EE account login via browser and app-suddenly not possible now

[Dingdongbell]

I have a SIM arrangement where I keep my account topped up and EE deduct £10 each month, for which I get minutes and gb of data.

Up till now, I could login either via my browser or the EE app, and I could choose the mobile number and then be presented with balances, usage etc for that number. This feature has apparently disappeared, so that nowhere on the site can I find this data.

I was also able to top up with a card and that info now seems inaccessible.

What is going on and how am I now expected to manage my account? I have tried the usual stuff of deleting cookies, reinstalling app etc. 

I keep being asked to link my devices, then give them the phone number and receive a text validation code. I then tick the account holder box and ask to "link products"When I ask to link, I get the message "We're having trouble linking your products. You can try linking or come back later when we've fixed things". I've retried this several times, but now just go to "Stop linking for now" as I get the same error over and over again.

What is going on?

[Northerner]

Hi @Dingdongbell 

Are you on EE PAYG. 

When did you last make a chargeable call or text.

Thanks 

[Christopher_G]

Hi @Dingdongbell 

Welcome to the community.

If you give our customer support team a call, they'll be able to make sure everything is OK from our side, and that your products are linked correctly.

Please let us know how you get on.

Chris

[Dingdongbell]

@Chris,

Thanks.

The technical chap who called me back after I had spoken to a couple of other people was able to sort this out and delink the dead number and relink my live PAYG.

Although I was told that sorting out the browser glitch and the delay in the app appearing right might take a couple of days or more, I have just been trying both the browser and the app , and I am pleased to report that both now show the information that was there before. The cause clearly was a single login for 2 numbers, but the login target was the "empty" dead number rather than the live one.

Nice to get something fixed in a day with people who know the systems well and can readily understand any explanation of the problem(s). I wish everything tech was like that!

[Christopher_G]

That's great to hear, @Dingdongbell 🙂

Thanks for coming back to let us know that it's all working now.

Enjoy the rest of your weekend. 🙂

Chris