Unable to access anything

[Richardtilson92]

Hi there, 

I’ve been really disappointed over the last year with EE and how everything has been dealt with. I’ve not been able to access my account online for a year now. I have Broadband here, 2 phone contracts and 2 sim only contracts. I can’t view any bills, make any adjustments. Absolutely nothing. This has been ongoing. I’ve been store, called the customer service and no one helps. My phone is coming to its end of the contract and I want to upgrade and I can’t even do that. I need this sorting urgently. Thanks. 

[Schockwave]

@Richardtilson92 , have you spoken to one of the guides and asked them to do an account refresh? This usually resolves things, also uninstalling and reinstalling the app and making sure you have the latest app.

[Alex_H]

Hi @Richardtilson92,

Thanks for visiting the EE Community

I am sorry to hear you have been having an issue accessing your online account. Are you unable to actually get past the login page you mean, or can you login but have issues once logged in, if so what does happen? 

Have you tested both logging in on different browsers and the EE app and is the issue the same? 

Alex

[Richardtilson92]

I can’t get even login at all, I just tells there is an error.  I’ve tried logging in all different browsers, I’ve deleted, downloaded several times. Nothing changes. I am locked out completely and have no idea what going with bills etc. 

[Richardtilson92]

Yes all this has been done. Nothing changes. 

[Alex_H]

@Richardtilson92 Thanks for your reply, if the issue is happening when you try to login on all devices and different ways, unfortunately it does mean it is something to do with your account that will only be able to be resolved by our technical team.

They would need to run some checks on your account and if there are no issues showing there for them to fix, they will need to raise a ticket to our IT team in order to get it resolved.

Alex

[Richardtilson92]

How am I best to go about it? Am I best to ring them? 

[Alex_H]

@Richardtilson92 Yes I would give them a call when you can and let them know you cant get logged into the app and the error message you get. They will run some checks as I say and if they cannot see any issue they should take some details to raise an IT ticket for further investigation. 

Alex