topic Re: Cannot link new SIM to account and EE not helping in EE app and website

Cannot link new SIM to account and EE not helping

samerps — Wed, 02 Oct 2024 12:11:40 GMT

Hello,

I took out a business SIM more than two weeks and I am trying to link to my new EE account, but I keep getting an error message saying "Let's try that again, we couldnt find any products using the number xxxxxx". I phoned EE support three times, and I do have a ticket number, the execuse I keep getting is that there has been a crash at EE which is affecting accounts, I'm finding this hard to believe because I have seen other posts with similar issue going back to 2023. I have been unable to view any details about my account such as bills and charges.

Is anyone here able to help please?

Thanks

Re: Cannot link new SIM to account and EE not helping

Peter_W — Wed, 02 Oct 2024 15:13:25 GMT

Good afternoon @samerps, thanks for reaching out to us about this.

You've definitely done the right thing in giving our support team a call; we'll always aim to get things sorted then and there, but sometimes it can require a bit of further investigation.

If you've had a ticket raised, a member of our team will keep you updated on how things go.

Please let us know how you get on too.

Peter

Re: Cannot link new SIM to account and EE not helping

samerps — Wed, 02 Oct 2024 15:16:23 GMT

Thanks Peter, it has been about two weeks since the ticket was created, but nobody from EE has contacted me or given me an update. Every time I call, I get told the same reason, and basiclly just wait.

Sam

Re: Cannot link new SIM to account and EE not helping

Peter_W — Wed, 02 Oct 2024 15:20:49 GMT

I really appreciate your patience with this one @samerps.

These faults can sometimes be complex and take a fair bit of investigation, but I can understand your frustration if you've not been kept in the loop with what's happening.

If you continue to get nothing in the way of updates, it's worth getting this logged with our dedicated complaints team.

They'll review your case and make sure we've done everything we can for getting this resolved.

Peter

Re: Cannot link new SIM to account and EE not helping

vezek — Thu, 03 Oct 2024 06:48:44 GMT

I have the exact same problem. Took a business SIM last weekend and I cannot link it to my account from the iOS app or website. It’s quite annoying as I’d like to monitor my usage.

I spoke to technical support and they told me they’re having “an issue” at the moment. Nothing else.

Re: Cannot link new SIM to account and EE not helping

samerps — Tue, 15 Oct 2024 11:46:53 GMT

It has now been a month and still no signs if this issue will ever be resolved. I was on the phone last Friday with EE, I kept being tranferred back and forth, each person telling me a different story "this is a global issue, our system crashed, and another person told me how he is now testing a next generation not yet released smartphone (I wont mention which brand)", I tried asking for my account to be cancelled but got told I would still have to be early termination charges depite EE is at fault.

I also submitted a compliant last week but have not heard back anything.

This is now a very frustrating issue, although I can use my business phone number, I cannot view my usage and I cannot get access to my bills. I will have to phone EE everytime for this for them to email my bills.

Is there anyone who can help here please @Peter_W

Thanks

Re: Cannot link new SIM to account and EE not helping

vezek — Tue, 15 Oct 2024 12:21:42 GMT

I’m still having the same issue, despite numerous calls to EE as well, including to their complaints team. Each time, I get a different response – ranging from “It will be resolved next week” to “We’re migrating to a new platform.” Some have been more creative, claiming, “We’ve already moved 92% of customers with this problem.”

I can’t use EE the way I intended for my business, such as managing bills or switching between roaming and international calling benefits. I’m not interested in calling EE every month just to request my bill or check how much allowance I have left.

This is really disappointing, especially given EE’s reputation. I thought EE was superior to other mobile providers, but I was clearly mistaken. Unfortunately, it’s too late to cancel my contract, even though this feels like a breach of service.

Re: Cannot link new SIM to account and EE not helping

Christopher_G — Tue, 15 Oct 2024 15:14:43 GMT

Hi @samerps and @vezek

We do not have access to your account here in the community. I recommend continuing to follow the complaints process through our Business Support team. Hopefully there's a resolution soon for you.

Chris

Re: Cannot link new SIM to account and EE not helping

samerps — Tue, 15 Oct 2024 16:41:28 GMT

Thanks @Christopher_G ,

I have been contacting the Business Support Team for the past month, and everytime time I get told the same stories, and that it will be fixed the following week. Its very frustrating and I not sure what to do now, is there any way you can or someone else can look into this please? I do have a complaint reference number which I can provide.

Sam

Re: Cannot link new SIM to account and EE not helping

Rach_H — Wed, 16 Oct 2024 07:22:39 GMT

I do understand your frustration @samerps, however, we wouldn't be able to help you further without account access, which we don;t have here on the Community.

If you already have a complaint open then this will be being handled by one of our team, who will keep you up-to-date with what is happening.

If you aren't happy with the communication you've recieved, then you can reach back out, and they will be able to let you know what is happening and if there are any updates, though it may be the case that there might not be any more updates at this time.

Rach

Re: Cannot link new SIM to account and EE not helping

vezek — Wed, 16 Oct 2024 07:45:14 GMT

The reality is that no one at EE seems to understand what the issue is. It is extremely tiresome for us, as business customers, to repeatedly contact the support or complaints team, navigate endless security protocols, and re-explain everything each time the call is transferred to another person.

The email chain I have with the complaints team has become quite absurd. Each new person who takes over the thread requires me to go through security once again via email. There seems to be a complete lack of common sense, with everyone at EE providing generic, chatbot-like responses.

I am now considering cancelling my account due to their failure to meet their contractual obligations.

Re: Cannot link new SIM to account and EE not helping

samerps — Sun, 03 Nov 2024 17:00:15 GMT

Still no update from EE on this, and still cannot link my account. I have to phone every time just to get my bill. I do not think this issue will ever be fixed. Again is there anyone who can help? my ticket number is 24281214 @Rach_H @Christopher_G @Peter_W

Re: Cannot link new SIM to account and EE not helping

samerps — Mon, 04 Nov 2024 11:17:45 GMT

Issue has finally been fixed. I called again today and we had to use a new email address to set up a new account.

Re: Cannot link new SIM to account and EE not helping

Alex_H — Mon, 04 Nov 2024 16:04:34 GMT

@samerps I am glad to hear your issue is now resolved, I appreciate it will have been frustrating. Thank you for coming back to the community to share what was done to resolve it in order to help others with the same issue.

Alex