topic Re: EE Security in Offers & Add-ons

EE Security

BobBar1 — Sat, 21 Sep 2024 14:35:53 GMT

Trying to install EE Cyber Security on my computer. When starting it asks for my EE mobile number in order to send a conformation PIN number.

My mobile is not with EE so unable to access Pin.

Re: EE Security

Christopher_G — Sun, 22 Sep 2024 10:32:33 GMT

Hi @BobBar1

Welcome to the community.

Are you an EE Broadband customer? If so, are you following the steps on this Setting Up EE Cyber Security Powered by Norton help page?

Chris

Re: EE Security

BobBar1 — Sun, 22 Sep 2024 11:03:47 GMT

Hi,

Many thanks for your reply. Get to "Activate EE Cyber Security" then it asks for my EE mobile number. Long story buy my mobile is with Vodaphone. It won't let me continue, just keeps asking for my EE mobile.

Re: EE Security

Christopher_G — Sun, 22 Sep 2024 11:50:01 GMT

OK, thanks, @BobBar1

Are you initiating the setup from a text message or through your EE Online account?

Chris

Re: EE Security

BobBar1 — Sun, 22 Sep 2024 13:56:10 GMT

Hi, Via my EE online account

Re: EE Security

Christopher_G — Sun, 22 Sep 2024 15:00:20 GMT

OK, thanks @BobBar1

It may be worth speaking with our Customer Care team so they can try and help activate it from our side for you.

Chris

Re: EE Security

BobBar1 — Sun, 22 Sep 2024 18:38:29 GMT

Hi Chris,

Thanks for the advice. I have spoken to one of the EE Team, a most helpful lady who after discussing the issue passed my issue onto the Technical Team

Re: EE Security

Michael_D — Mon, 23 Sep 2024 09:40:13 GMT

Thanks for the update @BobBar1.

Please keep us posted with how it goes.

Michael

Re: EE Security

BobBar1 — Wed, 23 Oct 2024 18:16:04 GMT

After months trying to get help to install EE Cyber Security, no luck at all. Spoken to "TeC Experts " at EE but nothing.

Re: EE Security

Christopher_G — Thu, 24 Oct 2024 10:19:55 GMT

Hi @BobBar1

Welcome to the community.

What were the latest steps that the technical support team asked you to try? Have they mentioned what they thought might be causing the problem?

Chris

Re: EE Security

BobBar1 — Thu, 24 Oct 2024 11:32:40 GMT

Hi Chris,

The first step was to login and then click subscriptions. This then brings up a page which states "This service is currently unavailable" it has been like that for 4-5 weeks now.

I did get a couple of telephone calls from EE Tec Team who were going to sort this out, but problem remains.

What is somewhat frustrating since switching to EE early this year every other service, TV, broadband and telephone work 100%.

Re: EE Security

Ali_A — Thu, 24 Oct 2024 14:49:30 GMT

@BobBar1

Have you already signed up to a subscription package for the EE Cyber Security?

You can see the subscription options at EE Cyber Security.

Ali

Re: EE Security

BobBar1 — Thu, 24 Oct 2024 15:24:30 GMT

Hi, Yes I took out the full package in February this year which included Cyber Security

Re: EE Security

Ali_A — Thu, 24 Oct 2024 15:32:39 GMT

@BobBar1

Great. You have taken the right steps to reach out to the technical team to get this working for you.

The team will get back in touch as soon as they have an update on your fault ticket.

However, if it's been a while since you last heard from them it may be worth getting back in touch to follow up.

Ali