topic Re: Second linked account not showing in manage numbers. Unable to upgrade in EE app and website

Second linked account not showing in manage numbers. Unable to upgrade

DoctorGreyboots — Thu, 30 May 2024 11:54:01 GMT

I have 2 sim cards that show on the main homepage (the account selector drop-down).
I can see the bills etc. for the second account, but when I go into 'Plans and subscriptions'>Manage numbers only the first account shows.

I tried the link mobile, but it said it was already linked.

I am wanting to upgrade the second account but whener I follow the upgrade links as select a new package, it always shows I'm upgrading my primary account (meaning I have to delete the basket and come out.

Help!!

Re: Second linked account not showing in manage numbers. Unable to upgrade

Leanne_T — Thu, 30 May 2024 14:08:18 GMT

Hi @DoctorGreyboots

Thanks for coming here.

If you don't have the option to select the second number when upgrading, please call us on 150.

Our mobile guides will get this looked into for you and help you with the upgrade 🙂

Leanne.

Re: Second linked account not showing in manage numbers. Unable to upgrade

DoctorGreyboots — Tue, 04 Jun 2024 22:01:45 GMT

Contacted ee on 150 and it looks like there's a few other customers with the same issue. They have passed it back to their technical support who are attempting to sort out the mis-linked accounts.

I would recommend anyone else with the same problem to report it by dialling 150 from your mobile

Re: Second linked account not showing in manage numbers. Unable to upgrade

scud1373 — Tue, 09 Jul 2024 19:53:27 GMT

Im having the same issue and EE currently want me to spend 45 minutes on hold - absolute farce

Re: Second linked account not showing in manage numbers. Unable to upgrade

scud1373 — Tue, 09 Jul 2024 19:55:48 GMT

may i suggest that you (EE) do something about the obscene wait times (45 minutes) or better still fix the issue given how long its been going on. Used to swear by EE and its just abysmal customer service, quality control and a huge drain on my time.

Re: Second linked account not showing in manage numbers. Unable to upgrade

Christopher_G — Wed, 10 Jul 2024 06:40:54 GMT

Hi @scud1373

Welcome to the community.

I'm sorry that you had a wait to get through. Did you manage to speak to someone to look into this?

Chris

Re: Second linked account not showing in manage numbers. Unable to upgrade

Thomas15113 — Mon, 26 Aug 2024 10:51:39 GMT

Like others here, I can’t see the second device. I can see it on the app, but then it disappears when trying to upgrade. I willl have to brave the 45 min’s on hold. As others say, unimpressive waiting time. I tried Sunday and Saturday several times, but it seems constant. Well, will but the news on and get my paper out and go on “hold”….