topic Re: Website: "unknown device" in EE app and website

Website: "unknown device"

strafft — Fri, 14 Oct 2022 10:57:20 GMT

See e.g. Device unknown - The EE Community

Since my upgrade a couple of weeks ago, when I look on my website account it shows as "unknown device". It was fine before, and the other phone on the account is displaying fine, just this one. I have reinstalled MyEE numerous times using network not wifi - no change. I have contacted customer support on chat twice taking ages to get nowhere.... I have suggested maybe as dual SIM and/or eSim device (the eSim uses +44 no 0 at start of the number)....

Any ideas anybody????

Re: Website: "unknown device"

Christopher_G — Fri, 14 Oct 2022 12:48:32 GMT

Hi @strafft

Welcome to the community.

I've seen from other customers that deleting, then redownloading the app when using mobile data instead of WiFi sometimes fixes this.

The image not showing in your My EE account will not affect your service or usage at all.

Chris

Re: Website: "unknown device"

strafft — Fri, 14 Oct 2022 12:58:53 GMT

Thanks Chris. Yes I have done that with the app. A few times! I know is not a material issue as such - it's just plain annoying and seems like should be simple - my device is associated with me as well as my services so why is it not correct?!

Re: Website: "unknown device"

Jobear91 — Mon, 13 Nov 2023 11:23:47 GMT

is there any update on this?

There used to be an option to manually set what your device is but I can't find that now.

Re: Website: "unknown device"

strafft — Mon, 13 Nov 2023 14:22:59 GMT

It's still the same at my end

Re: Website: "unknown device"

Chris_B — Mon, 13 Nov 2023 14:32:15 GMT

@Jobear91 It means nothing even with the correct device shown. You don’t gain anything from it and you have never been able to manually change the device as that information comes from the device/SIM card over the network as it’s linked to your account.

Re: Website: "unknown device"

strafft — Mon, 13 Nov 2023 14:34:33 GMT

Yeh I know Chris - just as posted before " know is not a material issue as such - it's just plain annoying and seems like should be simple - my device is associated with me as well as my services so why is it not correct?!"

Re: Website: "unknown device"

Coyley — Thu, 17 Oct 2024 09:19:48 GMT

It's 17 Oct 2024 and still this issue persists. I upgraded from my personal iPhone 12 Pro Max to an EE iPhone 16 Pro Max. My account shows that I do indeed have a 16 Pro Max but when I view Billing my number device says Unknown.

When I joined EE in Dec 2023 I was able to specify my mobile device, that option is no longer available. To be fair, seeing as I ordered my phone through EE the listed device should show the device I have. I mean, it's not hard as the website/systems are all linked. Right?

Can anyone in EE tell us how to set our device?

p.s. 2024 is nearly over and I have to say, the EE website is shockingly slow to use and it's design feels like is from the 2000s. But that's a different story.

Re: Website: "unknown device"

strafft — Thu, 17 Oct 2024 10:06:46 GMT

Yup - no change - seems like the simplest thing to resolve but clearly no will so to do - rubbish frankly