Message - "We can't load this right now" online and on App

[CandynSteve]

Can log on but only to see this message all the time.  Can view profile but nothing else.

[dawncollins1980]

Ive had this issue for 5 weeks

[CandynSteve]

have you raised it with EE?  They didn't seem to recognise it when I called.  Have you recently renewed contract like us? i suspect that the problem's to do with accounts moving to new system.

[Linzi_H]

Hi @CandynSteve @dawncollins1980 

Welcome to the community.

If you're struggling to access your services online and through the EE app, then our team certainly needs to take a closer look at this and your online account setup. 

When you spoke with our team what were the next steps they suggested?

Linzi 

[CandynSteve]

To be frank they didn't seem to take it seriously.  I did also ask them to reopen a closed complaint because I hadn't received a response about it, so maybe that distracted them.

The complaint was about the transfer to your new systems during what was, from our end, a simple renewal of what we had before.  I suspect this error is part of the same problem.  We can't log on at all this morning.

It seems very hard to talk to anyone about problems with the App and the Online system.  Please do help escalate this.

[Linzi_H]

I'm really concerned to hear this @CandynSteve, and I'm so sorry you've been left with this impression. 

Whenever you report an issue to us, then the team should take this seriously and work on getting a resolution in place as soon as possible. Our technical team would review any issues and if they're unable to resolve on the call, they should then escalate this further. Either by sending this to our level 2 area, or raising a ticket for further support. 

Are you expecting further contact back to follow up on your complaint, or what was the agreement when you last spoke to us?

Linzi 

[CandynSteve]

Well, to be clear, I didn't speak to a technical team.  I selected 'I am thinking of leaving EE' because, as I said, it isn't obvious how to speak to someone about the website and the App.  So I spoke to business retention.

What the person said was that they'd send me an email to confirm our conversation and to open the closed complaint.  However, no email came.

While I'm abroad I really need some way of having an email dialogue to try to get this resolved, please. 

[Linzi_H]

Ahh, thanks for letting me know @CandynSteve 

This is where the confusion may have come from if you haven't managed to speak with the right area. 

I think the best next step would be to reach out to our complaints team directly using the web form. Just a heads up, our current response time is 7 days but you can request an email reply. 

I hope this helps. 

Linzi 

[CandynSteve]

Thanks for that, I'll try that link.

But how do i get the login problem resolved? Can you not pass it on to the right area and ask them to contact us via email, please? Otherwise i still don't know how to raise it as  problem.

Thanks

[Linzi_H]

We don't have any account access here @CandynSteve, and to understand where the issue is coming from our team will need to check this first, then your online account setup. 

If you're unable to call and speak to the relevant area, please use the web form and our complaints team will get back in touch to help further with your online access too.

Linzi