My profile is not loading

[JCHinson]

Can’t seem to log into the app or the website to view my profile. Just keeps returning an error. I have an upgrade going through in the next couple of days, could this be the reason? But it’s been going on since Monday so I don’t understand it. Help.

[Peter_W]

@JCHinson @KrisDaMofo Thanks for confirming that you've both tried the password reset, and I'm disappointed you've not had any success from there.

If you're all up to date on both your phone's software and the app version, my next recommendation would be to give our technical team a call so they can continue checking through things at our end. 

Often this could be linked with how the account is set up and a ticket may need to be raised for further investigation, but we always want to make sure we've looked into all the factors that could be causing this.

Peter

[James2426]

I will share what I have done thus far. 

uninstalled and reinstalled the App on iPhone 13

reset my password 

my circumstances 

I changed from a pay as you go to a monthly subscription but keep the same number. 

I welded a package of EE broadband, phone and EE tv together. New on the app it is asking me to select a 4 digit pin and to confirm it. 
I can log onto the webpage, but my profile doesn’t load. 

if we have similarities in any of the above, we may be able to pinpoint the issues. 

[James2426]

I have done all of the above. 
They told me Friday when I called that they had had 17 similar cases in the past few days. As people are unlikely to need to login to their EE account daily, I would suggest these numbers will grow. 

[KrisDaMofo]

So far I’ve,

reset password many times

uninstall and reinstall app several times

phone is always up to date on software

nothing has changed on my account since setting up 26 months ago. 

[KrisDaMofo]

I myself usually sign in weekly as I pay an amount each week onto account so I normally have enough on credit that normally covers my bill in full. And also the inconvenience of not transferring data to family. 

3 months remaining and I’ll be leaving as the signal in my area is terrible since 3 network installed a mast. And even after contacting support and trying to work through the area problems nothing has ever changed. If I don’t use WiFi calling at home I’d never be able to use my phone to make or receive calls. 😞