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🤬🤬🤬🤬

[Schockwave]

@rugbyfish , you need to open a a complaint yourself, by clicking on the link @Lesley_W has given you.

Have you tried asking customer service to refresh your account? That usually works.

[Elev1]

Hi there 

iv been having the same issue I called today they done the account refresh so I could sign up again and still not showing up. It’s a right pain so it is. I’m hoping it’s sorted soon 

[Michael_D]

Hi @Elev1 

If you are still not able to get any further after the account was refreshed, I'd recommend getting back in touch with our tech guides so they can look into this further.

If you ask them to open a complaint, it will make sure there is a log on the account of the problem until it is resolved.

Michael

[Kizeypip]

Im having the same problem. Called twice now - the last person I spoke to said the account was saying my email address wasnt registered- ive been a customer for 13years! How could it not be registered... anyway reregistered it and it still doesnt work!  

[Chris_S]

Hi @Kizeypip 

Thanks for feeding back your experience. I can imagine it must be very frustrating for you.

Thank you for following the guide's advice; I'd recommend uninstalling and then reinstalling your app to see if that helps.

If that does not solve the issue, you'd need to give us a call so that one of our guides can get this investigated a bit further for you.

Chris S

[Kizeypip]

Tried that - also tried logging in on different devices and get the same error. 

Ive called twice now and still stuck in the same position... surely someone should be calling me to resolve it! 

[Leanne_T]

Morning @Kizeypip 

If you have called twice and this has not been resolved, you can request to open a complaint over the phone on 150, or by using the Make a Complaint form. Once one of the team pick this up they will contact you to get the account looked into. 

Thanks. 

Leanne. 

[Elev1]

Iv done that few times and I txt saying its open then after the call i get
another saying its resolved.
Thanks

[Leanne_T]

Hi @Elev1 

If a complaint has been closed, you can request to have this re-opened again by calling or using the online complaint form, at any point within 28 days. You can find full details of our complaints and escalation process here: EE Complaints Code of Practice. 

Leanne.