoke with customer support 3 times and they can’t not resolved. Trust me I did everything including changed ID many times and they still don’t work.
I emailed complaint the problem with Sam *******(Executive Complaints) and he explained .. “We are looking into ways to get you access to the My EE app/online service, I understand that this issue has been going on for some time”.. So here you go, they trying to fits it but unsuccessfully and unsure when the service will be back.

I’ve enough now, when me and family contract end will leave EE as paying the premium doesn’t get a good service so why should we pay and stay. The end!

[mod edit: removed employee details from the community]

[DP1993]

Hi, 

My EE account is still having the same issue from 2 weeks ago and I haven't been able to access my account in/over 10 weeks. Obviously something isn't going right on EE's side and a complaint has been filled 

[Linzi_H]

Hi @DP1993 

If you've raised a complaint with us already, a member of our team will be in touch to discuss the next steps. 

Thanks so much,

Linzi 

[Steffan1981]

Same issue here. Havent been able to log on to my account through the website or the app for over a week. Will be cancelling my account as soon as my contract ends.

[bruce0j]

Don't know how this post got a solution, anyway to update the situation at my time of posting the original topic I could at least get onto the shop and look at possible upgrades now I get shown "Get a new device from N/A" like my phone/account doesn't even exist... seriously looking at ways to drop EE without paying an exit fee because this is ridiculous.

[Leanne_T]

Hi there @bruce0j 

Have you been in touch with our tech guides to get your account looked into? 

Speak soon. 

Leanne.