topic Re: problem with the My EE application in EE app and website

problem with the My EE application

robpec — Mon, 27 Nov 2023 11:05:28 GMT

Re: problem with the My EE application

Schockwave — Mon, 27 Nov 2023 11:46:18 GMT

Hello @robpec ,

What problem are you having with the app? We would need more information in order to help you.

Have you made sure that you have the latest version?

Re: problem with the My EE application

robpec — Mon, 27 Nov 2023 11:58:48 GMT

Hello. My name is Robert. I am asking for help and explanation of a serious problem. As of August 2023, I do not have access to information about my devices registered to my account. These are 4 devices. I called Customer Service many times. I have reset my MyEE password multiple times and I still can't see any of the devices in my account. This is very troublesome for me because the lack of access to information about devices does not allow me to control additional costs, I cannot update the equipment. I declare that the situation occurred was not my fault. The fault lies with EE. The bills for this account are over £200 a month and I need to be in control of all my devices. During the last conversation with Customer Service, I received information to re-register the account using my email address. Unfortunately, the situation has not changed. When I tried to connect a device to this account, I got the message "the device is already added to another account". I am asking for help and solving this problem.

Re: problem with the My EE application

Schockwave — Mon, 27 Nov 2023 12:38:17 GMT

@robpec , when in the app, have you clicked on the drop down, where it shows the mobile number of the device? You can then click on each individual device, rather the number corresponding to the device, then you should be able to control each device and costs.

Re: problem with the My EE application

robpec — Mon, 27 Nov 2023 12:55:05 GMT

Re: problem with the My EE application

Leanne_T — Mon, 27 Nov 2023 14:04:09 GMT

Hi @robpec

Thanks for coming here.

Are you using the same email address to log in you have used previously to view the account details?

Thanks 🙂

Leanne.

Re: problem with the My EE application

robpec — Mon, 27 Nov 2023 16:19:03 GMT

Hi. Yes, I use the same email

Re: problem with the My EE application

robpec — Mon, 27 Nov 2023 16:20:34 GMT

yes

Re: problem with the My EE application

James_B — Mon, 27 Nov 2023 18:41:20 GMT

Hi @robpec,

The error message you're seeing indicates that your products have been linked with a different email address in the past.

Our Customer Care Team will be able to rectify this if you get in touch on 150.

Thanks

James

Re: problem with the My EE application

robpec — Mon, 27 Nov 2023 19:05:24 GMT

Hi. I have contacted Customer Service many times. Devices have always been assigned to only one account with one email address

Re: problem with the My EE application

Christopher_G — Tue, 28 Nov 2023 07:44:10 GMT

They should be able to reset your online account completely so that you can register again, @robpec

Chris

Re: problem with the My EE application

robpec — Tue, 28 Nov 2023 10:00:04 GMT

Hi, Yes, they reset it. I registered my account again but the problem is the same. I cannot register devices because I get a message that the devices are already registered on another account. It's been over 3 months now, I've been paying bills and I don't know why?!

Re: problem with the My EE application

Christopher_G — Tue, 28 Nov 2023 12:49:13 GMT

They may need to reset the ones that the other numbers used to be attached to, @robpec

Do you know if they tried that?

Chris

Re: problem with the My EE application

robpec — Tue, 28 Nov 2023 15:48:20 GMT

Yes. My last interview was on Saturday (25/11/23). I was told that my email address had been reset and I needed to register again. I did that but the account number remained the same and there is no device

Re: problem with the My EE application

Christopher_G — Tue, 28 Nov 2023 16:11:07 GMT

OK, thanks @robpec

This is something you need to discuss with our technical support team again. If everything they have tried doesn't work, they can raise a ticket to investigate it further.

Chris

Re: problem with the My EE application

robpec — Tue, 28 Nov 2023 17:44:14 GMT

This has been going on for over 3 months now and all I have are text messages about the ongoing investigation. If it helps, this is the investigation number INC2736103 Please help because I don't know what to do anymore 😭

Re: problem with the My EE application

Christopher_G — Wed, 29 Nov 2023 09:29:35 GMT

OK, thanks @robpec

I've sent you a private message to try and get you some help with this. Please have a look and get back to me.

Chris