EE app and website not working

[Barney99]

We took EE for mobile sims and broadband late November 2023. Accessing the app and website has been a disaster from day 1.  Fed up with contacting EE about it. Seems there are known bugs that have been there since prior to our contact.  Now all we get is a page saying our account is closed!!  Leaving for three months in Spain tomorrow and mobile sims and our roaming package is essential. Hopefully it’s only the app and website that has failed and our accounts are running well.

[Barney99]

Been travelling so not updated yet.
Whilst the colleague , Bradley, we spoke to, was really helpful he did escalate the issue to IT who would call back within 5 working days Disappointed that they have failed to respond. EE seems totally fragmented for any real support.

They did forward a case number which, at the moment we cannot trace.
Given up now

[Katie_B]

Hi @Barney99. 

I am sorry to hear you have not yet received an update. 

Once the team have investigated this they will be in touch. 

If you wish to chase this our customer care team on 150 will be able to view any updates. 

Katie

[Barney99]

Following my last post on this topic we still cannot access either. Travelling in Spain for a few months and unable to monitor data usage or bills.  On the 12th February we thought we had cracked it with good technical support that escalated it to I.T.  We were told they would respond in 5 working days.  Nothing to date!! Ring them again is the only option but we are frustrated with, Whilst mostly helpful and nice support, it is fragmented. Even poppit had better support !!!. The community responses from EE are not providing any constructive support. Only other option is to write in!! Given up

[Leanne_T]

Hi @Barney99 

I am very sorry the support ticket is taking time to resolve for you. Our support team will be working on a resolution and as soon as there is an update the team will be in touch. 

Leanne.

[Barney99]

They should have replied already with an update, even if they are still working on it. Totally discourteous at least if not unprofessional. Ask someone to call with an update. We are unable to monitor our data usage whilst roaming, they need to call on ***********. We leave it to you to chase.

Regards

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Leanne_T]

Hi @Barney99 

I am sorry we have no account access on the community to check your account for an update and your personal details have been removed from the public forum. 

If you visit add-on.ee.co.uk when not connected to WiFi your data usage should show. 

Leanne.

[Barney99]

All details are still on the community so no issue with that. Cannot access or connect to that add on page for some reason.

[Leanne_T]

Hi @Barney99 

The thread would remain, any personal information like numbers/email would be edited 🙂

Do you have WiFi turned off? 

Leanne.

[Barney99]

No all connected. It says it’s currently unreachable. Looks like we need to write in when we return home in May to clarify the issues as we feel they are not being addressed. We are paying for things we have never been able to access.
You guys have done all you can, unless you can feed back to technical or customer service.

Don’t really want to spend hours on the phone from out here.

Thanks again

[Leanne_T]

Thanks for trying @Barney99 

To access the add-on page you would need to make sure WiFi is turned off. 

If you would like to discuss your account with our complaints team please see our Make a complaint (ee.co.uk) page. 

Leanne.