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Unable to login to the ee website to see account information

sc19999
Investigator
Investigator

‎23-10-2023 10:41 AM

I am unable to access the website to get invoices. I have reset the password successfully but access is still showing an error on the website.

33 REPLIES 33
Christopher_G
EE Community Support Team
In response to MethvenForbes

‎22-01-2024 08:41 AM

Hi @MethvenForbes 

Welcome to the community.

Could you try logging in on a different device or browser please?

Chris

CMatHG
Contributor
Contributor

‎22-01-2024 09:05 AM

I've had the same issue for over a month now too.

No alternative browser or device usage will remedy the problem.

Tech support confirmed they are unable to correct the billing login which has been changed to a .com address in my case.

Their backoffice system doesn't allow them to correct the problem when the profile and billing accounts get out of step - and seems it was caused by a verification process inadvertently updating the record in the background.

I'm due my monthly bill today too - so will have to phone to get a copy for the third month.

Tech Support need to get their administration system fixed to allow them to correct the billing records affected by the update !!

 

MethvenForbes
Investigator
Investigator
In response to MethvenForbes

‎22-01-2024 09:12 AM

Hi there,

I have tried on three different computers (with different wifi) as well as different browsers (Edge, Chrome, Firefox, Duck Duck Go).

 

See original post below:

 

Unable to access online account. Username and password are correct. Have tried multiple browsers, two computers and 3 different broadband providers.

There seems to be a problem... Sorry, we’re having a little difficulty right now. Try refreshing the page. You can still visit the other areas of EE.(10-060)

Called 150 and they have stated that it is a known issue that has been going on for a number of months but they are trying to fix it. They are unable to provide a time frame.

Is anyone else having this problem? Has EE provided the same information about?  

EE - this is quite a serious issue for business customers who manage multiple mobile numbers. It is not practicable to be calling and speaking to an advisor. Can you shed more light and a timescale please?

Thank you.

sc19999
Investigator
Investigator
In response to MethvenForbes

‎22-01-2024 10:52 AM

I called the support team and they reset something on their end and it seemed to work. The issue was NOT a cookie or browser issue.