topic Re: SIM attached to wrong account in EE app and website

SIM attached to wrong account

kingqueen — Fri, 23 Aug 2024 07:17:46 GMT

I bought a new PAYG SIM recently and despite much conversation with EE Customer Services, and going into a shop, I'm unable to attach it to my EE app or online account.

Every time I try, I get:

"Looks like you’ve linked already

Your EE products are linked to another online account. You’ll need to log in to that account to manage them.

If it doesn’t seem seem right, contact us."

Customer services are adamant that they have linked the relevant number to my email address (doug.paulley@kingqueen.org.uk).

I THINK what is happening is that because I have been around for a while I have two EE accounts, both with the same email address in. One very old one under a conventional username (kingqueen, or kingqueen3065, likely) and one whose username is my email address. I don't have access to the former any more, and that's what my SIM's mobile number is linked to.

Any help very gratefully received

[Mod edit: Removed email address from public view]

Re: SIM attached to wrong account

kingqueen — Thu, 22 Aug 2024 20:44:05 GMT

Now when I log in on my mobile I get "Your account is now closed."

"view final bill" gives an error.

Yet I can still log in just fine on the website, with the same details.

Please would it be possible for somebody from tech support to find out what is going on and sort it out? Thank you!

Re: SIM attached to wrong account

XRaySpeX — Thu, 22 Aug 2024 22:50:13 GMT

@kingqueen : You need to call CS to delete your old contract MyEE a/c & then you can set up your new PAYG MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.

Re: SIM attached to wrong account

kingqueen — Thu, 22 Aug 2024 23:39:47 GMT

@XRaySpeX thank you for the information.

I'm not great at phone calls due to autism and hearing loss. Trying to explain this to them over the phone makes me feel trepidation.

Do you think there's any way that a member of the Community Support Team or the Customer Care Team could intervene so that I can do this in writing rather than by phone?

Thank you

Re: SIM attached to wrong account

XRaySpeX — Fri, 23 Aug 2024 01:57:53 GMT

This user discussion forum can have no access to your specific account. You need to raise this with CS.

Re: SIM attached to wrong account

kingqueen — Fri, 23 Aug 2024 06:18:16 GMT

https://community.ee.co.uk/t5/EE-Community-info-News/Meet-our-Community-Team/td-p/1415489 says:

"The EE Community Support Team keep a watchful eye on the community, stepping in when Community Stars and others need a helping hand to find the right official information from EE. If a situation means EE needs personal details from you, they’ll connect you to a private place to get support from our Customer Care Team."

Can the Community Support Team connect me to a private place to get support from the Customer Care Team to avoid me having to attempt to describe the situation by phone?