Unable to login and access info on EE app

[Triedw]

For weeks now I’ve been unable to login to the EE app, have tried all the recommendations and just get to the ‘Sorry, there seems to be a problem’ page every time. I’ve called EE and they weren’t able to help, suggesting it’s a known issue they are investigating, but it’s been weeks without being able to access - such a poor experience, especially considering EE are always banging on about how connected they are. 

[Peter_W · Accepted solution]

Good morning @Triedw.

Thanks for reaching out to us here on the Community!

Sometimes if you're affected by an issue with logging in and a number of customers are affected, this can take a bit of time to investigate and identify the pattern of what's causing the issue. 

We'll definitely be working towards getting things sorted, but if you're looking for an update I'd recommend getting back in touch with our team so they can check over things.

In the meantime it's also worth taking a look and see if you're able to log into the browser version of your account too.

Peter

[Lequimper]

I have had the same problem - not possible to access either my bills or subscription sections. It’s been over a year. What to do please?

[Ali_A]

Hi @Lequimper 

I understand how important it can be to have access to your bills.

Please give our Customer Service team a call,  who'll be able to issue copy bills for any of the months you need for your records. 

Ali 

[ViciousPlankton]

Hi

I have the same problem I get message:
We can't load this right now. There's a problem getting the information to you. Try again or get in touch if it's urgent.

I've had the same problem for over a month. I've called customer service twice, but they literally told me there was nothing they could do. They said they didn't even know how contact someone who could help!

@Ali_A Please take this seriously, customer service are not helping.

[Alex_H]

Hi @ViciousPlankton,

Welcome to the EE Community

I am sorry to hear that you are having an issue accessing the EE app and have been unable to get it resolved. 

Did you have access to the app before this issue started over a month ago and then it just stopped? Or have you not been able to access the app before? 

Are you able to login to the EE website ok or do you get a login error there also? 

Was it our technical team you spoke to? As the correct escalation process for an issue like this, if they are unable to solve it themselves, would be to open a ticket for your account so that it can be investigated further. Or if there is a known issue, adding your account to that issue so that once we have a fix your account will be fixed along side it.

Alex

[ViciousPlankton]

@Alex_H 
I’ve been an EE customer for years and used the app for years. I hadn’t tried the app for a while until about a month ago when I got a new phone.

the website and the app say the same error

i think I selected the right option to talk to technical support but maybe not? Who I was talking to didn’t suggest putting me through to anyone else, they just said that for the error I was seeing there was literally nothing they could do.

I think I am logging in successfully but I’m not able to see any account details.

[Alex_H]

@ViciousPlankton Is it just an error page with no options you get when you login? As if you think you can login but are not seeing your account, if you login to the website and are able to select the profile button in the top right you can follow the link a product button on that page to try and link your account if that is the issue.

With you mentioning it started since the new phone, are you testing both the app and website on the same device? Do you have any other devices to test logging in on, just to rule out any issues there? 

It is worth trying that, though if it is happening across both app and website it does suggest the account itself may be causing the issue. I am sorry you were left with no follow up on your call, in some cases like this they may not be able to solve it on the call itself but there are processes as I say that should be followed to make sure it is investigated further. 

We have no account access through this forum to help directly, but if you are unable to get it resolved when calling 150, you can submit a form to our complaints team who will take ownership to make sure you get the right help with your account.

Alex

[RMCW]

I’m having the same problem. Just wanted to do a simple upgrade but think I’m going to go elsewhere as this has been the case for weeks

[ViciousPlankton]

 

App and website are the same. I’ve tried it on 2 PCs as well as my phone.

i get the error when I click on the profile button

i will try the complaint form