topic Re: Unable to view Mobile phone account online in EE app and website

Unable to view Mobile phone account online

Arch65 — Sun, 29 Dec 2024 18:00:13 GMT

I have both my Mobile and BB with EE, For several months I’ve been trying unsuccessfully to see my mobile phone Account online.
The Tech agent can see both my accounts in their system and tell me they need merging. Unfortunately, 6 months later they’ve still not merged my accounts.
I can see my BB account and details, but can’t see my Mobile account. When I try to link them I receive the same message “ unable to link, pop in to a store” which I’ve done, in store they can also see both my accounts. But they tell me the same thing, “ the accounts need to be merged”
so, so frustrating!!

Re: Unable to view Mobile phone account online

Michael_D — Mon, 30 Dec 2024 09:07:37 GMT

Hi @Arch65

Thanks for coming to the community.

I can understand your frustration at not being able to view both accounts.

The guides are right in what they are saying about it needing to be merged, but if they had sent it off to be done I would have expected it to have been done by now.

The best thing I can suggest would be to speak to our tech guides again so they can check the accounts again and help to get it merged correctly.

Michael

Re: Unable to view Mobile phone account online

Arch65 — Tue, 31 Dec 2024 15:17:06 GMT

Yeah, I contacted the “tech guides” they reassured me the problem would be solved and I would receive a call/ message to confirm this, unfortunately I’m still waiting after 3 weeks!!

the annoying thing is, when i wanted to purchase a new iPhone for my wife ,I couldn’t log into my EE mobile account to place the order and missed out on a discount EE were offering to me at the time.

Re: Unable to view Mobile phone account online

Christopher_G — Tue, 31 Dec 2024 17:42:51 GMT

Hi @Arch65

Have you spoken to them since, to see if there are any updates? They should be able to open a complaint on your account regarding that discount that you may have missed because of this.

Chris

Re: Unable to view Mobile phone account online

Arch65 — Tue, 14 Jan 2025 15:12:52 GMT

I was reassured that I would receive a follow up telephone call/ message to confirm the merging took place and not to worry about contacting EE again, as they was on “the case” and it would be resolved, so no, I’ve not contacted the Tech Team again.

Re: Unable to view Mobile phone account online

Peter_W — Tue, 14 Jan 2025 17:46:14 GMT

Hi again @Arch65, I'm disappointed to hear you've still not had an update on this yet.

Whilst it can sometimes take a period of investigation to get a merge request resolved, it's definitely been a good while for you to go without an update.

If you get back in touch with our technical team they should be able to let you know where we're at, and get this escalated if needs be too.

Peter