Unable to access Website and App

[Jessb6]

Hi All,

We have had mobile accounts with EE for years and have always been able to access the app and website but recenetly (maybe about a year?) we have been unable to log in. The error message is “We can’t load this right now.”  

We changed to include Broadband in May 24 but we couldn’t access the web or app even before this date. 

I’m sure the advice would be to contact the tech guides however we have been since last August and there is still no access.  We are at a loss as to what to do next as we can’t even monitor our billing for broadband or mobiles.

Can anyone help? Has anyone experienced the same? 

[Chris_B · Accepted solution]

@Jessb6  You need to call customer support and request an account reset.    This can happen after account maintenance 

[Linzi_H]

Hi @Jessb6 

The advice from @Chris_B is what I'd suggest too.

I can see you've mentioned this has been ongoing for a while though, so the best next steps will be opening a complaint with our Guides over the phone, and escalating this to a team leader if things aren't resolved.

Linzi 

[Jessb6]

Thank you. I will do this.

[Jessb6]

Ok, thanks very much. I will open a complaint.