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.

[Paddy-B]

Hi @Larry9,

Thank you for posting. I'm sorry you're not able to see your account information online. Please send me your details and I'll get this investigated.

I have sent you a private message with instructions on how to contact the team.  

Thanks,

Paddy

[Jazerroch]

this is the same for me and everyone. whats going on. i cant change plans ,bills or addons because there is no account details. ive tried this both on the app and now on the website. and why does your digital service always saying sorry due to technical issues we cant help you. i though you were the best communications company on the planet.??

[TSmith5]

I have a similar problem all my account details and my bills on the app and website have completely disappeared and no luck in about three months getting this sorted out. 

[Timeman]

Having the same issue since the 16th July 2024, unable to see or manage my broadband account via the app so I can't do anything like check the WiFi controls or run any speed tests.

Contacted EE via a phone call to get this issue fixed and still have nothing in terms of any estimated time on when this issue will be fixed. What's the point of having a app if I can't do anything in terms of seeing my broadband account. I can view the account via the EE website but when it comes to WiFi control it needs to be done via the app that ain't even working right.

[NAC58]

Could we have an EE statement as to when account access will be given? I’ve got a time limited decision to make and need to know the conditions and period of my contract! Thank you.

[TSmith5]

is there actually any way to get this problem sorted out I’m really losing the will to live with it if I have to talk to one more support agent over the phone, I’m going to lose my mind 😭

[ColinC71]

Me too. Transferred from BT 2 months age. Can not, and never have been able to access my online account. They are taking payments & I have yet to see a single bill, payment schedule or been able to access settings. Call protect, activate wi-fi hotspot, etc. Numerous phone calls over many hours & just get told, wait 48 hours, wait 72 hours, wait 7 working days & then, Nothing! I think my only option now is to move somewhere else and refuse to pay any early termination fee they may try and charge me stating that they haven't fulfilled there side of  the contract. It's worrying that a so called tech company can't even make their online customer account management system work! Very unhappy and wishing I never transferred to EE. 

[NAC58]

Update: I can now see account details - it’s not overly great as most of the links go to upselling! But the basic info is there now. It may be the transfer from BT to EE that is causing the gap in information? I’m now awaiting my Discovery+ activation which is proving equally frustrating! Keep the faith!

[IFS]

However bad you thought BT was, EE seems much worse.  Transitioned to EE, not by choice, but cannot now access any of my account details, such as my what TV and Broadband products I am paying for, nor any billing or account info.  My account is supposed to be in credit, so I'm not happy about not being able to see how that credit is being used.  Can someone at EE pick up on this please ?