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!

[JoeDev]

This is absolutely shocking service from EE. reading all of these customers having the exact same problem for months, and nobody getting a resolution. I first noticed this problem around June or July this year. Ended up giving up trying to access my account. getting the same errors as some of your other customers where you just get a blank page after logging in, and it just loops back to that blank page. no matter what device I try and log-in on, still the same result.

It's very obviously a problem with the EE website, and it appears that nobody is taking notice or trying to fix it.

For the community support team here, please don't ask me to just repeat the steps that you have the other people - you guys need to be raising this for us collectively as an active issue and complaint that is affecting many customers.

[southofnorth]

The worst of this is that it’s impossible to place an upgrade order so EE are losing business because of this. I find it hard to believe that the staff on the forums don’t realise there are issues and keep asking the same questions over and over again. Any other business would have a service management team who would quickly realise there is a widespread problem and be getting it fixed. This has gone on long enough. 

[NineW]

 I actually spoke to EE ref the issues on their website and was told they would be resolved within the month, that was over a month ago and I still cant access my invoices!!

[JLC94]

After 2+ months of issues, I've logged in today and it's working so maybe that is true?

[JoeDev]

I've just tried to access the EE shop, and the upgrade options (same as @southofnorth ) as that is what I ve been trying to do since June, but I still get the blank page, so that side of things definitely still isn't fixed.

To the community staff - are you going to raise this for us and get it looked at as an issue that is affecting lots of us, rather than asking us to do it individually? If we do it individually then it isn't being registered as an issue that is affecting more than just one user at a time. We need somebody to take control of this issue and provide us with regular updates collectively.

[Lesley_W]

Hi @JoeDev 

Here on the forum, we don't have access to customer's accounts. We recommend everyone reporting it individually, but our teams do look for any patterns in customer reported issues and flag those accordingly.

If your issue is one that has been logged already, our team would add your details as someone who is also affected. If not, they would raise this individually. 

Hope this helps

Lesley

 

[lygi]

this is a site wide issue. Not account-related. Page literally died.

[JoeDev]

It doesn't help Lesley. This isn't an issue that is unique to my account. You don't need access to my account. This isn't an issue that is related to our devices. This isn't an issue that is related to your customers. This is an issue that is related to your website/app. Your website/app development team need to be made aware that there is an issue affecting your customers. It isn't EE's usual faults/technical team that need to be made aware of this as it isn't an issue with a device or settings or data etc.

You guys need to be letting the relevant team know for us.

[ladydev]

Yes 100% it is the website. Not to do with our individual accounts. 

I appreciate everyone is trying to do their jobs there but it is very annoying to be told to report this all individually or do specific steps as an individual when this is clearly an issue with the website. 

[lygi]

@JoeDev  I would like to see upgrade charts for October - as nobody can access  offers 😉 Web Dev  team has one job. one!