topic Re: Let’s try that again. We couldn’t find any products using the mobile number in EE app and website

Let’s try that again. We couldn’t find any products using the mobile number

Hugo15 — Fri, 18 Aug 2023 11:46:35 GMT

Hi,

I'm trying to verify my mobile number but it keeps coming up with the above error message.

My phone came yesterday and I got my old phone number onto the new phone with EE, texting NUMBER to 150 gives the correct number which I've been using but it still won't recognise any products using the mobile number. Any ideas?

Re: Let’s try that again. We couldn’t find any products using the mobile number

nansivc — Fri, 18 Aug 2023 12:26:30 GMT

I've got the same problem. I've tried on mobile and desk-top PC multiple times but no joy.

Re: Let’s try that again. We couldn’t find any products using the mobile number

Christopher_G — Fri, 18 Aug 2023 13:58:47 GMT

Welcome to the community, @Hugo15 and @nansivc

Is this on the My EE app or through your My EE account online, or both?

Chris

Re: Let’s try that again. We couldn’t find any products using the mobile number

nansivc — Fri, 18 Aug 2023 14:01:37 GMT

It's on both for me

Re: Let’s try that again. We couldn’t find any products using the mobile number

Christopher_G — Fri, 18 Aug 2023 14:31:40 GMT

OK, thanks @nansivc

I recommend speaking to our Mobile Care team so they can check everything from our side and help you get set up fully.

Chris

Re: Let’s try that again. We couldn’t find any products using the mobile number

SquidEatingDow — Sun, 15 Oct 2023 10:52:05 GMT

Hi Chris, maybe we could provide customers clarity & even reduce traffic to overworked colleagues by giving a steer on whether the App sometimes takes X days to recognise new contracts, or is it always instant? I.e. is the error message definitively indicative of an issue within X days of a new contract starting? Thanks for your assistance

Re: Let’s try that again. We couldn’t find any products using the mobile number

James_B — Sun, 15 Oct 2023 10:57:20 GMT

Hi @SquidEatingDow,

You should be able to add a number to the EE app as soon as the SIM card is activated.

SIM activations can take up to 24 hours.

James

Re: Let’s try that again. We couldn’t find any products using the mobile number

JasonWest1993 — Sun, 22 Dec 2024 16:34:20 GMT

did this ever get resolved? Spoke to someone on the phone who said its an EE wide problem and that systems are being updated with records so some accounts can't be managed online