topic Re: Linking my account to a new sim in EE app and website

Linking my account to a new sim

Myspareroom — Tue, 12 Sep 2023 17:33:33 GMT

I have 2 new sims from EE, I'm trying to link the sims to my account and the linking keeps failing. I have entered 4 different pin numbers that the system sends and it still won't link to my account. Now getting fed up as I can't see any way to now top up the balance on either sim and this is vital that I can. I'm of a mind to swap to another provider where the app does work.

Re: Linking my account to a new sim

Leanne_T — Wed, 13 Sep 2023 06:56:31 GMT

Hi @Myspareroom

Thanks for coming to the community.

Do you have an existing My EE account you are trying to link the new SIM cards with?

Do you get an error message when you try and link the accounts?

Leanne 🙂

Re: Linking my account to a new sim

Myspareroom — Wed, 13 Sep 2023 07:15:36 GMT

Hi Leanne,

I think it is an older account that had another (defunct and forgotten) number, these are fresh new numbers that I want to link. Both are pay as you go, both will be initially 2nd sim numbers until I'm happy they work and the customer support works.

I'm getting an error, sim cannot be linked. Tried 1 sim with 4 different pin numbers, sent by the system, none will work. I believe its an EE problem from what I've read. Not a good start to trying the service again.

Can you help, before I give up and go elsewhere?

Paul Collin

Re: Linking my account to a new sim

Leanne_T — Wed, 13 Sep 2023 07:19:29 GMT

Hi @Myspareroom

Thanks for coming back to me.

If you have had a My EE account previously, this may need to be removed for you to register the new numbers.

If you give us a call on 150 or 07953 966 150, the team can remove the exiting details for the accounts to be linked 🙂

Leanne.

Re: Linking my account to a new sim

Myspareroom — Wed, 13 Sep 2023 10:33:13 GMT

A 10 minute wait so far, customer service fail.

Is there another way?

Re: Linking my account to a new sim

Leanne_T — Wed, 13 Sep 2023 11:29:14 GMT

Hi @Myspareroom

You can find all ways to contact us on the get in touch page here, Account and billing (ee.co.uk)

Leanne 🙂

Re: Linking my account to a new sim

Myspareroom — Wed, 13 Sep 2023 17:14:11 GMT

Tried the automated chatbot system, not good, just kept going in circles. The real life chat guy tried to help, said he'd done something but wait 7 days for it to be fixed.

Not very impressed at all. EE's got a big issue with there technology, and the help is next to useless too.

This was a trial to see if I wanted to move 6 numbers across to your network, so far it's definite "No", I'm going to stick with Vodafone for now, see XXXXXXXXXXXXX for my full complaint and phone number to rectify the issue and resolve the customer service problem.

Thank you

Paul Collin

[Mod Edit: Removed email address]

Re: Linking my account to a new sim

Christopher_G — Wed, 13 Sep 2023 17:15:30 GMT

I'm sorry to hear that, @Myspareroom

The process to unlink an old account so that you can register a new one is usually done within 24 hours, unless there is something else that was causing the problem.

Chris

Re: Linking my account to a new sim

RodNeep — Wed, 13 Sep 2023 18:24:11 GMT

I am in the same boat. I need to do a top up on a new SIM and phone but there is no way to do it.

Options are to dial 150 Which it won't do because it is a new phone and SIM with no credit.

Or... to top up via the app which I can't do because I can't link the new number to my existing account.

Re: Linking my account to a new sim

Katie_B — Thu, 14 Sep 2023 07:04:01 GMT

Good morning @RodNeep.

Are you able to try using our Fast Top up route?

This can be found HERE.

Katie

Re: Linking my account to a new sim

Myspareroom — Thu, 14 Sep 2023 11:06:44 GMT

Clearly its not a normal issue, been more than 24 hours. EE has a technical issue here.

Also credit not showing or useable on either phone, EE has swallowed up £20 credit.

This is the 2nd major 'strike' for EE, 1 more and the sims are removed and I go elsewhere.

GET THE ISSUES SORTED OUT PLEASE.

Re: Linking my account to a new sim

RodNeep — Thu, 14 Sep 2023 11:21:56 GMT

Yes I tried using the fast top up route.

Still unable to link my two accounts.

But I did manage to top up the new phone/sim by using a DIFFERENT PHONE! Through 150
It just won't do it uasing the new phone itself!
I'll have to wait see next time I need to top up again.

Re: Linking my account to a new sim

Myspareroom — Thu, 14 Sep 2023 11:48:33 GMT

I'm of the opinion that there's a huge task for the EE engineers to undertake, very little works as a new customer.

I'm not putting any more money to this until I can see EE's systems work.

If I wanted to be an EE process engineer I would do more, in the meantime the 'ball' is very much in there court.

Please, fix it EE.

Re: Linking my account to a new sim

Katie_B — Thu, 14 Sep 2023 12:05:24 GMT

Thanks for confirming @RodNeep.

I am sorry to hear this is still not working.

Please try deleting the app then redownloading.

If this issue persists please give our technical care team a call on 150.

Katie

Re: Linking my account to a new sim

Katie_B — Thu, 14 Sep 2023 12:07:17 GMT

Hello @Myspareroom.

Welcome back to the community.

Are both the SIMs you are looking to link active?

If yes, when you text BALANCE to 150 what reports back?

Speak soon,

Katie

Re: Linking my account to a new sim

RodNeep — Thu, 14 Sep 2023 12:23:51 GMT

"If yes, when you text BALANCE to 150 what reports back?"

I did text BALANCE to 150

The reply was simply stupid... "Last topup was £10 on 13/9/2023 19:51
Your current balance as of today 13:14 is £0.00

How would you like to explain this to me?

Re: Linking my account to a new sim

Myspareroom — Thu, 14 Sep 2023 12:33:48 GMT

Neither of mine show a balance either, no top up date from the initial payment, nothing!

When will EE fix it?

Re: Linking my account to a new sim

Myspareroom — Thu, 14 Sep 2023 12:40:38 GMT

Yes, they appear live, there is an indication that the sim2 is working, but can't make a call or use any data, as according to you there's no credit.

My thoughts are you took my money and gave me nothing.

Thats £20 gone, not an apology call, nothing, just technical errors and problems from EE.

Your service is broken, your customer service is non existent. Everyone hides behind a keyboard and doesn't fix the issue.

Re: Linking my account to a new sim

Katie_B — Thu, 14 Sep 2023 12:48:27 GMT

Thanks for trying @Myspareroom @RodNeep.

Our customer care team are in the best position to look into this further for you both.

There is no account access here on the community so we are unable to chase your top up.

Please give the team a call by either calling 150 or 07953 966 150 from any other provider.

Katie

Re: Linking my account to a new sim

Myspareroom — Thu, 14 Sep 2023 17:52:36 GMT

@Katie_B, tried the 'customer care team ', 2 people you won't allow me to name, they made comments of how unusual this is, clearly not just look at the Forum. Said the numbers are linked by them there, 30 hours on, they aren't, so that statement is 'rubbish'.

The pay as go balance on both numbers isn't showing, I'm assuming the money has disappeared. Thank you EE for 'stealing' my money.

EE's technical issues continue, and I'm changing to a better organised provider, the ombudsman CISAS will be informed along with OFCOM, I'm fed up with excuses and fob offs.