Website and App broken again - can't see addons, usage, bills or almost anything

[jez6363]

So once again it appears that the EE system can not be used to manage my business phones. When I finally got logged on, which was a nightmare in itself, it will show me the phones on the account, their current data usage, but nothing else.

Addons - it says "Sorry, we were unable to complete your request right now. Please try again later."

Further usage - it says "Sorry, we were unable to complete your request right now. Please try again later."

Bills - shows the page header and footer, with no content.

Help system - try to contact them - you just go into an infinite loop, click on the page to contact them and end up back ont he same page.

Help system page says they are experiencing a higher level of calls than usual. But their call centre is closed.

Then you have to work out how to get back onto their site, because it starts asking you to log on again.

In the app, trying to access usage and addons simply says "Something went wrong - please try again". The same message as yesterday. And no doubt it will be the same message tomorrow. Incredible.

Its pitiful that a company like EE cannot manage a basic account management website or app. Sadly it has not got any better over the years my company has been with EE.

Has anyone got working access to their account?

Jeremy

[Schockwave]

@jez6363 , its probably because they were doing maintenance, which they do at night. I had this and found that it was later in the morning, as around 0800 hours or thereabouts yesterday I could not get on the app either, but later did manage it. Maintenance is done overnight, as that is the quieter time, as many businesses and customers do not go on them.

Is it now all working?

[jez6363]

Unfortunately its still broken 2 days later. I cannot see either full usage, or addons, on the app or the website. The error text includes:
Login Error
We're working on fixing this page. In the meantime, find help at ee.co.uk/help
What happened?
Sorry, we were unable to complete your request right now. Please try again later.

Broken garbage is the only way to describe their app and website, and the whole roaming process. The endless complaints online make it clear its not just me - its probably many millions of people, mostly suffering in silence.

Oh yes - their insane roaming process. Basically when you arrive in the USA you get a message trying to sell you on PASSPORT, which is a ridiculously expensive way of getting very little - it costs £8.44 a day. DO NOT DO THAT. What you actually have to do is TWO SEPARATE THINGS:

text ROAMING PASS to 150   - this enables the Roaming Pass, which is variously listed at either £10.79 a month or £25 a month, depending on which bit of EE you look at. This basically extends your existing plan to work in the USA, Canada and the EU. Of course I cannot find out what I am actually paying because their website is broken...

text ROAMING to 150 - this actually enables roaming for Calls and Texts (other than to 150). If you don't do this, you will find you have mobile data, but thats it. We use WhatsApp (better audio quality than a regular call), so didn't notice for a few days that we weren't actually able to make or receive phone calls. It took a couple of HOURS to actually make it work, because of the multiple problems with the EE systems I had to figure out.

A key thing here was that if your phone registers with T-Mobile it will STILL not let you make calls or texts. You have to find the connections settings, tell it not to choose a network automatically, and specifically choose e.g. AT&T - at which point you will finally be able to make calls. I tested this a few times, switching back to T-Mobile - it consistently did not work with T-Mobile, and did with AT&T. Same with my wifes phone.

Oh - and when you try to register with e.g. AT&T or others - likely it will try for a minute or two and then proudly announce it has failed. If you then do exactly the same again, it most likely will connect immediately. That is how its worked with my Samsung S10 and my wifes Samsung S20 anyway. Again - patheticness, though in this case, probably not EE, but something more fundamental in either Samsung phones or the way mobile phones register on networks.

Last thing - if it all breaks - text STOP ROAMING to 150. Wait a minute. Then text ROAMING to 150. Maybe that will help you - it was what I had to do with my wifes phone, to get it roaming.

Of course none of this is described anywhere, you have to figure it out by reading forums such as this. I went through the same rigmarole last year as well, when visiting the USA.

EE really should be embarrassed by how badly they do this stuff.

Regards,
Jeremy

[Chris_B]

@jez6363  And can you access your online account?   The app isn’t your account it’s just a portal to it.   If you can not access your online account you’ll need to call customer support and request an account reset. 

 As for purchasing a roaming pass if you are looking at outdated information that’s on you to check to make sure it’s correct.   The £10 cost is years old and was replaced by a £15 and you didn’t find that ?   And £15 was then replaced by £25. 
  Roaming is optional not contractual and it’s down to you to make sure it’s all setup before you go abroad.  You do seem to understand how it works but are happily complaining about understanding how it works.    
 
Ive never had issues connecting to a roaming network just like the vast majority of customers.  

[Linzi_H]

Hi @jez6363 

I'm disappointed to see that there has been confusion surrounding how to set your phones up to allow roaming. 

Everything you need to do before travelling, any roaming costs, and available add-ons can be seen on our Roaming Costs help page.

I understand it will be frustrating not being able to manage your account online, and if you are still facing issues seeing the information when logged in, please contact us so the team can help further.

Linzi 

[jez6363]

Chris - my post is clear that I can log on, and that the system does not show the addons or full data usage. That is still the case right now as well. The same in the app. Their system is clearly broken, when it comes to my account at least. If you google you will find many reports of account problems. e.g.

https://www.reddit.com/r/EEGB/comments/1cedkyf/the_ee_website_and_app_have_to_be_the_worst_known/

I have had to figure out how roaming works, because, in spite of Linzi saying where the page is to find out how, that page doesn't actually tell you what to do to roam. First, the text message you get when arriving in the USA steers you to something completely different and a lot more expensive (PASSPORT). The page Linzi pointed me to - first thing is that it asks you to log on, to get your specific roaming costs - that takes you to a page with no content other than the footer, presumably because of the broken account issue. Secondly, if you choose the generic information, and pick USA, it tells you to text ROAMING to 150, but there is no mention of ROAMING PASS. And all of this is only if you go searching, and know to do that, instead of following the instructions that EE text you, re texting PASSPORT to 150.

Chris, you say the roaming cost of £10 is years old. I have a text from EE, received 15 Sep 2024, saying I am now paying £10.79 a month exc VAT to use my UK data while abroad. The same message then tells me how I can turn this off, by texting STOP ROAMING PASS to 150.

Re it working once you get through the above - its still the case that I have to force the phones to register on the AT&T network, for them to actually roam. If they connect to the T-Mobile network, then only data works, and phone calls do not connect. This was the same in 2023.

Re other customers having problems roaming - if you think others don't have problems just google it. Or search on this forum. There are many many examples. e.g.

https://community.ee.co.uk/t5/Mobile-Services/EE-roaming-pass-hardly-worked-in-usa/td-p/1364871

Read the comments on the threads Ive linked - its clear that lots of people hit the same problems. My experience running a support service means I am very aware that if 1000 people have an issue, you may get 2 or 3 reports if you are lucky.  People rarely bother to write up issues on forums like this, so those should be treated as opportunities to fix stuff...

It would be good if EE actually investigated the underlying issues.

[Leanne_T]

Hi @jez6363 

I am very sorry you have had these problems. 

Business roaming plans can be found in the Business Roaming Help page. 

To get your account looked into, please contact us on 150 and the team can check everything for you and if needed raise a support ticket to get the error messages resolved. 

Thanks 🙂

Leanne.

[SteveAJ]

Hi Jez6363,

Did you find a way to see your bills on the EE website?  I see the same as you: page header and footer, with no content.

SteveAJ

[Leanne_T]

Hi there @SteveAJ 

Thanks for coming to the community. 

Does this happen in the EE app and EE account online? Do you have a business account? 

Also, have you tried another web browser? 

Speak soon 🙂

Leanne.

[SteveAJ]

Hi Leanne,

It's ok in the app, it's the website that doesn't work.  It's a Business account - Business Essentials 100Gb. I've tried a different browser.

Thanks

SteveAJ