topic Unable to pair product to account in EE app and website

Unable to pair product to account

SteveSinclair64 — Sun, 19 Jan 2025 20:11:35 GMT

Hi - I joined EE about a week or so ago. I didn’t have a seamless port experience and couldn’t initially receive OTPs which held up getting setup. That eventually corrected itself after a few days. I’m now trying to pair my SIM to my account in either the app or website. No joy. I receive an error informing me that I need to call 150. I did that. Apparently there was a problem setting up my account and my number is missing. That’s what’s causing the problem. Tech support were unable to fix it because “the system keeps timing out”. They raised a ticket with the admin team. I’ve heard nothing since and problem persists.

Does anyone have any thoughts on what if anything I can do at my end to try and fix this? If I look at my account details I see my correct number everywhere.

The move to EE has been messy since day 1. On the plus side I can make/receive calls and send/receive messages. That’s good. I can’t manage my account online. That’s not so good.

Re: Unable to pair product to account

Peter_W — Mon, 20 Jan 2025 09:17:57 GMT

Hi there @SteveSinclair64, welcome back to the Community.

I'm glad to hear that everything is working as it should be following your port, but we definitely want to make sure you can access all of your account details too.

When was it that you spoke with us about this?

If we've needed to raise a ticket for further investigation we do usually advise up to 5 working days for this to be picked up, but our team will absolutely aim to keep you in the loop with what's happening.

Peter

Re: Unable to pair product to account

SteveSinclair64 — Mon, 20 Jan 2025 11:43:28 GMT

Thanks Peter - I called on 15th. I got great support on the call. Unfortunately the tech support person was experiencing a tech glitch themselves. Tried getting a colleague to complete the task, same issue.

Thanks for the info on the 5 working days. That will explain it as we’re in the middle of that period.

Re: Unable to pair product to account

Peter_W — Mon, 20 Jan 2025 12:09:13 GMT

Thanks @SteveSinclair64, please keep us posted on how you get on.

If you've not had any updates by the back end of this week, I'd recommend reaching out to our technical support team, and they'll be able to have a check over everything at our end.

Peter