Unable to Access EE Account - Need Assistance

[brijinc]

Hello everyone,

I’ve been a loyal EE customer for over 4 years, but I’ve been facing an issue with logging into my account for the past three months. Every time I try, I receive the message, "We can’t load this right now."

I’ve contacted support, but unfortunately, they weren’t able to help me. I’ve tried accessing my account through different browsers, the app, and even different internet connections, but the issue persists.

I really need to access my bills and account information. Has anyone else experienced this, and if so, do you have any solutions or suggestions? Any help would be greatly appreciated!

Thank you!

[Katie_B]

Hello @brijinc. 

Welcome to the EE Community. 

I am sorry to hear you are experiencing this. 

When you called did our technical care team raise a ticket for this?

Was any further information provided?

Katie

[mkcomputing]

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@brijinc wrote:

Has anyone else experienced this, and if so, do you have any solutions or suggestions?

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Yes. There are plenty of similar reports. I saw four more this morning.

EE moderators have warned me off of pointing people to one conversation with the same message that you have posted. So all I can do is suggest that you browse around.

With luck this answer does not break any rules.

Suggestions from EE that don't work for many people include clearing the cache, removing and reinstalling the app and using the web instead of the app. I have tried them all.

Good luck.

[brijinc]

Hello Katie,

Thanks for your response. The technical care team did not raise a ticket when I called. Instead, they advised me to clear the cache and try accessing it from a different network.

[Christopher_G]

Ok, thanks @brijinc 

I recommend getting back in touch so that the technical team can continue with the troubleshooting session. It may involve them asking you to try different things to try and get to the bottom of what is causing the issue. If it still can't be resolved, it'll be escalated and a ticket raised.

Please keep us posted on what happens.

Chris

[brijinc]

Hello Chris, @Christopher_G 

I contacted customer support again, and after spending over an hour on the phone, they told me they couldn’t assist with the issue because a lot of others are facing the same problem. They mentioned it may be sorted next month, likely after updating the app, but even they aren’t sure when this update will actually happen. I also asked them to send the bill over to my email, but I’ve not received anything. I’m trying to change my mobile plan, but I’m stuck since I can’t access my account. They raised a ticket (ref: ID24567969) and then closed it without resolving anything. Honestly, I’d really like to leave EE, but I’m tied down due to the contract and now feel stuck with a service that’s no use to me.

Best regards,
Brijinc

[mkcomputing]

Thank you very much for that feedback, and for your efforts to get to the bottom of this. It is good to have some confirmation that EE recognises that there is a problem and is not sticking to the "problem at your end" message that we see here.

I usually take the text message about my bill as a prompt to visit the accounts section and retrieved my bill.

I am well out of contract, but I have one of those freaky legacy deals that costs me next to nothing. I'd have a hard time finding and alternative that meets my piddling needs.

One again, thanks for your services to the community. Much appreciated.

I guess I can now forget about waiting for a response to my own request for help.

[mkcomputing]

Try again. I just did. It is now working again.

Not sure if it is because my details ended up with support, or if there is a wider fix.

If it is the former, then a message to one of the EE crew might get somewhere.

[Ali_A]

@mkcomputing 

Thanks for keeping us updated. It's great to hear your services are working now. 

Ali