topic Re: Linking accounts issue in EE app and website

Linking accounts issue

KBurke — Fri, 20 Sep 2024 03:23:08 GMT

I recently had to have a new EE mobile number - no other changes to the account - just a number change. I cannot link the new number to the app and as a result of the change, a second number which is also on my account is no longer linked.

i can no longer see any billing information or find my account number and to be honest, finding a point of contact to get help is like trying to knit fog!!

Help !!

Re: Linking accounts issue

Northerner — Fri, 20 Sep 2024 07:10:17 GMT

Hi @KBurke

Call EE CS on 150 and ask them to delete your online profile, then you can register again with your new number.

Thanks

Re: Linking accounts issue

Hazarian — Thu, 23 Jan 2025 19:16:40 GMT

Thursday 23/01/25 19:16; office closed!

Re: Linking accounts issue

Peter_W — Fri, 24 Jan 2025 09:05:55 GMT

Good morning @Hazarian, welcome to the EE Community.
Opening times can differ depending on department, but we certainly want to make sure we help point you in the right direction.

Was it an issue with your account that you were looking to speak with us about, or something different?
Peter

Re: Linking accounts issue

Hazarian — Fri, 24 Jan 2025 10:00:46 GMT

Good morning Peter,

I am looking to connect my new phone / new number, to the EE app.

What's the best department, or number sequence to dial for them?

Re: Linking accounts issue

Peter_W — Fri, 24 Jan 2025 10:22:38 GMT

Thanks @Hazarian.

Is this number a brand new account, or just a new line on an existing one?

If it's brand new then you should be able to link this through the manage section of the app, or if it's an additional line it should appear automatically.

If you've had an account with us previously then left and come back, it may be a bit more complicated and it'd definitely be best to speak with our team so we can check how things are set up at our end.

If you phone on 150, and first select 2 to get past the visual service, then 1 for mobile > 1 for mobile phones > 1 for accounts and billing > 1 for account queries.

Our customer care and technical teams are open 8am - 9pm on weekdays, or 8am - 8pm on weekends.

Peter