Unable to access my business account online / app

[adriandobbs]

Since the beginning of December 2023, I have been unable to access my EE business account either on line or through the App. I have made several telephone calls to the EE helpdesk and have been advised there is a technical problem but it would be up and running within a few days.

As of 30th April 2024 I am still unable to access my account online / App.
Please advise when I can view my account online to manage my account and keep an eye on the spend?

[nickrowntree]

This has also affected our business. We've not been able to sign in via the web or their app for over 6 months as it constantly gets stuck in a sign in loop.

Our company provides managed IT services. If our customers were unable to access their data for over 6 months via a system we provided and supported we wouldn't have any customers left.

We've had 2 separate conversations with EE support and we've been fobbed off each time. The latest response today was "there is no particular time given for a resolution as our team is working on it. I know it has been difficult within the MYEE but as of now that is the resolution I have". 

That's not a resolution. It's an excuse. I will recommend our company leaves EE as soon as we are out of contract. Shocking customer service and IT systems.

[concerneduser]

November 15 2024 and it’s happening to me too

[DApolar]

I have been having the same issue and have to call every month to obtain an invoice, which is a pain. I don't know why they don't just turn every business account to paper invoices until they resolve the issue. I don't actually have a mobile phone with EE I'm in the accounts department and just need an invoice. In the past they have been good at confirming who i am through an email but today apparently they can only send a confirmation code through to a mobile. All our mobiles are out on the road so its not easy to get a code sent, id have to call round to see who was free before then being able to then get the code sent. How can a company offer a business service but not actually make obtaining invoices easy. Ive now been in a queue for an hour waiting for an agent.

[CandoohMedia]

I have been with EE personally since they were Orange, and have no issues getting on the EE App.

I have tried to register and link my business mobiles to the EE business App so many times, but keep being told 'We're having trouble linking your products' or 'We cannot find an account using that mobile number'

Everything is registered and the account is set up. EE can post me out my monthly bills and charge me, even though I have requested multiple times to only email them!

So frustrating, but looks like I am not alone!

EE, PLEASE sort this out ASAP and provide your customers with the service we should be receiving!

[click71]

As an update to anyone in this group. My portal has suddenly started working yesterday and I now have access both online and through the app. Might be worth trying.

[adriandobbs]

Still not working for me. Have not been able to access my business account on line or through the app since December 2023. I have requested my invoices though email but these have been sent through the post at a cost of £4.00 each. Every month I have to ring and request a credit for the £4.00. My contract with 6 mobile phone numbers comes to an end in March with EE and I will not be renewing my contract with them. No one at EE can tell me why I cannot access my account on line or through the app - I keep being told they are working on it... for 13 months...!! what a joke

[click71]

That's a shame. Perhaps it is rolling out. I am in a similar boat though with my contract ending in March and will be jumping ship to THREE after 15 years with EE. Much cheaper as well so every cloud!

[DApolar]

Still no joy my end either 😞

[osbornerep]

I rang them Yesterday with the same problem. To be told its an on going global issue and they are trying work around. 5 months I've not been able to get to my online account.

I will give them another month, then I will see if its possible to cancel me account. 

[willtdf1]

I've been experiencing ongoing issues since switching my personal account to a business one back in December.

Despite having an account, I can't access my details, and my mobile number isn't listed. Bills are still being paid, yet I can't get a record of those payments.

After repeated failed attempts to get support constantly being placed on hold I gave up trying to contact them.

Yesterday, I tried to activate a Roaming Pass via text, as I used to with my personal account. The response I received listed pricing different from what's on their website. I reached out to support and was told I needed to upgrade my plan for some odd reason, only to be transferred to another department that couldn't verify my details or could they send a text passcode due to system errors. I was then passed back to customer service, who told me my account was a personal account and they could now not retrieve my details, despite email confirmation that it's a business account. This went on for a while which they wanted to pass me to another department.

I assumed the Business team would be as efficient if not more efficient than the Personal accounts but its  like they've hired the most incompetent CS and IT staff around.

After over 20 years with EE in some form, I've now decided it's time to switch providers.