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!

[Peter_W]

Good afternoon @200puma.

Welcome to the EE Community 😊

Just to reassure you first of all, on EE we never charge you automatically for hitting your data cap.

Depending on your plan, you'll either be prompted to opt into a chargeable add-on for extra data, or you'll stay connected but have your speeds restricted to 0.5 Mbps until your allowance resets.

We send you updates when you've used 80% and 100% of your allowance too, and there are a range of plan details you can check via our 150 text service.

When was it you spoke with our team about these issues, and have you been able to view your details in the past?
Peter

[200puma]

Good evening

Thanks for your email
I spoke to someone about 3 weeks ago. Yes the app worked perfectly before
and the just stopped working. The person I spoke with was a level 2
technician who I think looked at my account and all seemed OK and then he
said it was a known issue and I should keep trying and eventually I should
be able to login, but I can still not login in with the app or online

[Linzi_H]

Hi @200puma 

Thanks for letting us know you've already been in touch with the team about this. 

I'm disappointed to hear you're still having some ongoing trouble with your online account. I'm really confident our level 2 team has flagged this and will work to resolve this as quickly as possible.

Linzi 

[KJ611]

Hi Linzi

I think you may have picked up one of the respondents who is having a similar problem.

I am fed up phoning the customer /technical help line and getting no where. Can you advise how I take this further and doesn’t simply waste my time. Or preferably could you do this as the problem is on Ee’s side and I cannot access the services I am paying for

My contract is up at the end of the year and I will move if this hasn’t been sorted.

Sent from my iPhone

[Linzi_H]

Hi @KJ611 

I'm so sorry we've left you feeling this way, as it's the last thing we'd want! 

I would advise you to make a complaint online, especially if you have been in touch several times with no resolution. 

Please fill in the webform; our current response time is within 7 days.

I hope this helps.

Linzi 

[DP1993]

@Linzi_H 

Different Customer, 

Still have the same issue as everyone above and was 2nd user to comment having this issue. EE's website still has an issue with log in's for me, same for the app. I haven't been able to log into either since End of July and thought it was just a maintenance issue. 

But since then either nothing is being done on EE's website end, the message isn't being passed on or it's very slow for something to be sorted out by now. 

We, as customers, aren't being filled with hope that it's being sorted. But I doubt to be a customer after this or for much longer. I don't pay £124 per month and be a customer of EE for 8ish years to not have access to change, update or pay my bill. 

[Linzi_H]

Thanks for your message @DP1993 

I'm really disappointed to hear this has been ongoing for you.

If you need to make any changes to your account, you're welcome to contact us directly so we can help with this. 

If you would like to pay by card, we do also have a payment link you can use online.

This being said, I know how important it is to be able to manage your account online, as it also makes things much easier! 

When you spoke with us last what advice did we give you? Did the team flag you were impacted online and through the app? 

Did the team suggest to try and register for an online account using a different email address to see if this resolves the issue?

Linzi 

[DP1993]

I haven't contacted anyone, nor original comment was acknowledged, the first time that I had seen someone else had the same issue was on the 12th. I have followed the same things that has been said and stated but nothing has worked. 

Contact and Log in Email has been changed - same issue

App Cache cleared & redownloaded app - both same issues 

[dddddddddddddd1]

Just to add to this and a couple of other posts I have made.

I'm due an upgrade (end of contract)  - cannot check anything around this all I get is a blanks page.

I also checked to see if I could add another SIM to the account - blank page

The suggestion around an alternative email address is going to be a non starter for most people too.

I'm assuming EE might take notice when they see a large number of people migrating away due to the issues, until then - blame the device, user error etc. type excuses

[Leanne_T]

Hi there @DP1993 @dddddddddddddd1 

Thanks for coming back to us. 

To get this looked into and make sure everything is set up for you correctly at our end, please call us on 150. 

Our tech guides will run through some troubleshooting and raise a support ticket if needed to get your account issue resolved.

Leanne.