How long is it going to take to fix the EE app and website

[Sam1585]

I have joined EE around a month ago. I’ve been using the service fine but I want to log into my account and check my bills and services etc. every single time I log in it says “it’s not you it’s us” “try again”, “page not loading”. This has been like this for weeks. It’s unacceptable not to be able to view any of these details. How long does it take to fix???!!!

[Leanne_T]

Hi @Sam1585 

Thanks for coming here 🙂

Have you reported the EE account to our mobile guides on 150 to get this looked into and support ticket raised for your account if needed? 

Speak soon. 

Leanne.

[Sam1585]

I called last week and another week has gone by and it still isnt working.  I left sky to come to EE and to be honest so far its been a shambles and im wishing i hadnt bothered.  My order got cancelled despite being sent all the kit.  I then had to send all the kit back as they had to re order it all and start again.  I keep getting reminders to send it back even though i have sent it back already and have proof of postage.  Now every time i log in, wanting to check my new plan and account,  all i get is errors and problems.  Its so frustrating.

[Sam1585]

also - i cant seem to pair my hub with the app either it just says pairing for ages and nothing happens.  Its such a frustrating process. I wish someone could help its painful knowing I will need to call EE againt tomorrow to try and sort this out

[Christopher_G]

Hi @Sam1585 

I understand your frustration. Is your hub a home broadband or mobile broadband?

Chris

[Sam1585]

Hi my hub is broadband. I have broadband and tv package. 

[KevT5]

Hi Sam

Im also having these issues I move across from BT but I could see all my details last week after hours spent on the phone I can’t see anything WiFi controls, bills etc… but also when I do login it says add device products etc.. I can see my eetv and ee broadband account to choose to link but says already linked with another account. The services are running but it’s a pain I can’t control anything or check my bills. Hopefully it will get sorted soon.

[phoneuserjohn]

I have also had horrendous issues e.g. being left without a landline connection.

My big problem now is also the website. Upon logging on I now have a message saying: "Account Closed". I have only been a customer for four weeks. Whilst all that  anyone can do on this forum is tell the customer to phone EE it is completely obvious that no one at EE knows a thing about the website. Others advice raising a complaint, which I would assume would be of no more use than the supposed "Ticket" that has been raised on my website fault. I have been promised return calls but I have as yet never received ONE.

Where the hell do we go from here?

[UkzVortex98]

it's be 2029 time they think this mess BT is in with New EE wish they roll us all back to normal old BT before all this mess just sends us all out of BT Smart Hub 3 with Bt branding 

[phoneuserjohn]

It is completely obvious that there exists no one within the EE call centre that possesses any technical expertise whatsoever. I have even tried to help by assisting them with a guided diagnostic programme for their none technical helpline operatives to use. It would of course require EE to make an additional investment which they are obviously not interested in. In short we have a skeleton, barrow-boy service.