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?

[cgfedup]

I have replied to this post before, and also raised my own post as had been without access to EE Business account either online or through app since October 2023.  Raised with Customer Services multiple times.  No fault ref ever given as kept being told was affecting thousands of users.  No updates ever provided and had to call every month to get manual invoice sent through.  Eventually escalated to Complaints who came back to me November 2024 to confirm that Tech Support were aware of the ongoing fault but she couldn't give me a fault reference.   Also refused to provide me with an indication to the number of users affected (despite customer support having previously said thousands) saying that for data protection reasons, she was unable to provide me with this information!  Since then I have received paper invoices but heard nothing.  My contract was due for renewal in March 2025 and was fully prepared to move elsewhere.  Suddenly the account started working and I was once again able to access information online - happy days!  I renewed my contract for a further two years and then guess what?.....Well it's better than before as I can now log into the app and my online account and see the numbers associated with the account.  Unfortunately if I try and view anything else (billing, contract info, etc) from the app I get the message "We can't load this information. Not your fault, it's ours.  We're working hard to fix it.".  Online I get "We can't show your bill/plan/data right now. Refresh or come back later when we've fixed things."

I give up!

[Cananybodyhelp]

Wow. I have read this thread and I’m quite shocked. Has it really been that long since you have had the issue. I’m cancelling my contract when I get my call back. I need a company I can rely on and reading your experience has shocked me. I’ve only gone 3 weeks without any joy. But they keep stringing me along. I can’t access my Google one which is why I started this contract in the first place. 

I’m going to be demanding an ongoing credit payment to cover my own Google AI premium expense which I will set up. EE are not fullfilkimg the terms of the contract so I may just cancel very soon. 

[norstar]

I have now been with EE business for nearly 18 months and still can't access the account. They told me they would send free paper bills, then charged me so I have had to complain twice to get a refund. As a workaround, we get large print bills for the sight impaired. It's horrendous. I've spent hours on the phone to 3 or 4 different techs who try this and that, scratch their heads and then give up. The guy I spoke to today confirmed it's an ongoing IT issue and there's no timeframe and it affects employees too. 40 minutes on the phone to be told that (having been passed to three wrong departments first).

I have clients also with EE and we do VAT returns for them and they haven't had bills either. This is a scandal. 

[nutsnut]

https://community.ee.co.uk/t5/EE-app-and-website/Why-does-the-EE-website-never-work/td-p/1275061

This issue has been occuring for years and we still can't access our accounts online

[Cananybodyhelp]

Is this some kind of joke. This is absolutely absurd. The IT Director needs to be held accountable.
Kindest Regards

[Cananybodyhelp]

No way???. Sometimes the disbelief into how bad EE truly are just reaches new levels. The Ombudsman needs to be aware. They seem unfit to trade in the industry
Kindest Regards

[Leanne_T · Accepted solution]

Hi @Cananybodyhelp @nutsnut @norstar 

I'm very sorry you're unable to access your business accounts and the best people to get this looked into would be our business support team. They can check the accounts and make sure everything is set up correctly for you at our end. 

If you would like to open a complaint, you can find information on the Make a Complaint page and our executive complaints team will get in touch to discuss this further with you. 

Leanne.

[norstar]

Unfortunately, that's a lie and you're deflecting. I have had four different people look at the account, taking up hours of my time with multiple call backs. Each time, they scratched their heads and said they had no idea why it wasn't working. Meanwhile the complaint dept each time confirm it is a long term and ongoing issue.

I have had to raise several complaints because each time I get charged for something I wasn't aware of (due to not being able to access my account), that's the only way to get it resolved.

Ridiculous. 

[Cananybodyhelp]

Well said Norstar. Like you, I am tired of Leanne setting these conversations as solved with her EE lies. 

she is lying to us saying business support team can help because we have all called and we have not been helped. 

Leanne here is caught lying to us. Because her EE management are wanting us to be lied to. EE staff are communicating on here that we simply only need to phone up and they will help. It makes it worse we are being lied to by Leanne. Calling up hasn’t helped anyone. 

this forum is a farce. A joke. 

Im stepping this up to social media. People need to know that EE have no integrity. People should go to good phone companies like Three and Vodafone and O2

[Leanne_T]

Hi @Cananybodyhelp 

The Community Support team have no account access to look into why this may be happening and speaking to our business support team can help see if they can identify what may be causing this, and get a support ticket raised or details added to an existing support ticket if needed. As you've been in touch multiple times and spoken to the team and this has not been resolved, you can open a complaint which would go directly to our executive complaints team to be investigated. If this has been done previously, our EE Complaints Code of Practice has information on the complaints process and next steps. 

Leanne.