Login Problems

[flissyg]

Hi There, 

I have been unable to login into to my account on either the website or the app for weeks. I have tried un-installing the app. Changing my password. Using different devices. Everything!

On the website I get a message saying "unable to load" and on the app I get a message that says "oops there appear to be a problem"

Any ideas how to solve this issue?

[Northerner · Accepted solution]

Hi @flissyg 

Call EE CS on 150 and ask them to delete your online account. Then register again new and see if this works. 

Thanks 

[flissyg]

Thank you!

I tried this and they said its known problem that started on the 18th Dec 2025 and there is currently no fix but the tech team were working on it.

They refused to delete my account as they said they couldn't guarantee it would solve the problem. 

So now I have no access to my account via the app or online, and no-one seems to care enough to fix it 😑

[Rach_H]

I can understand your frsutration that this is ongoing @flissyg but if the tech team are working on this then they will get this fixed for you as soon as possible, so that you can access your account moving forward.

Rach

[New_User18375]

Hi there, are you still locked out of your account? I have had the exact same problem since last year and have contacted EE who said they would reset my account and wait until the next billing period then try logging in,…..this did not work! I have not been able to administer or even view my account for 4 months now which is totally unacceptable. I was originally thinking of moving my wife and daughter over to EE from Vodafone but now I am seriously considering cancelling mine and my son’s EE mobile contracts and my EE full fibre broadband as well. The has been NO comms from EE on this issue at all and I feel customers have just been ignored. YOU NEED TO TAKE CONTROL OF THE SITUATION EE!!!! 

[flissyg]

I was locked out for months but as of about 2 weeks ago, I can get in and it’s all working again. I didn’t do anything it just randomly started working again so they must’ve done something their end. Sorry I can’t be any more help! 

[Peter_W]

Hey there @New_User18375 

Normally if we raise an incident around your account this should be followed up on, so I'm disappointed to hear you've not had any sort of update here. 

We don't have access to accounts via these forums, but if you get back in touch with our team, they should be able to check over where we're at with things, and raise this further if needs be.

Alternatively, if you were to log this as a complaint with our dedicated complaints team, the case will be picked up and we will review all that has happened so far, and then make sure we've looked into every option we can to get things resolved.

Peter