topic Re: Two EE ids in EE app and website

Two EE ids

hazzabhoy — Sat, 29 Jun 2024 20:04:28 GMT

Hi I have 2 EE ids one for mobile and another for BB. I moved home and the homemove couldn’t be done on New EE so set me up with new BB account with another separate email being used. Have had 2 guides attempt to fix it but still have to log in twice to manage account.

Since the last time someone did something on the account I can’t do anything on mobile account won’t let me add a watch etc. can anyone help?

Re: Two EE ids

Chris_B — Sat, 29 Jun 2024 20:17:08 GMT

@hazzabhoy As it’s an account issue you need to call customer services about this.,

Re: Two EE ids

hazzabhoy — Sat, 29 Jun 2024 20:19:48 GMT

Done it twice and not fixed last guide ignored my emails after the attempt.

Re: Two EE ids

Schockwave — Sun, 30 Jun 2024 15:24:28 GMT

@hazzabhoy , did you actually ring customer service? You can actually change the email address by logging into the EE App and clicking on the icon top right and then click on login in details and change the email address, so that they are the same,

Re: Two EE ids

hazzabhoy — Sat, 20 Jul 2024 17:33:10 GMT

Yes there is an ongoing problem and can’t be changed apparently there will be a fix soon.

Re: Two EE ids

Madchemic43 — Wed, 18 Sep 2024 12:14:54 GMT

Does anyone have a direct number to be connected to the team that issue EE id?

Re: Two EE ids

Christopher_G — Wed, 18 Sep 2024 15:15:56 GMT

Hi @Madchemic43

Our contact us page has contact information for our Customer Care team, who will be able to help you with this.

Chris

Re: Two EE ids

Madchemic43 — Wed, 18 Sep 2024 15:28:01 GMT

Thank you.

They will merge my two accounts in 5 working days.

Re: Two EE ids

Schockwave — Wed, 18 Sep 2024 16:05:48 GMT

@Madchemic43 , thank you for coming back and giving us the update, glad it will be sorted within the next 3 working days.

Re: Two EE ids

Madchemic43 — Fri, 18 Oct 2024 14:49:31 GMT

Can please someone help me on this.

It has been over a month and my problem still haven't been sorted.

Single user fault ticket created.

I have things attached to wrong email (googlemail) and some apparently to my correct one (gmail).

In my attempt to get any support to technical support being able to merge them I am going in circles-nothing resolved.

I even tried creating a new yahoo email today in hope to transfer stuff there using that login-no success.

Really getting frustrated how unhelpful the setup process is, being unable to delete account and start fresh.

And I am not alone in this as i am constantly getting message across-there are other people in the same boat-obviously.

So what is the solution to use my gmail as a login and have everything in one place and being able to use EE app?

Re: Two EE ids

Madchemic43 — Fri, 18 Oct 2024 14:51:30 GMT

Nothing resolved after a month.

I am frustrated and it has already taken around 6 hours on Customer support and two different guides.

I really don't know why is it so difficult to correct an error that Guide created stating the wrong email in the activation process.

Re: Two EE ids

Madchemic43 — Fri, 18 Oct 2024 14:53:16 GMT

Customer care team is clearly not really helpful if the issue can't be resolved after a month, but CS is saying-we normally get this sorted in 3-5 working days.

3-5 working days is not a month wait, is it?

Re: Two EE ids

Madchemic43 — Fri, 18 Oct 2024 14:54:54 GMT

Not if someone has linked some stuff to the wrong email, and some to the right and you have no clue in the end talking to CS what has been done.

Re: Two EE ids

Katie_B — Fri, 18 Oct 2024 15:51:15 GMT

Hello @Madchemic43.

I am sorry to hear this has still not been resolved.

Are you aware if the ticket raised is still open?

Was an update provided last time you spoke with our customer care team?

Katie

Re: Two EE ids

Madchemic43 — Fri, 18 Oct 2024 16:03:08 GMT

No update on this last time I spoke.

Single user ticket fault created.

Web form to merge accounts attached to my account.

I just want everything merged to my gmail account login and delete any other emails and stuff associated with them.

Issue is going on and one, not only me with this issue.

Re: Two EE ids

Katie_B — Fri, 18 Oct 2024 16:16:27 GMT

Thanks for getting back to me @Madchemic43.

When was the last time you spoke with someone?

We have no account access here on the community so will be unable to view any updates.

Katie

Re: Two EE ids

Madchemic43 — Fri, 18 Oct 2024 16:48:49 GMT

I am constantly speaking with someone and they are saying it will be resolved.

Last call was yesterday morning

i was said to get a call back this morning. No call.

let me just point out that i am constantly told they are “looking into it”

it could be resolved after one month i would say?

Re: Two EE ids

Katie_B — Fri, 18 Oct 2024 17:13:38 GMT

Hi @Madchemic43.

I understand this is beyond frustrating and you want this resolved.

Our online complaints form can be found on our Make a Complaint page, if you complete this a member of our complaints team will be in touch.

Katie

Re: Two EE ids

hazzabhoy — Fri, 18 Oct 2024 17:43:48 GMT

Just an update, it’s been sent offline twice and still nothing that’s over 9 months now. Everyone has been great promising that this would be it finally sorted but exactly the same as it was in the beginning, I now don’t have access to the email that was used to log in to the BB account so goosed to reset password if I needed to.
If EEID is so essential why nearly a year since launch is this still an ongoing issue?

Re: Two EE ids

Madchemic43 — Sat, 19 Oct 2024 10:03:26 GMT

Thank you Katie. I will raise a complaint form.

Hopefully that will escalate things.