Unable to see my account details on the internet and in the APP.

[Larry9]

Since switching to NEW EE in January for my Broadband only account I can no longer see account information i.e. no bills or usage etc. this is for both internet account and the APP. When I do log in I can only see my old account info and when I interrogate this all I get is the account is now closed. I have tried link my new account (assuming that I have a new account number) but as I don't know this number it is proving impossible.

Anybody got any clues as to why?

Customer services have had several goes at sorting this but obviously can't. The local EE shop don't want to know and pass the buck back to customer services.

Pulling my hair out, wish I had changed supplier.

[Peter_W]

Good morning @IFS.

Welcome to the EE Community!

Could you please let me know a bit more about what happens when you try logging into the EE app?

Do you get any particular error messages etc?

Peter

[IFS]

Hello Peter



Thanks for responding. I was migrated from BT fairly recently and when I
clicked the link in the email telling me I can new view my first bill, I
got to the page in the attached screenshot, but didn't see any details of
what products I have nor my bill. I have tried again several times since,
with the same results.



I really don't understand why EE haven't tried to replicate the info the BT
customers got when they logged in to their accounts. All the info you could
ever need was there and all you had to do was input your email address and
p/w.



If I'm doing something wrong, can you please set me straight. I'm using a
pc btw.



Thanks.



Regards,

Ian Ferguson-Smith

[Peter_W]

Thanks @IFS.

I'm not seeing any screenshots here, did you definitely share this?

Your account may not automatically transfer over from when you were with BT, but normally it will ask you to link this when logging in.

You can find more information on how this all works on our help page here.

Peter

[IFS]

Hello



The screenshot was an attachment to my last email - it was showing this page
https://ee.co.uk/exp/home



I clicked link device and tried to link my broadband, but I need my account
number and haven't received anything from you with that on it, just the last
4 digits, so I couldn't go any further ?



Regards,

Ian Ferguson-Smith

[Rach_H · Accepted solution]

Thanks for letting me know what's been going on @IFS.

It does sound like giving our team a call would be the best option, and they can take a look into why this is happening, and help you get this sorted.

Rach

[IFS]

Thank you, will do

[newforestuser]

If it's anything like the success I've had from ringing 150, most weeks since February,  I'd advise Ian not to bother! 

Everyone's very nice and very helpful, but unfortunately behind the front line responders, the Uk's best broadband and mobile provider just doesn't seem to have the technical knowledge needed to allow customers to view their accounts.

[IFS]

Unfortunately, you're right.  I don't understand why BT/EE didn't iron out potential bugs before transitioning over.  I did speak to someone called Ann this morning and if she can do what she said she would do, then problem solved.  If you already have an EE mobile a/c, apparently they just have to merge your BB and TV with that.

Good luck.

[Phi31]

me to

[newforestuser]

I never thought I'd say this after nearly 10 months of frustration, but I seem to be well on the road to having the problem fixed!

 Out of the blue last week  I got a phone call from an EE Guide to talk about my problem, (was the number of negative reports I'd posted on this messageboard anything to do with it I wonder?) and he texted me a link to get straight to the tech team. I did this, and got a very concerned and helpful lady (this wasn't the first time so I didn't hold my breath) who took me through various procedures (emptying my cache on Chrome on Windows, deleting and reinstalling the EE app on Android), but all to no avail. Groundhog day I thought. Then she suggested something I had heard mentioned by other posters on here - "did I have an email address other than the Gamil one I had registered with?" (I don't know that the Gmail bit matters, just needs to be a diffeent one I think). As it happened I did have an unused one with yahoo.co.uk, so she put that one into my profile, and that then generated an email to the new inbox about finishing setting up my userid. I clicked on the "Create EE ID" button in the email and cogs began to whirr. I then got another email entitled "You've created your EE ID". Wow - that sounded promising.

Imagine my disappointment when I tried using my new email address to log in from my laptop and hit an error message - in fairness my guide seemed equally crestfallen. But then I tried logging invia the app and for the  first time ever I was able to see just what it was that my monthly payments during 2024 had bought me - both mobile and broadband/TV. I could access every month individually and do other useful stuff like amend my plans, set up roaming abroad (only about £17 a week compared to BT's £0) and buy all sorts of add-ons. I was promised by my guide that the Windows login would also get sorted out, and in fairness I can at least see my phone bills on there now.

So it seems that the solution is to get yourself a secondary email address, phone up and ask to have that plugged into your profile - assuming my guide has spread the word to her colleagues! It seems that all admin emails about your account will still come to your primary email inbox - the alternative one is simply for logging in.

Good luck -  I hope this helps some of you.