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[wottonview]

Everytime I try to log into my ee app or the ee website I get this message.  This has happened since I migrated from BT to EE broadband 3 weeks ago when my BT contract expired.  I already had ee mobile before migration that worked well.  How do I resolve this

[Christopher_G · Accepted solution]

Hi @wottonview 

Welcome to the community. 🙂

If you give us a call on 150, our guides will be able to make sure your mobile and broadband accounts are linked. If they're not at the moment, that could be causing a problem with viewing your account. Hopefully, once they've managed to link them, it'll get rid of that error message and you'll be able to view everything.

Contact Us | Help & Support | EE

Chris

[Teffers88]

I'm having the same issue and I haven't changed any thing both web site and app issues my work mates are also having the same issues and not been able to get in for over 6 weeks now

[Peter_W]

Hey there @Teffers88.

Welcome to the EE Community, and thanks for flagging this too.

If you haven't already I'd recommend trying a different device or browser to see if the problem carries over to there. 

One you've given that a try, if it's the same error please give our customer care team a call, and they'll be able to help investigate further.

Peter

[Nickpc]

It appears that no one at EE has any interest in ensuring that customers can do what they want through the website or app. Phoning customer care will do nothing as you tech people are not able to sort this out having been looking into it on my account since March. Is this not something that is serious for a tech firm if they cannot even sort out there own tech. Also your senior management do no appear to have any interest having written to Adam Crozier and Claire Gillies and they have not even bothered to acknowledge my contact. What a very poor situation that needs to be addressed.
Please do not tell me to do any of the solutions, but ensure that the concerns of many people on this forum are escalated to someone senior who is going to show an interest in serving your customers!!!!!!!!

[Christopher_G]

Hi @Nickpc 

I'm sorry to hear that you're having problems accessing the information on your account. This is something that our technical support team should be able to help you with. 

If you're not happy with the way things are progressing through that route, I recommend filling in our complaints form. That way, a dedicated team will take ownership of your case, make sure the correct processes are being followed and do their best to help you.

Keep us posted on what happens please.

Thanks

Chris

[Nickpc]

Please read what I have said your tech people have been involved for sometime as part of the complaint I have logged. As I am not happy I have reached out to two senior people, who have failed to even acknowledge my contact. That's why I am frustrated and commenting here!!!!!!!??? 😞😭

[Nickpc]

Pleased to see that I am not being disappointed by no reply being received to my further comment about your response. When are EE going to do something positive for customers and accept that there is an issue to address and provide the resource to do so. You have an app it should work and allow us to consider options. It would also be good if senior management could acknowledge customer concerns and put their weight behind sorting this out. It brings to mind ostriches!!!!!!!!!!'!!!!!!!!!!!!!!!!!!!

[Linzi_H]

Hi @Nickpc 

If you're dissatisfied with the advice from the team over the phone, please complete the complaints webform as mentioned above so this can be reviewed further.

I appreciate that it's frustrating when things aren't working as expected, but to get this resolved, you'll need to go through the correct channels for the best support. 

Linzi 

[Nickpc]

What is frustrating is when people don’t respond having ensured that they understand the issue. I have a complaint running, I have tried to engage with senior management but it appears that no one is interested in the customer.