stil unable to manage my device online or app

[rugbyfish]

I have been unable to manage my device(s) online or the app i can login but I get" unable to get information" when selecting my devices, this has been going on for 3 months 3 calls to 150, it gets escalated then the incident gets closed a week later... i see other people have the same issue... im getting no where and being poorly treated... there is no accountability or escalation path that is working,  how can you keep closing escalated issues.. I can't see my billing information.  I think that has to be a breach of contract on he's part🤬🤬🤬🤬

[Northerner]

Hi @rugbyfish 

If you have seen other people with the same issue you will have seen the suggestion you speak to EE and ask them to delete your online profile to allow you to register new again. 

Thanks 

[Schockwave · Accepted solution]

@rugbyfish , if you are unable to login online or via the app, I would advise you to speak to customer service and press option 2 and ask them to do an account refresh, this usually works and you should then be able to register again.

[rugbyfish]

I can login online and the app but cannot see any billing or manage my devices... 

[Lesley_W]

Hi @rugbyfish 

Thanks for popping back to let us know you managed to get logged in.

Are you able to see any of your details at all when you log in?

Lesley

[rugbyfish]

I can see my profile but as said I can't get any of my device details manage devices days it's not working right now..

[Lesley_W]

How long have you been getting this error for @rugbyfish?

Lesley

[rugbyfish]

3 month's and I've phoned 3 times... I will phone again and ask for:-

A complaint reference number
- A written summary of the issue
- A clear timeline for resolution

then a deadlock letter before I will be writing to the ombudsman and requesting compensation,  being unable to see  my bills and manage my devices is s clear breach of contract.. 🤬

[Lesley_W]

Yes @rugbyfish, our team should open a complaint for you and escalate it if they cannot find a resolution.

You can see more about that here in our EE Complaints Code of Practice.

Lesley

[rugbyfish]

hi thanks for the reply,  so can you please open a complaint accordingly and try and get this sorted out for me.. ?