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Why can I not manage my account on line

GarryManser
Visitor

‎09-10-2025 12:12 PM

Why is your website so poor? I am unable to do anything on line. I have no time to sit on a phone talking to a scripted agent, and your store staff can never actually action anything. Having tried to update two of my contracts my only real choice is to move my account elsewhere, to someone that at least has a online account management system.

As an ex BT Senior Manager at Head Office, I am embarrassed to tell people I worked for BT, when a technology company cannot even administer their own website and allow customers to manage their accounts you really do have to wonder what the company vision is.

0 Helpful
3 REPLIES 3
Christopher_G
EE Community Support Team

‎09-10-2025 02:37 PM

Hi @GarryManser 

Welcome to the community.

I'm sorry to hear that you're having some problems with your online account, we'll do our best to help you.

What is it that you're trying to do, and what happens when you try to do it?

Have you tried using a different device/browser to access your account?

Chris

Mike0367
Explorer
In response to Christopher_G

‎20-10-2025 12:19 PM

I have exactly the same issue. I can't log in with the app at all and when I try on the laptop browser I can log in and see my profile details but when I hit "manage" I get this

Mike0367_0-1760958844890.png

I have called on several occasions, each time being told it will be sorted in 5 working days but nothing changes

I can claim expenses through my work for broadband but I can't access my bills!

This has been going on for months now and I'm losing money every month.

I really don't want to call again and waste another 2 hours of my life with some poor operator who has no clue what to do. 

 

0 Helpful
Cananybodyhelp
Valued Contributor
Valued Contributor
In response to Mike0367

‎20-10-2025 12:37 PM

Hello. We ran through again Saturday. It looks like the reason is because the store or sales person put you on a personal contract but in a business account and each time you login, it moved you from business back to the personal website.

They have asked for 5-7 more days to fix the issue.
I have a call booked in from them next Tuesday. I’m super interested to find out if they do call. As they haven’t called back on any of the last call backs promised. They must be super busy I guess with the millions of unhappy customers they are helping.

Let’s see if they call back this time as promised.

Kindest Regards
0 Helpful