Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

I cannot access my account

AliceGood
Investigator
Investigator

‎15-02-2024 06:08 PM

 

I’ve tried logging on three different devices and when I keep getting “loading “

 

then an error message 

IMG_1494.png

IMG_1493.png

 

0 Helpful
11 REPLIES 11
Jammie1408
Investigator
Investigator
In response to Linzi_H

‎16-08-2024 12:35 PM

Hi Linzi,

The gentleman I spoke to wasn't sure what was going on and tried to reset my home portal but it went generic and didn't solve the problem. Then he wet away and comeback to say it was system issue and it would sort itself out and he would raise it to someone. Still nothing has happened. I've raised a compliant the EE website form and still not had a confirmation of a received complaint or response.

I'm unable to port out my number via 65075 as the system responds "Sorry, we were unable to process your request. Please retry and if you continue to receive this message, call us on 150. Which I tried but the queue was for over an hour and I don't have time to sit around to solve an issue I didn't cause. 

Unfortunately now, I cant see my bill so on the next billing cycle as I cant see anything on my account and this will reflect badly on my credit-score for missed payment.

I've not had an issue with EE until the last month, we're everything has gone down hill. Even the live chat is no longer available in 'contact us' which makes nosense.

0 Helpful
Linzi_H
EE Community Support Team
In response to Jammie1408

‎16-08-2024 12:52 PM

I really do apologise that no one has been in touch with you about this yet @Jammie1408 

I've checked our complaint web form online, and I can see the current response time is 7 days. If you've filled this form in, I can assure you our team will get back in touch within this timeframe using the details you've provided. 

I understand how important it is to be able to see your bill and understand the charges. The last thing we'd want is to see you missing payments and your credit file being impacted. I do appreciate your concerns there, so it's important we don't let this happen.

For now, our billing team will be able to discuss any charges and bills with you until you get access to your online account back. They will also be able to help follow up with your complaint. 
My advice is to call us again, but please select option 1 and we can arrange a call back so you don't have to wait in any potential queue.

Linzi