topic Re: account’s still being set up in EE app and website

account’s still being set up

Mississippi00 — Fri, 21 Feb 2025 08:13:29 GMT

I have been a broadband customer for 13 months, I am interested in getting a monthly SIM card but every time I try, it directs me to my account that says “hey {name} it looks like your account’s still being set up! I have tried on the app and different browsers but with no luck. I can’t ring up as my previous contract has ran out (different network) my direct debit is set up in my name and I am the account holder.

Re: account’s still being set up

Lesley_W — Fri, 21 Feb 2025 11:20:29 GMT

Hi @Mississippi00

Thanks for coming to our community.

I'm sorry you are having trouble taking out the SIM deal. Is your online account working ok otherwise? Can you access everything you need but just having trouble with this?

Lesley

Re: account’s still being set up

Mississippi00 — Fri, 21 Feb 2025 11:24:54 GMT

Thanks for the reply, yes it’s just this I am having trouble with, everything else works fine.

Re: account’s still being set up

Lesley_W — Fri, 21 Feb 2025 12:19:08 GMT

Thanks for confirming that @Mississippi00

Are you following a link from an offer or just trying to purchase through the website when logged in?

Lesley

Re: account’s still being set up

Mississippi00 — Fri, 21 Feb 2025 14:20:10 GMT

I’m doing it from the website when logged into my account.

Re: account’s still being set up

Mississippi00 — Fri, 21 Feb 2025 14:25:15 GMT

I’ve just tried following a link from the EE app to mobile sim deals and it also says the same when I’ve logged in.

Re: account’s still being set up

Christopher_G — Fri, 21 Feb 2025 17:18:22 GMT

Does the same thing happen when you try on a couple of different devices, @Mississippi00?

Chris

Re: account’s still being set up

Mississippi00 — Fri, 21 Feb 2025 17:32:17 GMT

Yes I’ve tried on a laptop, iPad and a mobile and also tried using 3 different browsers

Re: account’s still being set up

Christopher_G — Fri, 21 Feb 2025 17:39:00 GMT

OK, thanks @Mississippi00

I recommend speaking with our Customer Care team so they can look into your account and find out why this is happening. They'll also be able to look into getting that SIM added for you, if it's quicker/easier.

Chris