Highlighted
by TalisMahn Investigator
Investigator

Website/app Login Issues

I recently tried to login to my account through the website for an upgrade, but I can’t complete the reset password function because of an error message about ‘updating accounts’. 

 

I’ve ended up ringing direct to sort my upgrade and change my broadband. When I inquired about my login problems, the agent told me that I’d receive a verification email to my registered address.

 

I have received a email from EE regarding the changes to my broadband, but no verification request. I tried ringing again then the chat feature. Each time, I’ve been told the verification email is on its way.

 

My email’s working. I got the verification message to join this forum without issue. I suspect the problem is something on EE’s end, something's messing with their attempts to send out that email, but I can’t convince them of that. 

 

Is is there anyone here who could help? I’d appreciate any advice. 

1 SOLUTION

Accepted Solutions
by Ace Contributor
Ace Contributor
Solution

Re: Website/app Login Issues

Thank you for confirming. Please contact customer service or Live Chat online who can search for the original account and confirm which email address was used. They can also reset and register the account manually:

 

http://ee.co.uk/help/get-in-touch

6 REPLIES
by Grand Master
Grand Master

Re: Website/app Login Issues

Is this your MyEE a/c for Broadband or haven't you created it yet?

 

You know the old BB Member's Centre no longer is?

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To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
by Ace Contributor
Ace Contributor

Re: Website/app Login Issues

Hello @TalisMahn Your Orange for BB was closed in December 2017 and all BB online accounts have been migrated to My EE.

 

Have you signed up for a new My EE online account here:

 

https://id.ee.co.uk

 

More information on how to set up your My EE BB account:

 

http://ee.co.uk/help/help-new/managing-and-using-my-account/managing-my-account/how-do-i-register-my...

by TalisMahn Investigator
Investigator

Re: Website/app Login Issues

I’ve tried creating an account with my standard email address and a backup. It says that the phone number and broadband account are linked to my initial email address or refuses to recognise the address at all. 

by Ace Contributor
Ace Contributor
Solution

Re: Website/app Login Issues

Thank you for confirming. Please contact customer service or Live Chat online who can search for the original account and confirm which email address was used. They can also reset and register the account manually:

 

http://ee.co.uk/help/get-in-touch

by TalisMahn Investigator
Investigator

Re: Website/app Login Issues

Sorted, thank you very much. Judging from the agent’s humour, there was a typo somewhere....

by
EE Community Support Team

Re: Website/app Login Issues

Thanks for the update @TalisMahn, I'm glad you got it sorted. Smiley Happy

 

James

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