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!

[Steffan1981]

Its obviously nothing to do with my account.

[Leanne_T]

Hi @Steffan1981 

If you are unable to view details in your EE account online, the team can check everything is set up correctly for you and raise a support ticket for the issue if needed. 

Leanne,

[Steffan1981]

I put my email and password in and i get a message apologising that the website is unavailable. For the last 2 weeks? It'll be less effort to just get a better deal when my contract runs out than to bother with "raising a spport ticket"

[Steffan1981]

 

[JLC94]

I've had the same problem for a couple of months. I raised it with EE was passed to various levels of support before being told it's because of a system migration earlier this year (I'm not sure what system, possibly something to do with customer IDs though?). Anyway, I've rang multiple times for updates because the original 3 business days SLA kept passing. This evening my complaint was closed despite there being no updates or resolution. 

[Steve429]

Hi

I to have been having the problem of logging in to the app when going onto the Web page, is logging me on but won't allow me to see my account details for checking my bill although you send me a nice email to check my bill every month.I must admit I'm getting rather cheesed off with EE after 15 years of loyal service, twice now I have been onto technical support for over an hour each time to check this,check that and to be told at the end of the conversation it will be fixed within 48 hours ,told that the error has been passed upto  a higher technical team and hey guess what even after 2 more emails with ID ref number attached still no answer and no fix!!! "Come on ee get it sorted?" Or you will lose another customer I refuse to upgrade my phone when receiving 2nd class service.. 

[Miki007uk]

Hello, I've the same issue over 5  months now.. Was working fine for 9 years then suddenly unable to log in into my app. They emailed me said the issue has been been going on some time and they still fixing it.. I made a complaint then they provide me a monthly statement for free until my contract end. Is so annoying that EE can not fix the issue and let the customer feeling the pain. Thinking of leaving them when my contact end.

Hope this information help you all.

[Jkennedy141414]

I also cannot access my account have been locked out for 3 months. Raised numerous times and still no resolution. My queries have also been automatically closed. I don’t see why this happens to a massive organisation. Better still I cannot access my TNT add on either as that also doesn’t work. This really needs sorting asap. 

[ladydev]

I have had the same issue where i log in successfully and then try to clikc on bills and payments , or indeed any thing. 

For the people at EE, the issue on the console log of the browser is that the user is being denied access and is returning a 500 *also a weird error*, because the user has expired. This is clearly an issue with the way you are doing tokens as the expiry date is either set immediately to the timestamp you log in, before then or not set at all. Either way it is not good. Maybe check the timezones are messing up. 

Anyway it is very annoying because i need my invoices for the VAT accountant person!

[Linzi_H]

Hi @ladydev 

Welcome to the community.

If you're having trouble with the EE app and your main online account, please contact us directly so this can be looked into further. Our Guides will be able to advise the best next steps to get access to your bills again. 

Linzi