EE UK Customer Service Department and Account Pages Suffer Outage

Customers of mobile network operator and broadband ISP EE have been facing a second day of frustration today after the provider’s customer service platforms (e.g. calls and the MyEE account pages) in the United Kingdom suffered an outage, but it should now be returning to normal.

The unspecified issue, which started yesterday, is said to be “linked to one of the data centres we use to service calls“. Unfortunately the situation means that people trying to contact EE’s support lines may struggle, which is particularly frustrating if you need to report a stolen phone, request a PAC (code) to switch operators or active a new phone etc. Naturally EE’s twitter stream is full of complaints.

The good news is that EE’s mobile and fixed line broadband network is not itself being affected by the issue. A related thread has also been started on EE’s Community Forum, which includes the following statement.

EE Service Update 2/1/2018

We’re aware of an issue that is affecting some customers attempting to contact us.

If you’ve been trying to give us a call, use My EE, or use our other customer service platforms, you may be experiencing difficulties. However this issue does not affect our mobile or broadband networks. Call, data and messaging services are operating as normal.

We’re working really hard to get this fixed as soon as possible. Sorry for the inconvenience this may have caused, we’ll keep you updated here.

A few minutes ago EE issued another update, which states that “services are restored and customer service both on 150 and online are becoming available again. We do anticipate there will be a large number of calls to 150 so there may still be delays in connecting to our teams, but we are making support available as quickly as we can.”