RE: THIS APP HAS BEEN DOWN FOR 3 MONTHS.

[Jvuitton1980]

I don't even know where to start with EE. This just is not regarding the app itself but other issues that need addressed too.

Firstly - The app has been down for roughly 3 months now and I can not see what the hell is going on inside the app. 

Secondly - EE, decided to change the date in which I have to pay my bills.

Third - The advisors are not educated enough in their game as an advisor.

Fourth - The advisor asked for a screenshot of sensitive login details.

Fifth - I'm still awaiting technical staff getting in touch.

So, first of all this so called EE app is now testing my patience. I have done everything I could possibly do to ensure i could enter the app , to no avail. Everything and anything I know is in that app and it is now been down for roughly 3 months, this is a bit of a joke ( I'm trying not to be negative,  but it's very difficult not to be.).

So secondly, EE decided they would change the day in which they entered my bank to pay for my bill. It has now caused a knock on effect with the rest of my bills and now for some crazy reason I've to pay £260 for my bill. This has taken money from my energy bill, so I'm going to be behind with them, now.

Third - The advisor was never on the phone when she was meant to be assisting me. The phone was quiet most of the time , when she did come on the phone, it was so bizarre and I felt uncomfortable. 

Fourth - This is when things just got a little strange. Because , I could not get into my app. The advisor asked me to screenshot my password and attempt to send it to her. I was going to send it, until my friend said " they are not meant to ask for any details that are sensitive, to one's self.

Fifth -  I really don't want to go on any further as I think I'm just wasting my time, from past experience. I have been guaranteed the technical team would be in touch , time after time. I'm absolutely exhausted and feel that I'm paying for a very, very expensive service and I'm not getting the full use of it all.

EE, if you are out there in cyber world, let's go through this whole routine once again and deal with my complaint also. Contact me

I will await you're communication. 

[Mod edit: Please do not post personal information on the public board. Thanks!]

John.

[Peter_W]

Good morning @Jvuitton1980.

Welcome back to the Community, and thanks for taking the time to share your experience here, too.

Whilst our team will always do their best to support you with issues linked to your online account, it's not part of our diagnostic steps to ask for your login details. 

These should be unique to you, and I can absolutely understand why you would feel uncomfortable at the idea of sharing these.

I'm keen to make sure we've done all we can to help with this, so I just want to double check a few details. 

Are you a customer for mobile, broadband, or both, and is it all accounts that are affected by the login issues?

Also is it just the app affected here, or are you unable to log into the browser version of your account too?

Peter

[Jvuitton1980]

Hi there,

Thanks, for your quick response. It's the app that's completely down. It asks me to type in email and password. 

It looks as if it's going to log me in then the page goes back to the start and asks me to login again. It's just the same routine.

It's the same on the website. I can not login there either.

I have the full broadband package, the smart pro one. 

I just don't know what to do as I feel like I'm going round in circles.

It starts off with can't login, contact EE, speak to advisor, lots of silence, it's bizarre, told to change password and reinstall the app, to no avail, then promised the technical staff will email mail, again, to no avail. 

Then it's starts again, can't login etc etc. 

Plus it's changed my billing dates, causing a little mishap,  to say the least. 

John.

[Leanne_T]

Hi there @Jvuitton1980 

Thanks for coming back to us. 

I am sorry the bill date has been changed and you're unable to access the EE account after contacting us multiple times. 

To discuss the changes to your bill date and get the EE app/online account investigated further, please try getting back in touch with our tech guides. They will have full access to your account history to see what has been tried already and what the next steps are to get this sorted. 

If you would like to raise a complaint to get your account looked into, you can complete the form on the Make a Complaint page and one of the team will get back to you. 

I hope you get sorted soon 🙂

Leanne.

[Northerner]

Hi @Jvuitton1980 

Call EE ask them to delete your online profile and then register again. 

Thanks