topic Re: Mobile phone plan is not showing in app in EE app and website

Mobile phone plan is not showing in app

ianR6 — Mon, 29 Apr 2024 15:29:59 GMT

My mobile phone plan is not showing up in the app.

I have tried to link it but it says it is already linked.

Have tried logging in and out etc and even deleting the app and trying again but still the same.

Re: Mobile phone plan is not showing in app

Katie_B — Mon, 29 Apr 2024 16:35:29 GMT

Hello @ianR6.

Thanks for coming here.

Are you aware if you have previously had an EE account?

Katie

Re: Mobile phone plan is not showing in app

ianR6 — Mon, 29 Apr 2024 16:45:32 GMT

No I didn't

My broadband has moved across as I was BT and i took out a sim only deal with EE.

My broadband shows in the app but not the phone

Re: Mobile phone plan is not showing in app

Katie_B — Mon, 29 Apr 2024 17:01:13 GMT

Thanks for confirming @ianR6.

I'd recommend giving us a call so our customer care team can help link your account.

Katie

Re: Mobile phone plan is not showing in app

ianR6 — Mon, 29 Apr 2024 17:24:34 GMT

I did call earlier, they said to leave it a few days and if it doesn't work create a new account.

which i do not want to do.

What department do you recommend I call for this ?

Thanks

Re: Mobile phone plan is not showing in app

Katie_B — Mon, 29 Apr 2024 17:26:40 GMT

Hi @ianR6.

The best team to speak with would be our technical care team on 150.

Katie

Re: Mobile phone plan is not showing in app

Benz2058 — Mon, 04 Nov 2024 09:44:12 GMT

Same problem.

I tried calling 150. They told me to wait for seven days, but I still have the same problem. I can only see my broadband bill, but I can't see my mobile plan.

Re: Mobile phone plan is not showing in app

moscab1 — Mon, 04 Nov 2024 11:31:35 GMT

I'm running into the exact same issue as you,
Problem is this has been reported more than a year ago and nothing has been done to fix this issue.
I am always given random and false hopes that this will be sorted in 2 hours, next day, next 7 days...
I am still waiting! it's been 12 months!!
I cannot access my mobile settings, roaming, extra charges etc. pathetic!

Re: Mobile phone plan is not showing in app

Boybeckham — Tue, 18 Nov 2025 18:37:34 GMT

Hi all.

Has this issue been fixed?

I joined EE a few days ago and also have this problem.
I’ve called 150 and was told they were aware of an issue do the last few days. When I said i had read info on here saying it was ongoing for a year or so I was made to feel like a lier.
im within my 14 days grace period and think i might have to cancel and return to my previous supplier.
I was going to port my wife and 2 sons over here but pointless if we can’t share data etc.

Pretty poor service really.

Re: Mobile phone plan is not showing in app

Stephb53 — Tue, 18 Nov 2025 20:57:36 GMT

Hi @Boybeckham I’ve recently joined EE for sim only and I’m having this issue. Tried support who couldn’t help, told me to wait a few days, then wait for my first bill, then wait a few more days and I still can’t access anything on the app.

Re: Mobile phone plan is not showing in app

Boybeckham — Tue, 18 Nov 2025 21:05:57 GMT

Absolutely shocking service for a telecoms company.

How can they expect you to have an account with no visibility of what you have or what you are spending?

And to make matters even more insulting the customer service agents obviously know there is an issue and lie about it.

Wish I’d looked on here before I ported over.
to add insult to injury EE are more than twice as expensive as my old supplier (Sky). Never had an issue with their app.
I only joined EE as it’s the only network that gets a reception at my workplace and means I don’t have to rely on works restricted WiFi.

I’ll give it until the middle of next week and then consider cancelling if I get no resolution.

Re: Mobile phone plan is not showing in app

Stephb53 — Fri, 21 Nov 2025 13:22:38 GMT

I logged a complaint about this issue, it is apparently meant to be fixed by the end of the week. Given that we are on Friday and it’s still not working….we shall see😆

Re: Mobile phone plan is not showing in app

Elev1 — Sun, 08 Feb 2026 00:47:52 GMT

Hi I’m having the same issue. Joined beginning of December and still can’t get on to see bills or data says iv already linked called them multiple times to be told it’s an issue and will sort it self out. Try again in a few days. Nightmare

Re: Mobile phone plan is not showing in app

Stephb53 — Mon, 09 Feb 2026 13:27:30 GMT

Hi @Elev1 It’s so frustrating isn’t it. Mine did fix itself eventually, hopefully you’re not waiting too much longer!

Re: Mobile phone plan is not showing in app

Leanne_T — Mon, 09 Feb 2026 15:34:01 GMT

Hi @Stephb53

Welcome back and thanks for letting us know this is now fixed for you.

Thanks 🙂

Leanne.