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?

[Katie_B]

Hi @willtdf1. 

Thanks so much for coming here. 

I'm sorry to hear this has happened after moving to a business account. 

Has an update been provided regarding the access to your online account?

What Roaming Pass are you looking to activate?

Please also provide me a screenshot of the text you received so I can look into this further for you. 

Katie

[willtdf1]

Hi Katie,

No it wasn't resolved after 4 months and still no one would acknowledge that there was an issue at your end or whether it would be resolved.

It was for a Roam further pass. 

https://ee.co.uk/help/terms-and-conditions/mobile/pay-monthly/roaming/roam-further-pass

You T&Cs state the following:
£25 (inc. VAT) a month. Available to new and existing Consumer and Small Business Customers on a Pay Monthly Plan or selected 12-month SIM only phone plans. The add-on starts as soon as we receive your request. Offer subject to change. You can cancel at any time. Deposit needed for roaming in limited circumstances. Subject to credit check. Access your standard plan allowances in the USA, Canada, Mexico, Australia and New Zealand in addition the UK and EU/EEA.

I'm in the  process of leaving so its not going to help me in anyway but hopefully you'll be able to resolve the issue for your existing customers.

[Katie_B]

Thanks so much for sharing this @willtdf1. 

Our technical care team should be able to look into the issue of viewing your account further and raise a ticket if needs be.

What plan are you currently on?

I'd like to ensure the information on our business T&Cs is up to date.

Katie

[Devenb]

Having the same issue with my business account. Cannot access my EE account online. Complaint raised 2 months back, received call today saying they dont have any ETA to get this sorted and they would be sending me my bills in post.

They wont accept to cancel the business contract without paying charges for the remaining contract period. So have asked for a complaint reference number to be sent instead and would be taking it to the Ombudsman now as soon as 8 weeks have finished since the complaint raised date.

Didn't expect such a service by EE!

[willtdf1]

Hope you get it sorted soon 👍

I was fortunate that I was not in contract and was able to leave.

Even when I requested my PAC code they had no interest or even try to retain me as a customer, I guess their priorities are elsewhere!!

[osbornerep]

I had the same conversation with them. They said they don't have any ETA to get this sorted.

Let me know how you get on. 

[Devenb]

Sure will let you know. Need to wait for couple of weeks before raising it with Ombudsman. With so many people having been affected by this issue and that too for such a long time it would be great case to put forward.

I'm sure EE are looking into it to get it resolved but to not have a solution after such a long time is simply not acceptable.

[bimbles4]

Any update on this?

I had to call them last week to get this sorted, ordered a new 5G router to use as a backup, got charged about £50 more than was quoted over the phone since I couldn't log into my account. Got the same spiel everyone else has described, was told it was a technical issue and they had no ETA.

They had the courtesy of emailing me my invoice for the past 2 months and offered the postal billing for free.

It's ridiculous though that nearly 2 years on, this issue still isn't resolved.

[Devenb]

I have given up on checking whether it has resolved or not. I did ask for a complaint reference number which have not provided yet but they have given a discount of £5 on my monthly bill.

[osbornerep]

I’ve just tried calling customer services again. They are escalating the fault for me once more — it must be the fourth time this has been escalated. Yet still, nothing happens, and nobody lets me know what’s going on. It’s been nearly a year now, and I’ve been unable to access my EE Business account either online or through the app.