topic Re: Unable to register my phone number is not recognised. in EE app and website

Unable to register my phone number is not recognised.

CraftyJon — Wed, 02 Apr 2025 15:40:41 GMT

Hi everyone, does anyone else have this problem?

We have not been able to access our business account since joining EE in December 2024.

When we try to link our phone number to the account, it reports that it does not exist.

We are charged monthly for using the phones, but we cannot see or download our invoices.

I have spoken to support three times, and they cannot help us.

WE NEED TO BE ABLE TO DOWNLOAD OUR INVOICES FOR ACCOUNTING PURPOSES. THIS IS A BASIC BUSINESS NEED, AND EE IS UNABLE TO SUPPLY THIS NEED.

Re: Unable to register my phone number is not recognised.

Northerner — Wed, 02 Apr 2025 16:54:09 GMT

Hi @CraftyJon

What does support say.

Thanks

Re: Unable to register my phone number is not recognised.

CraftyJon — Wed, 02 Apr 2025 17:49:33 GMT

Support says they cannot fix the problem yet.
Something is wrong at EE’s end and it seems to be affecting new subscriptions taken out in December of last year.
Apparently, we have to wait until they’ve found a fix. But they have no idea as to when that will be.

What I find odd is when I call support and explain my problem (3 times now) they spend ages trying to help me out. Why? If they already know the problem exists.

Re: Unable to register my phone number is not recognised.

Christopher_G — Thu, 03 Apr 2025 07:24:06 GMT

Hi @CraftyJon

Welcome to the community.

The support team have some troubleshooting steps to follow. These would be to try and help you get access to the bills or work out if it is definitely part of a known problem.

Have they organised to send you the bills in another format whilst it's being looked into?

Chris

Re: Unable to register my phone number is not recognised.

CraftyJon — Fri, 04 Apr 2025 13:51:28 GMT

Hi, Christopher

The first time I asked support for assistance on this matter, although he could not sort out the problem, he was good enough to email me the first two invoices.

However, since then, I have talked to support twice, and they gave the impression they didn't know the cause of the problem. No one has offered to send me my invoices, and I don't have the time to call support every month so that I can download my payment receipts.

It just seems so odd. We are being invoiced, and EE is taking payment, so EE knows we exist as they track our usage. We receive messages on our phones, as customers, from EE. So, why can't they set up an online account that we can access?

Re: Unable to register my phone number is not recognised.

Peter_W — Fri, 04 Apr 2025 16:11:38 GMT

Hi again @CraftyJon.

The issue you're encountering here isn't directly linked with the ability for invoices to be generated on your account, as these are handled by an internal system that isn't viewable to customers.

Your online account is designed to link with this system and display your main account and billing details, but the fault here most likely lies in something not quite working correctly with this link.

We always want to make sure any report of an issue is fully investigated, but occasionally this can be complex and take longer than anticipated.

If you continue to have issues here I would recommend logging this as a complaint with our dedicated complaints team, and they'll be able to take a look and make sure we're doing all we can to get this resolved.

Peter

Re: Unable to register my phone number is not recognised.

CraftyJon — Sat, 05 Apr 2025 16:03:59 GMT

Thank you, Peter. I certainly will file a complaint. Excellent idea.

Re: Unable to register my phone number is not recognised.

CraftyJon — Sat, 05 Apr 2025 17:26:02 GMT

I filled out a Call Me Request Form just now. Explaining very clearly what the problem is from my end.

Re: Unable to register my phone number is not recognised.

Linzi_H — Sun, 06 Apr 2025 08:35:31 GMT

Thanks for keeping us in the loop @CraftyJon
Hopefully, this will all be resolved very soon for you!

Linzi

Re: Unable to register my phone number is not recognised.

CraftyJon — Sun, 06 Apr 2025 15:11:24 GMT

Thank you so much, Linzi_H