topic Re: Cannot link my number to my account in EE app and website

Cannot link my number to my account

adagoktas — Mon, 04 Sep 2023 07:29:50 GMT

I have a Pay as You Go sim card and whenever i try linking it, towards the end of the process it says "We're having trouble linking your products." I've tried again and again and still wont work.

It also already has £10 topped up in it apparently and I got it yesterday.

Re: Cannot link my number to my account

Christopher_G — Mon, 04 Sep 2023 09:49:31 GMT

Hi @adagoktas

Welcome to the community.

If you speak to our Mobile Care team, they'll be able to link it from our side for you.
Chris

Re: Cannot link my number to my account

JosephHKHK — Thu, 07 Sep 2023 17:45:51 GMT

Hi Chris,

Will EE fix the system problem, such that customers can link the sim card online? Calling Mobile Care team is not a solution because no one is picking up the phone.

Joseph

Re: Cannot link my number to my account

Christopher_G — Fri, 08 Sep 2023 07:03:34 GMT

Hi @JosephHKHK

Yes, we've fed back examples to our web team who are looking into it. In the mean time, our Mobile Care team will be able to link accounts.

Chris

Re: Cannot link my number to my account

adagoktas — Fri, 08 Sep 2023 17:47:48 GMT

sorry to bother you again but what if i cant call? could i text them or would they just do it here without me calling

thanks for your time!

Re: Cannot link my number to my account

James_B — Fri, 08 Sep 2023 18:00:05 GMT

Hi @adagoktas,

You can chat with Customer Care online at Contact EE.

Hope this helps. 🙂

James

Re: Cannot link my number to my account

Vitale_K0 — Fri, 08 Sep 2023 21:48:26 GMT

Hi there!

I have the same problem called "cannot link my number..."

1-Unfortunately, I'm currently abroad at the airport🤔, and it seems that the service is unavailable.

We’re having trouble linking your products

Message us

Closed now

Messaging is currently unavailable. Please try again during opening hours.

Opening hours:
8am to 10.30pm, every day

2-Am I expected to wait for the opening hours without any support?

3-Additionally, I've noticed that the 150 helpline is not functioning here, making it impossible for me to check my balance. Is this a typical situation with EE?

Re: Cannot link my number to my account

Leanne_T — Sat, 09 Sep 2023 06:47:14 GMT

Hi @Vitale_K0

Please try us again once the office is open and the team will certainly see if they can get this set up for you.

Where are you roaming at the moment?

Can you make calls to other numbers and send texts?

Leanne.

Re: Cannot link my number to my account

Vitale_K0 — Sat, 09 Sep 2023 09:22:23 GMT

Hi, Leanne!

1- My roaming currently provided by Turkcell Istanbul.

2- I've only received 5 "welcome abroad" messages so far.

My main objective is solely to check my balance and top up.

Thanks for considering my request!

Re: Cannot link my number to my account

Leanne_T — Sat, 09 Sep 2023 09:26:50 GMT

Thanks @Vitale_K0

Have you been able to message the team this morning to get your account set up?

Do you have credit on your account to make calls and send texts?

Full charges can be found in our Roaming Costs Help page.

Leanne.

Re: Cannot link my number to my account

Vitale_K0 — Sat, 09 Sep 2023 10:16:34 GMT

Leanne,

I'm currently in the process of adjusting my account.

I believe I can send texts using the free Wi-Fi connection in public places.

Re: Cannot link my number to my account

Vitale_K0 — Sat, 09 Sep 2023 10:20:44 GMT

Leanne,

Here's an update from the Team Support chat:

The department you're trying to reach is currently closed.

Don't worry, they'll be back Sat, 2:00pm.

😏

Re: Cannot link my number to my account

Leanne_T — Sat, 09 Sep 2023 10:32:07 GMT

You can top up using the fast payment online service My EE - Make Anonymous Payment if needed @Vitale_K0

Please try again when the team are available or call us from any phone on +44 (0)7953 966 150.

Leanne.

Re: Cannot link my number to my account

redstevel — Thu, 13 Jun 2024 19:45:38 GMT

I did call them but they were no help as the system was down. Absolutely useless. Was told it could be 24 hours. Waited longer, still down

Re: Cannot link my number to my account

Christopher_G — Fri, 14 Jun 2024 06:25:58 GMT

Hi @redstevel

I recommend getting in touch now that the timescale has elapsed. The Mobile Care team will then be able to run through more troubleshooting to get to the bottom of the problem.
Chris