topic Re: Re: My new home address in EE app and website

Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 09:52:56 GMT

Hi there,

I need to update my new address on ee website account. I don't have the option to change my new address as you have said I have gone to Plans and subscription but there is no address option. Why is that? What shall I do please?

Thank you,

Claudia

Re: Re: My new home address

James_B — Mon, 09 Oct 2023 10:21:06 GMT

Hi @ClaudiaMig,

Welcome to the EE Community. 🙂

Have you selected the settings menu at the bottom of the page?

James

Re: Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 10:25:31 GMT

Hi James,

Many thanks for your reply :).

At the bottom this is what I have: there is no Settings if not Settings and permissions and in there there is no address option :(, this is all I see:

Settings and permissions

Manage device settings

Manage numbers

Mobile usage alerts

Leave ee

Switching to a new provider

Thinking of leaving EE

Re: Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 10:27:55 GMT

Why the address is not in personal details where it should be easy and simple to amend it? It seems super difficult to do a very easy thing here 😞 I have been looking for a good hour everywhere, if you could please direct me step by step, on I can update my address that would be great.

Re: Re: My new home address

James_B — Mon, 09 Oct 2023 10:31:23 GMT

Hi @ClaudiaMig,

Are you registered in My EE as a user, rather than the bill payer?

View your Account settings (ee.co.uk) to check.

James

Re: Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 10:33:44 GMT

Hi James,

Yes, I am registered as a user, and I used to be able to log in to my account and amend the address. At the moment if I go on my ee profile I only see my number and email but strangely not my home address. 😞

What option do I have to update my address?

Thanks,

Claudia

Re: Re: My new home address

James_B — Mon, 09 Oct 2023 10:36:22 GMT

Hi @ClaudiaMig,

You'll just need to update your My EE access from user to bill payer within your Account settings (ee.co.uk).

Thanks

James

Re: Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 10:39:13 GMT

Hi James,

What you sent me is to update or add a new number. I don't have a new number to add. I mean, why a simple action like a change of address is so complex? I don't understand sorry. Can you please send me a link where I can only update my home address?

Thanks,

Claudia

Re: Re: My new home address

James_B — Mon, 09 Oct 2023 10:45:30 GMT

Hi @ClaudiaMig,

When you first register with My EE, you're asked if you are just a user of the phone, or the bill payer.

If you don't register as the bill payer, you're limited in what changes you can make to the account.

In your Account settings (ee.co.uk), you'll se an option to add bill payer access. It's above the option to add a new number.

Hope this helps.

James

Re: Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 10:55:11 GMT

Hi James,

I might be limited 😄 but I can only see this on the link you sent me: (no option to change what you're saying)

Your numbers

Account number: 196....

07...

Add a new number

Can't see one of your accounts? If you have another device on your account, you can add the number(s) here, so you can manage all your devices in one place.

Add another number

Re: Re: My new home address

James_B — Mon, 09 Oct 2023 11:29:49 GMT

Can you see the your bill payer settings to the right of your account number @ClaudiaMig?

If not, could you try another web browser and let me know if that helps?

James

Re: Re: My new home address

ClaudiaMig — Mon, 09 Oct 2023 11:36:51 GMT

No, I can't see that, and it's very strange as I was always the bill payer, my details were always there. I have been with EE 8 years so I have changed the address previously, not sure why things are so difficult.

I really don't know what to do 😞

Re: Re: My new home address

James_B — Mon, 09 Oct 2023 11:50:46 GMT

Hi @ClaudiaMig,

If you're unable to update your address via My EE, please start a chat with Customer Care here - Contact us about your mobile phone (ee.co.uk).

They'll be happy to help. 🙂

James