Website

[phoneuserjohn]

Does anyone know what is going on with The E.E. website?

Whenever I click onto Bills and Payments, or Plans and Subscriptions a big message always appears simply saying "Sorry something has gone wrong"

[JimM11]

@phoneuserjohn Glad that you now seem to have resolved your landline issue, and i really do not wish to throw any more fuel on your fire at present. Having a to and fro with a previous OP post BT to EE forced transfer, he is 100% adamant that with the BT Smarthub2 that you have, then to control its functions use the MyBT app as the EE app would not work, but he does have an issue with connecting to the router which i think is to do with the BT account closure but not sure, this is the only post of its kind, and i will copy below so you can go look at it. Others have posted EE app connects to the BT router fine, but does not have all the functions expected that worked previously fine with the MyBT app, so its all up in the air at present. Now not sure if this is the cause of your final problem, and as you are still conversing with EE support (if they do ever call you back) trying to keep you aware of it. Obviously the forum always gets the horror stories and never the good ones. Will find the post and copy below. Edit: link to the relevant page.

EE Broadband APP WifI Controls not working - Page 28 - The EE Community

[Alex_H]

@phoneuserjohn I am sorry Liam has not called you back yesterday, was this someone who had called you in relation to your ticket, have they been in touch since? 

 

[phoneuserjohn]

Unfortunately Mart30's observations regarding EE echo mine exactly.

My current problems are nowhere near as complex as his and I suppose I have to say that in a way I am lucky. But least he can access the website and it still remains unbelievable that a fault as minor as mine cannot be rectified. After all EE are supposed to be a state of the art, high profile, high quality, information technology and communications leading expert and provider.

In the same way that I new exactly why my landline would not work I am fully aware of why I cannot use the website. It still took me over week, and many hours on the phone to get someone to finally agree to get an engineer to attend my landline, which if someone had done their job in the first place it would have not been necessary for an engineer to attend at all.

I am no IT expert but working with it for over 20 years I have picked up some knowledge. It is very basic. I am being blocked from using the website because some of the details entered conflict. Surely this is not beyond the wit of man, at EE, to go through and correct?

As totally expected I have never received my phone call back and as we both know I never will. So once again from tomorrow onwards I have to attempt to contact someone at EE and begin the process all over again.

And whilst all of this goes on the reputation of EE becomes trash. have you read their reviews on TrustPilot?

Lastly it seems obvious that the respondents on this community are employed by EE, or have a relationship with them. Rather than simply responding to each problem by telling the customer that they will have to phone EE could not some of the responders, in some way, help customers with ongoing problems by talking to someone at EE on their behalf?

                                                     Regards,  John

[phoneuserjohn]

No Alex. No one called me back on Friday.

Can you please get someone to call me back tomorrow. The fault is so simplistic an expert would rectify it in minutes. Quite simply all of my details that have been entered conflict in some way. Something is not correct. It is not rocket science.

Perhaps another alternative would be to completely delete any stored records of myself from the website and then I can simply reregister my end again from scratch.

                        Regards, John

[Ali_A · Accepted solution]

@phoneuserjohn  We don't have account holder access here in the community forums, so we're unable to help with account specific problems or raise call-back requests. 

If there are any conflicts of data with your online access, or the need to delete and start again, this is not something Customer Service teams would have access to rectify, which would be the reason a ticket had been raised. 

Thank you very much for your patience with this.

Ali

[phoneuserjohn]

I had already gathered this Ali. Therefore it would be unbelievably helpful if you could direct me to someone who is in a position to carryout the remedial work. Surely someone at EE must know who handles the website? This nothing but farcical.

[Ali_A]

@phoneuserjohn As the Customer Care team have raised a ticket for you, rest assured it has already be directed into the right hands. 
The back-end team will be in touch to test once they have resolved your EEID issue. 

Ali 

[phoneuserjohn]

Of course if I asked you to progress chase this for me, without doubt you would say that you could not. Reassuring words are NEVER going to solve this problem.

[ChrisN110]

I am having the same issue - I can't download bills from the website.  Rang and was told this is because of an 'upgrade' that will take the whole of October.  I need these bills for my business - what is happening ??

[winterdown]

Same here, website always throws an error when I want to look at my bill.  All I get on the page (and via other routes) is an expanded version of the menu items at the top.  Tried different browsers, different PC/Laptops/Mobile and same thing, nothing.  I am totally unable to view my bill or the billing information.