topic Re: EE App in EE app and website

EE App

UkzVortex — Wed, 10 Jan 2024 15:27:35 GMT

I woke up Tuesday morning this week login to my EE app and found I no longer have access to my mobile account only my broadband account try Phone 150 to get this fixed, but all they keep doing is asking for my IPV4 and I will not give it as private to me when it the pass when the ID as stop working the normal send it off and fix with 72hr or 3-5 working days. But if I log in to the ID on my desktop both accounts are there only thing I can't do is view the plans.

So if anyone from EE/BT is reading this can you help to get my mobile account back onto my APP and make it so can see my plan again?

Here are some screenshots of the website for the plan and screenshots on the app>

thank you

Alex

Re: EE App

Schockwave — Wed, 10 Jan 2024 17:12:33 GMT

@UkzVortex , at the bottom, have you tried clicking on manage? You should then be able to choose mobile near the top, see if that works.

Re: EE App

UkzVortex — Wed, 10 Jan 2024 17:37:27 GMT

it only home

Re: EE App

Christopher_G — Thu, 11 Jan 2024 08:09:20 GMT

Hi @UkzVortex

Have you tried deleting and redownloading the EE app?

Chris

Re: EE App

UkzVortex — Fri, 12 Jan 2024 19:18:45 GMT

yes it got the account back but click on the 152 number and then want the 926 number I see this

Re: EE App

Christopher_G — Sat, 13 Jan 2024 08:40:55 GMT

OK, thanks @UkzVortex

If you follow this link to the EE Online desktop site, are you able to set yourself as the 'bill payer'?

Chris

Re: EE App

UkzVortex — Sat, 13 Jan 2024 09:14:45 GMT

it all read set but 512 say

Bill payer: You	Remove
User: Available

Re: EE App

Christopher_G — Sat, 13 Jan 2024 11:18:50 GMT

OK, so you should definitely be able to see the details of each number, @UkzVortex

I think the only way to get this resolved is to speak to our technical support team so they can raise a ticket for this.

Chris

Re: EE App

UkzVortex — Sat, 13 Jan 2024 18:43:06 GMT

they wouldnt do anythink

Re: EE App

Christopher_G — Sun, 14 Jan 2024 15:44:09 GMT

Did they raise a ticket, @UkzVortex?

Chris

Re: EE App

UkzVortex — Mon, 15 Jan 2024 14:20:17 GMT

no they wouldnt do any think about it

Re: EE App

Leanne_T — Mon, 15 Jan 2024 15:25:47 GMT

Hi @UkzVortex

I am sorry to hear this, please try calling us again on 150 to get this looked into further.

Leanne.

Re: EE App

UkzVortex — Mon, 15 Jan 2024 15:40:39 GMT

I have and don't want do any think about it and they don't understand issue

Re: EE App

Leanne_T — Mon, 15 Jan 2024 15:42:22 GMT

Hi @UkzVortex

The team should run through some troubleshooting for your EE account to help you get this sorted. I am very sorry we have no account access on the community to get this resolved for you or a ticket raised if needed.

Leanne.