topic Re: Still not recognised as owner of my own account. Maybe I should go elsewhere. in EE app and website

Still not recognised as owner of my own account. Maybe I should go elsewhere.

octafish — Tue, 07 Nov 2023 22:41:25 GMT

I joined EE some months ago. Although I finally managed to get my phone linked to the account by talking to customer services, no one there can get the app to recognise me as the owner. So, I have no control over the account and can't even e my own phone usage. Contacted CS so many times but no luck. If I can't get this sorted in the next month I'll have to go elsewhere.

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

Northerner — Wed, 08 Nov 2023 05:23:13 GMT

Hi @octafish

You never set your online account up correctly. Go to your online account - Plan and subscriptions - scroll down to manage numbers and change the options to You.

Thanks

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

octafish — Wed, 08 Nov 2023 08:32:22 GMT

Thanks, I really appreciate your result. However, it is set to me. CS told me that it's a problem their end as they get knocked back when they try and set the account holder as myself.

Steve

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

Leanne_T — Wed, 08 Nov 2023 09:39:27 GMT

Hi @octafish

Thanks for coming to the community.

When you spoke to our mobile care team, did they raise a support ticket to get this looked into?

Leanne.

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

octafish — Wed, 08 Nov 2023 11:18:22 GMT

Thanks for replying, Leanne.

I've never been given a support ticket. I've been told the issue had been raised internally and told to check back in a week or a few weeks but nothing has changed sadly.

Steve

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

Leanne_T — Wed, 08 Nov 2023 11:50:51 GMT

Thanks @octafish

This would have been a support ticket that was raised for the account, and is used by our support team to investigate the issue. Please call us for an update on the ticket.

Leanne.

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

octafish — Wed, 08 Nov 2023 15:32:53 GMT

Hi Leanne,

I was given no ticket number. I have to explain everything every time.

Steve

Re: Still not recognised as owner of my own account. Maybe I should go elsewhere.

Leanne_T — Wed, 08 Nov 2023 15:35:14 GMT

The team will have access to the notes and the tickets raised to check this for you @octafish

Leanne.