This service isn’t working right now

[Piotr_55]

This service isn't working right now seems to be a bug in the system. I mean, I cant get to see anything on the portal if I want to manage my services. I have a mobile service and consider adding broadband, but it seems impossible to check. This message seems to pop up at random on the website. Seems to be poor website construct. 

[Michael_D]

Hi @Piotr_55 

Welcome to the community.

I know how important it is to be able to manage your account online, and the frustration when you see errors.

Do you see the same thing happen in the EE app and the website?

Have you been able to try clearing the cookies and cache and try a different browser or device?

This is just to see if it is possibly something at account level that needs to be looked at.

Michael

[Glineos]

EE is a disgrace when it comes to it's customer account function on both the site and app. It's impossible to access services. This same issue seems to have been going on for years and EE are not doing anything about it. It's a joke and a disgusting service. I can't even change my parental control as the same error message appears in my online account.

Read the EE app reviews dating back years before switching your services to EE. Don't switch is my advise.

[Christopher_G]

Hi @Glineos 

Welcome to the community.

If you're having the same issue through both the app and EE Online site, I recommend speaking with our customer support team, so they can run through some troubleshooting and raise a ticket against your account, if needed.

Chris

[Glineos]

Oh I didn't think of contacting the support team.  Obviously I have and they just keep saying ring back in a few days. Tickets have already been created and nothing happens.

This is not a new or uncommon problem. The reviews on the EE app date back to 2018, it's disgusting, by thousands of different customers. I can't access my parental controls, bills, usage and so on. I can't set a direct debit up online, yet EE will charge me a late payment fee (I'm not doing it over the phone), I can't do anything. It's disgusting.

It's funny how all the functions work on the EE site for purchasing things, once purchased you can't gain access to see usage/bills etc.

DO NOT SWITCH TO EE. 

[Mod edit: Removed name-calling. We understand your frustration with this long-standing issue. Your complaint about the service is completely valid and on-topic.]

[Glineos]

@Christopher_G 

So what are EE doing about this near decade long issue?

It's disgusting.

[Christopher_G · Accepted solution]

The error message 'This service isn't working right now' is a generic message when the site is having issues and not linked to a specific problem, @Glineos. 

My suggestion to speak with the customer support team to raise a ticket is so that they can raise a ticket of investigation to try and find out specifically why you're having problems accessing the website.

As you've already done that and aren't happy with how that is progressing, you can make a complaint here. That way, a dedicated team will look into it and contact you directly to discuss it.

Thank you.

Chris

[Glineos]

@Christopher_G  I see what you are doing. You are trying to make me feel like this is a problem that only I am having when you know 100% it's just a disgusting service.

This issue is not a one off, people have been complaining for over 10 years about this very same issue, so please do not treat me as stupid.

As for raising a ticket, how many 1000's of customers/victims have raised a ticket over the last 10 years? And what has been done? The answer is nothing has been done.

To add to this, my time is precious and I have wasted hours trying to get someone at EE to fix this issue, I will be sending a bill to EE for my time spent corresponding, customers should not have to do this, the simple function should work. I charge £50 per hour and the invoice will be sent to EE for my time. 

[Christopher_G]

I understand your frustration, @Glineos. 

This is a peer-to-peer online forum, we don't have access to customer accounts here. I posted the link to the complaints form, for you to get in touch with a dedicated team who can discuss and look into this for you, to try and help you get access to your account and log a complaint against it according to our Complaints Code of Practice.

Hopefully, they can help you further.

Chris

[Glineos]

Yeah pass the buck. Just like the support team do. Disgusting company.