topic Re: Unable to access "Manage" option after logging on. in EE app and website

Unable to access "Manage" option after logging on.

Avasdadx — Fri, 16 Aug 2024 12:24:37 GMT

Hello.

I have been a new member with EE for just over a fortnight.

I am able to log in using firstly my username (ie my Hotmail address) followed by "Next" followed by my password.

On pressing Return I am directed to EE's home page with no sign of the "Manage"..my bill etc option.

Any ideas please folks.

Re: Unable to access "Manage" option after logging on.

Ali_A — Fri, 16 Aug 2024 14:53:38 GMT

Hi @Avasdadx

Welcome to EE and EE Community

When you signed up, did you select the option as a user or acc holder?

Just a few things to try first -

Can you clear your browser cookies and cache then try log in again?

Have you tried an alternative web browser?

What happens when you try to log in via the EE App?

Ali

Re: Unable to access "Manage" option after logging on.

Avasdadx — Mon, 19 Aug 2024 12:21:14 GMT

Hello Ali (and anyone else reading this).

Still no joy yet after trying your suggestions.

Let me first explain what I've got and then I'll go into more detail as to what's happening, which hopefully will prove useful (to both you and me).

I am working from a desktop personal computer. I have neither a Smartphone/tablet nor a Smart TV etc....I'm old! Also, my mobile phone is with O2.

I signed up with EE as a new customer on a 24 month contract at their store and came away with a 25GB per month 4G Wifi device which is connected to my pc via a USB port. (From past experience ie 16 years with a 3G dongle from THREE I am confident that 25GB per month will be more than enough for my needs).

I am quite happy with it's coverage and Internet speeds. However, the problem arises when I attempt (after logging in, to either find the "Manage my account" option and also to link my device.

Here goes...

From the EE homepage I hit the Log in symbol.

Enter my Hotmail email address

On the next page I then enter my password.

I then get..."Welcome to EE" (https://ee.co.uk./exp/home) which then asks me to "Link your device to your account to manage all of your products in one place".

The next page then says..."Link device"

"Hi. Welcome to EE. Link your device to manage them online, or join the EE community". (Either link EE mobile or sim or link EE broadband). So I select the link broadband option.

Then I get "ADD YOUR HOME BROADBAND TO MY EE...

Billing Account Number...which I enter (from my first paper bill)....or Home Landline Number (of which I don't have a landline).

Followed by entering my personal details ie. name, D.O.B and email address, then finally last four digits of mobile number (so I enter the last four digits of the sim card in the device).

I'm then asked to confirm my account number.

A screen appears with a large-ish green dot with a white tick in it, below which it says..."Broadband found. The package that you're on means we'll need a few more details".

Option..."Continue to link broadband...Add your home broadband to my EE".

It then returns me to the to previous sheet and keeps asking me, in red, "Please enter your landline number or billing account number"...I don't have a landline number and they've already been given my billing account number.

After this has happened about three times I normally give up and say to myself I'll try again tomorrow!

Any additionl help/guidance leading to a solution to this problem would certainly be very gratefully appreciated.

Thank you.

Re: Unable to access "Manage" option after logging on.

Leanne_T — Mon, 19 Aug 2024 15:17:27 GMT

Hi @Avasdadx

Thanks for coming back to us and providing these details 🙂

If you have a mobile broadband account, you would use the mobile number to link the account as the account number is for home broadband accounts.

Have you tried the WiFi device's mobile number?

Leanne 🙂

Re: Unable to access "Manage" option after logging on.

Avasdadx — Tue, 20 Aug 2024 11:44:28 GMT

Thanks for that Leanne_T.

Alas, I've tried both of your suggestions to no avail.

Am I supposed to create an account (online) even though I've been given a Billing Account Number on my first (paper) bill I received last Monday?

Avasdadx

Re: Unable to access "Manage" option after logging on.

Leanne_T — Tue, 20 Aug 2024 12:38:03 GMT

Hi @Avasdadx

If this has not worked when using the mobile number for the WiFi device in the EE app and online please give us a call and our mobile guides will get the account linked for you to view all details for you account.

Our Contact Us, page has all contact numbers for you to call.

Leanne 🙂

Re: Unable to access "Manage" option after logging on.

Avasdadx — Wed, 21 Aug 2024 10:38:56 GMT

Thank you so much Leanne_T.

I followed your advice and today called your mobile guide (Katherine?) and she sorted my problem out in a few minutes.

Thank you once again so much.

Avasdadx...XXX

Re: Unable to access "Manage" option after logging on.

Leanne_T — Wed, 21 Aug 2024 10:52:43 GMT

You're very welcome @Avasdadx

I'm really happy to read this is now sorted for you 🙂

Have a lovely day.

Leanne.