topic Re: service Have Been unlink from ID in EE app and website

service Have Been unlink from ID

UkzVortex98 — Tue, 17 Dec 2024 09:00:51 GMT

I woke up this morning to find that my mobile account and Brodband account had been removed from my EE ID when all old ID were meant to be merged back in April they were meant to do it, then on Thu 26 Dec 2024 somewhere around there merged off IDs were meant to be and now all my Services have been removed of my ID EE 150 didn't want to help me at all with issue.

I am having this issue on the app and the website was working fine until last night thought it was the app being down for updates woke up this morning to find it same and app was working fine all yesterday

Re: service Have Been unlink from ID

Lesley_W — Tue, 17 Dec 2024 15:50:33 GMT

Hi @UkzVortex98

Thanks for coming to our community.

I'm sorry you have had trouble following the merge of your accounts. Can I just check, was it recently the merge was done or back in April?

Lesley

Re: service Have Been unlink from ID

UkzVortex98 — Tue, 17 Dec 2024 21:22:53 GMT

It was meant to be done back in April but was never finished as I couldn't still see open or closed orders or upgrade the package it was meant to be down on 1st Dec 2024 as well but Now the Mobile account and Broadband account has been removed from the ID now

Re: service Have Been unlink from ID

Michael_D — Wed, 18 Dec 2024 09:13:05 GMT

Thanks for explaining @UkzVortex98

At this point, I'd recommend speaking to our tech guides so they can bring up your account and see exactly how the EE ID is set up, and help to get it working for you.

Michael

Re: service Have Been unlink from ID

UkzVortex98 — Wed, 18 Dec 2024 09:22:40 GMT

I have spoken to them and they do nothing. The account where the link was all last week till Monday

Re: service Have Been unlink from ID

Michael_D — Wed, 18 Dec 2024 09:28:10 GMT

They would be the best people to speak to again if it is not working @UkzVortex98.

It will need account access to be able to look at it further, but we don't have that here.

Michael

Re: service Have Been unlink from ID

UkzVortex98 — Wed, 18 Dec 2024 09:29:57 GMT

I have spoken to them 20 times and they do nothing but phone down. The account where the link was all last week till Monday

Re: service Have Been unlink from ID

Michael_D — Wed, 18 Dec 2024 09:31:33 GMT

I can understand your frustration @UkzVortex98.

If you aren't getting anywhere with the tech team, you can escalate to a manager when you call, but it would need to be something that they look at for you.

Michael

Re: service Have Been unlink from ID

UkzVortex98 — Wed, 18 Dec 2024 09:33:29 GMT

they wouldn't even escalate to a manager they just but phone down and don't help

Re: service Have Been unlink from ID

Michael_D — Wed, 18 Dec 2024 09:34:11 GMT

Have you spoken with them since Monday @UkzVortex98?

Michael

Re: service Have Been unlink from ID

UkzVortex98 — Wed, 18 Dec 2024 09:34:52 GMT

yes and they do nothing about it

Re: service Have Been unlink from ID

Michael_D — Wed, 18 Dec 2024 09:38:15 GMT

All I can suggest would be to speak to them again @UkzVortex98, and request to speak to a manager.

If you still don't get anywhere, you can raise a complaint online.

Michael

Re: service Have Been unlink from ID

UkzVortex98 — Sat, 04 Jan 2025 10:00:02 GMT

yes and still have not done any about or care about issue