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. 

[andy443]

I to have this problem . I'm getting so fed up I've called ee now three times been put on hold a number of times . Passed on to higher tech dept and after call get told it's on going and should be sorted in a week or two . I get the feeling that ee can't sort the problem . I really feel like changing supplier but I do like ee coverage 😞

[Jessb6]

Hi,

We did eventually get this sorted but overall it took over a year off and on! My advice would be to open a complaint and ensure you do not get fobbed off. We were called every few days with an update and fell lucky on someone who was able to sort it out. I don’t know the real root of the problem or how it was resolved but raising the complaint meant that it had to be resolved. 

Hope this helps, I’m sorry as I know how horribly frustrating it is!