Manage EE account

[allmuddled]

I am currently unable to access my account information (billing, data sharing etc) in the app and in the website.

If I try to link my subscription, it gives me a generic error.

@support Please could you take a look at my account for any issues that would prevent me from managing my subscription please? 

Thanks for your help.

[Demonic666]

Don't hold your breath.  I rejoined EE a couple of weeks ago and I'm still not able too access my plans on any device. 

If you ask anyone on 150 they'll say it's been broken for a couple of days.  When you point out that you were told this a week ago, they change their story.

If I try to link my number to my account it says that it's already linked.  If I had any hair I'd be pulling it out.

To make matters worse, if I try to log in on the website, it sends a code to the number that I had before I ported my number in, so it goes nowhere as that number isn't active anymore.

Their systems seem to be a shambles at the moment, possibly worse than those of the OBR.

It seems that rubbish levels of service are what we have to accept these dsys.

Good luck.

[Debbie_G]

Hi @allmuddled.

Welcome to the community.

I'm sorry to hear you're experiencing issues when trying to view your account information through the website and the app.

We don't have the ability to access your account to check this for you here on the community. If you give our team a call, they will be able to check your account details further and help get this sorted.

Debbie

[Demonic666]

Unfortunately your team can't help.  They simply say that "the back office team is working on it.  We have no estimates of when it will be fixed." 

It's not their fault, but equally it's not their responsibility to fix it.  That dubious honour belongs to your back office technical guys and they don't appear to have much urgency in them.  After all, it's been two weeks already. 

It's very annoying.

[Debbie_G]

Thanks for letting us know @Demonic666.
I'm sorry this has been ongoing for 2 weeks, you've done the right thing in reporting this. Our Technical Team will be working to fix this as soon as possible. 
If you'd like to raise a formal complaint, you can do so using our Complaint form. A dedicated team will look into this and contact you directly to talk about it.

Debbie

[allmuddled]

Thank you for your feedback,

Just to save me the time calling in, waiting on-hold, explaining the issue again, waiting escalation...etc..  Can you help confirm if this is this currently a known issue with the EE app/website and actively being investigated?

[allmuddled]

Thanks- it sounds like your issue *might* be slightly different.

I've been a customer for more years than I probably care to remember, and have always been able to access my account info through the app/website.

My issue is; the account info is now all gone and trying to link my number (with the code etc) gives me:

"We're having trouble linking your products. You can try linking again or come back later when we've fixed things."

On the bright side, at least my hefty bills still arrive right on time.. glad they get that part right 😄 

[Demonic666]

Yeah, I bet they pull everyone in if there's a risk to cashflow.

I actually left EE for all of 2 days.  Can you believe that O2 were worse?  I couldn't even send text messages to a number on the same account.

But their tech support did ring me back.....a week after I left them.  😁

There do seem to be issues around the EE account access.  I know that it is definitely affecting "new" customers.  But there has been no communication from EE on the issue so it's hard to say, with any clarity, if the issue is restricted to new customers.

EE, maybe you should put some information out or share where we can get some details of the issue and check on progress.  Your customer care staff seem to be equally in the dark. 

[allmuddled]

I called 150, they said my account info wasn't linked anymore, so after adding some profile details (date of birth etc) they linked my EEID with the account again and after logging out/back in and setting a pin (which I also didn't have before)- this appears to be resolved for me.

However, they did say a number of customers are still reporting the same/similar issues since November and they continue to work on it as of now.

[Demonic666]

I just tried again and got the same error.

Mine says that the SIM that I'm trying to link is already linked.  It happens with both numbers on the account.

So part of the system (the linking) is working.  But the bit that is supposed to show me the details of each number against my account is obviously broken.