topic Re: Can’t link device to account in EE app and website

Can’t link device to account

Aidy06 — Mon, 07 Oct 2024 18:44:47 GMT

Hi,

I moved from a personal account over to a business account keeping my number, since then I’ve not been able to log in to my account at all. It tells me that I have to link my device and then it tells me that it couldn’t find any products using my mobile number. This has been going on for over 3 weeks now.

I’ve called numerous times and they keep telling me that there’s an issue with the app and website and it’s not letting people link their device, I find this hard to believe as it’s only happened when they moved me across to business.

Can anybody help with this issue please? As I don’t seem to be getting anywhere over the phone.

Thanks.

Re: Can’t link device to account

Katie_B — Tue, 08 Oct 2024 08:36:05 GMT

Hello @Aidy06.

Welcome to the EE Community.

Are you aware if your old EE account was deleted from the system?

Katie

Re: Can’t link device to account

Aidy06 — Tue, 08 Oct 2024 16:47:42 GMT

I’m not sure, they just said they can’t reset it or make me a new one and to just keep trying to log in but it’s been over 3 weeks now and still can’t get into it.

Re: Can’t link device to account

Christopher_G — Wed, 09 Oct 2024 13:05:28 GMT

OK, thanks @Aidy06

This is something that you will need to continue to discuss with our business support team. Hopefully they can get to the bottom of it for you.

Chris

Re: Can’t link device to account

Aidy06 — Sun, 20 Oct 2024 16:04:06 GMT

Still not sorted dispute various calls, not sure why it can’t be fixed. I can’t access my account any longer and nobody can help me.

They told me it was an issue with the app and website and that it was affecting everybody, said it would be fixed by the 15th of October but still can’t log in.

Re: Can’t link device to account

JoshAlfie1 — Sun, 20 Oct 2024 20:48:30 GMT

I am having the same problem. Been like this for weeks now.

Did you get anywhere with it?

Thankfully I didn't sign up to a contract, and will be taking my number elsewhere if it doesn't get resolved soon.

Re: Can’t link device to account

Aidy06 — Mon, 21 Oct 2024 16:18:48 GMT

No, haven’t had any luck sorting it.

As it stands I can’t access anything that I need for my business, I can’t see my bills etc.

If not resolved shortly I’ll be taking my business lines elsewhere.

Re: Can’t link device to account

rob794580 — Wed, 18 Dec 2024 07:36:41 GMT

I am in the same boat. It’s been nearly three months now. Did you manage to get it sorted?

Re: Can’t link device to account

Denisthemen___ — Tue, 14 Jan 2025 21:06:58 GMT

This is great - now have exactly the same problem - discovered the inability to download invoices today and their only solution was to email separate pdf files from April to date. I did move from a personal account to a business account as well because the wrong phone number (my personal one) was initially wrongly allocated - I had two EE mobiles.!!!

simply don’t understand why the web site has options to correct the phone number but then refuses to recognise either the business number or the private number. What is amazing is that they do recognise the correct phone number for the account when creating invoices to take direct debit payments. The bills have the correct number associated with the account printed on them.!!!!

It is quite shocking that EE haven’t sorted this issue - its been known for months. If I want to change to another provider who doesn’t have these problems which are not my fault then I have to pay a mammoth transfer charge. The end of my contract can’t come quick enough especially as I only get one or two bars signal at my home.

Re: Can’t link device to account

MikeW26 — Sat, 08 Feb 2025 11:36:31 GMT

I joined EE a month ago for my home phone and broadband and am having the same problems. Not a good impression for a new customer. I'm beginning to think I've done the wrong thing joining EE.

Re: Can’t link device to account

Rach_H — Sat, 08 Feb 2025 14:16:21 GMT

Hi @MikeW26,

Welcome to the Community!

I'm so sorry to hear you're having these issues. Have you spoken with our team about the problems you're having?

Rach

Re: Can’t link device to account

MikeW26 — Sat, 08 Feb 2025 18:43:30 GMT

No not yet. I did ask instore when I set up the account but they just said it was an internal problem.

I just get screens telling me my details don't match my account (which they do) or "something's gone wrong" or "we're having problems linking your products, please try later"

Re: Can’t link device to account

Alex_H — Sun, 09 Feb 2025 09:13:19 GMT

@MikeW26 When you get a chance give us a call as one of our guides should be able to look further into why it is not letting you link your account and help get it resolved. Contact Us | Help & Support | EE

Alex

Re: Can’t link device to account

Scotto1972 — Sun, 09 Feb 2025 21:39:05 GMT

Same absolutely shocking service and very pricey compared to being a new customer

Re: Can’t link device to account

Denisthemen___ — Mon, 10 Feb 2025 01:28:02 GMT

Agree totally, EE don’t value customers and are dilluding themselves if they think they do. I’ve not seen any attempt to resolve problems or even deliver what they say they will.

Sent from my iPhone

Re: Can’t link device to account

Leanne_T — Mon, 10 Feb 2025 10:45:43 GMT

Hi there @Denisthemen___ @Scotto1972

If you're both unable to link a device in your EE account, please get in touch with our technical support guides and they will get this fully investigated for you.

Leanne.

Re: Can’t link device to account

Denisthemen___ — Mon, 10 Feb 2025 10:56:02 GMT

Have done that twice and had longish phone calls but nothing has changed - I had to ask to be sent PDFs of each bill since last April last year which I did receive. EE is posting bills for next 3 months free of cost while they sort it out!!! Also asked for a copy of my contract but that hasn’t arrived - presumably it takes more weeks.!!!

Sent from my iPhone

Re: Can’t link device to account

Leanne_T — Mon, 10 Feb 2025 12:44:46 GMT

Hi @Denisthemen___

You can find details on your plan and contract details in the confirmation email. If you get back in touch with the team they will give you an update on the account.

Leanne.

Re: Can’t link device to account

MikeW26 — Wed, 19 Feb 2025 20:25:41 GMT

I've just spoken to a helpful chap at EE and he discovered that for some reason EE had given me 2 accounts so when I was trying to link my devices it was going to the wrong account/details. It took him a while (about 40 mins) but he managed to find the problem and merge the 2 into 1 and now everything works.

Re: Can’t link device to account

Katie_B — Thu, 20 Feb 2025 08:15:57 GMT

Thanks for coming back and letting us know @MikeW26.

It's great to hear this is now resolved.

Katie