topic Re: Is there different Broadband and Mobile management app's? in EE app and website

Is there different Broadband and Mobile management app's?

TayGTR — Fri, 13 Dec 2024 14:41:35 GMT

I use IOS, I got my broadband earlier this year and I set everything up with the EE app, I see my billing, can manage my home phone call blocking etc etc, that works fine.

I've got 2 sims coming and I was told I will need to set up a new EE mobile app, could somebody tell me which actual app I need to download?, everything seems to point to the same app now.

TIA

Re: Is there different Broadband and Mobile management app's?

XRaySpeX — Fri, 13 Dec 2024 14:48:40 GMT

There is 1 EE App that manages both BB & mobile.

Re: Is there different Broadband and Mobile management app's?

Matt_124 — Fri, 13 Dec 2024 15:19:20 GMT

Hi @TayGTR,

I have replied to your previous post as well,

There is only one EE App, I think what they mean is that you would have to manage them under a separate login.

This sounds strange as they should be able to be linked, potentially there is a personal details mismatch or some such issue that meant they could not be linked.

When you receive the SIMs and get all set up, try to "Link a Product" on your existing EE profile and see if that lets you add them on there. They ideally need to be linked so you can retain your discounts and manage everything in one place.

Re: Is there different Broadband and Mobile management app's?

TayGTR — Fri, 13 Dec 2024 21:47:11 GMT

Ah, tks for that, I'll get it setup on my wife's phone initially, then endeavour to swap/merge later

Re: Is there different Broadband and Mobile management app's?

TayGTR — Fri, 13 Dec 2024 21:48:33 GMT

Tks, as I mentioned before I did go through with the chat guide first and everything from the email to address etc matched up.

As mentioned above I'll set on the wife's phone first then try to get them merged

Re: Is there different Broadband and Mobile management app's?

Matt_124 — Fri, 13 Dec 2024 22:20:15 GMT

Hi @TayGTR,

My advice would be don't do that, it's a pain in the proverbial to "merge" them later, the system just isn't there and has been causing untold issues.

Try to link them first to your existing account when you get them.

Re: Is there different Broadband and Mobile management app's?

TayGTR — Fri, 13 Dec 2024 23:27:57 GMT

will do, tks

Re: Is there different Broadband and Mobile management app's?

TayGTR — Wed, 18 Dec 2024 18:24:26 GMT

So....

Now I appear to have two sims, I assume they are related to the call I have with CS last week. Just to make things interesting I have received billing info for the original 2 sims ordered on the 11th Dec that should have been cancelled. I was working on the premise that the wheels of accounting move slowly and perhaps the cancellation that was performed when my eSim stuff never arrived.

I have 2 physical sims now, I couldnt see any info on them to suggest which was my sim and which was my wifes, none of the numbers on the envelope, letter or delivery note match anything I've had so far. Sod it, getting a bit fed up with this crap and stuck one into a spare phone I have, up pops the EE texts, telephone number which I had no idea of what it was before they arrived.

Followed your advice and linked this sim before anything else, put in the number that came up on the phone, got the 4 digit passcode, put that into my online broadband account and boom, bunches of information is now shown about mobile subscription details and numbers and dates, packages etc.

"Hurrah" I thought, until I looked a bit deeper, despite EE sending me a 4 digit passcode to verify that I have the phone number I gave them, the two original phone numbers have been populated from the failed eSIMs purchase on the 11th.

If I had any hair left I'd be pulling it out right now. what a complete cluster ****

Digging into the billing thats now appeared I've got options for eSIMs for the first contract sims that should have been cancelled, but nothing for the latest ones, after 2-3 mins the latest sim numbers have been populated too.As if all of that wasnt enough some of the bills for the numbers just seem made up, the latter two show the numbers I think I should have with correct billing. I suspect I'm now going to get charged double, and I'll waste half my life trying to sort it out.

I honestly despair.

Re: Is there different Broadband and Mobile management app's?

Lesley_W — Thu, 19 Dec 2024 11:36:38 GMT

I'm really disappointed to read about your experience @TayGTR

Have you had a chance to speak to the team yet?

Lesley

Re: Is there different Broadband and Mobile management app's?

TayGTR — Thu, 19 Dec 2024 12:51:36 GMT

Not yet , been trying to set aside a coupla hrs to sort this out.

Fortunately I've not used the PAC from my previous supplier as I dont know what would have happened.

I'll grab some lunch then spend the rest of it on the phone (hopefully) to EE to sort out. I've got all the paperwork from both sets of sims and contract, and hopefully since it's all appeared on my EE Broadband account thanks to @Matt_124 this might be easier to sort out.. eg: cancel those sims/numbers/contract and apply discounts to these.. Fingers crossed.

Re: Is there different Broadband and Mobile management app's?

TayGTR — Thu, 19 Dec 2024 13:18:36 GMT

Just logged into my account before I call, seems I've now been billed for the 2 sims/eSIMs ordered on the 11th thats which the EE operative tried to cancel.

Re: Is there different Broadband and Mobile management app's?

TayGTR — Thu, 19 Dec 2024 14:13:15 GMT

Hopefully a final update. It's easier to bullet point it.

1. The charges for the original eSIM's that were never used (or offered) have been taken from my account today

2. This was over 7 days of billing for a service I didnt receive

3. One of the original eSIM's/contract was cancelled as a normal termination eg: 30 days - it will not be cancelled until 12th of January, this could cause additional billing to take place.

4. The sim/contract that was not cancelled has now been cancelled under the 14 day right to leave thingy.

5. Annoyingly the eSIMs are now available on the App for the sims that are now cancelled and no sign of the new ones appearing within the app.

6. As I will port over our numbers from an existing provider, I'm going to ignore the eSIM issue right now as that might just confuse things, I'll then contact EE once the numbers have been ported and everything is working. My wife doesnt want an eSIM now and will stay with a physical as she is fed up with the hassle and just wants to be able to trash it, if it goes wrong.

7. A credit has been put on to my account as I've been billed for services I have not had, namely the original 2 SIMs

8. We're 'hoping' that when the 2 'old/cancelled' sims are removed from the account that the correct billing will be applied to the discounted sims I got over the last couple of days (Post original SIM cancellations), These sims work (but with EE default numbers currently)

So, hopefully thats everything resolved, in 45mins, this was a callback guide call which was almost instant on the 150 number and the IVR.

Re: Is there different Broadband and Mobile management app's?

Lesley_W — Thu, 19 Dec 2024 15:18:23 GMT

Thanks for the update @TayGTR

It sounds like the guide has went through everything that needed to be done and I'm pleased they've been able to apply a credit for anything overcharged.

I'm sure everything will be smooth from here.

Lesley