topic Re: App not showing devices in EE app and website

App not showing devices

Anthonyorchard — Wed, 19 Jun 2024 10:22:53 GMT

I have recently moved from Bt for broadband and sky for mobile.
tried to link devices to app and it says that they are already linked.
when I try and access anything the app says there is nothing linked with this account.
i was told I would have a new router when I switched. When I complained I was told I don’t.
phone signal is worse than sky was.

when I complained about the app I was told that IT are aware of it! That doesn’t help me though. I can’t see what I am being charged. Or anything.

has anyone else had this problem with the app?

Re: App not showing devices

Christopher_G — Wed, 19 Jun 2024 14:30:07 GMT

Hi @Anthonyorchard

Welcome to the community.

It may be worth having a chat with our customer care team to see if they can link the accounts from our end for you.

Chris

Re: App not showing devices

Rawlie — Wed, 30 Apr 2025 11:34:23 GMT

Yes, I am having the same problem. I can see my broadband bill but can’t see my phone bills, do any alterations to my account or add or remove add ons. I had x box pass that I should have been able to use for free for 6 months and can’t access that.

I have been on to EE for 6 months, they have promised that they have fixed the issue.. just a matter of linking accounts. Then have you deleted and re- installed the app then the tech team would phone me back to resolve the problem they never call. I have text messages saying they will call but never do.

I have had enough of trying to get through to them to resolve the matter and I am going to take the matter to Communication Ombudsman as it is now a matter of fraud as they are altering my direct debit each month taking money and will not provide me any documentation for what they are taking the money for.

Re: App not showing devices

Katie_B — Wed, 30 Apr 2025 14:59:48 GMT

Hi @Rawlie.

Thanks so much for coming here and flagging this with us.

Has our technical care team opened a ticket for this?

What was advised the last time you called?

Speak soon,

Katie

Re: App not showing devices

Rawlie — Wed, 30 Apr 2025 16:01:55 GMT

This has been going on for 6 months! Last time they were going to call me back and I’m still waiting for a reply.

Every time I contact you I spend a long time on hold and get no where.

Kind regards

George Rawlinson

Re: App not showing devices

Katie_B — Wed, 30 Apr 2025 16:16:32 GMT

Thanks for getting back to me @Rawlie.

I understand you may be hesitant to call again, however, our customer care team are in the best position to provide you with an update.

If you could let me know the outcome of your call that would be great.

Katie

Re: App not showing devices

Rawlie — Wed, 30 Apr 2025 16:42:55 GMT

Hi Katie

I am fed up with being on hold trying to get through and then being passed from person to person only to be told they will have to call me back and don’t!

I will pass it on to the ombudsman and let them deal with it. You can try to get them call me back!

Kind regards

George Rawlinson

Re: App not showing devices

Katie_B — Wed, 30 Apr 2025 16:50:23 GMT

Hi @Rawlie.

I completely understand.

I have sent you a private message to see if I can help further.

Katie

Re: App not showing devices

Rawlie — Wed, 30 Apr 2025 17:47:31 GMT

Happy for you to pass it on

07*********

Kind regards

George Rawlinson

[Mod Edit -Mobile number removed, please don't share any personal details in public]

Re: App not showing devices

Christopher707 — Sat, 22 Nov 2025 21:03:06 GMT

Yes,

Same issue here. It keeps saying device already linked. But, none of my devices are showing. They asked me to call after 48 hours. Now they say they are working on it and will take weeks. Apple TV activation links not working either. Feels like I have made a terrible mistake moving to EE.

Re: App not showing devices

GreggC — Tue, 20 Jan 2026 14:49:34 GMT

I too have had this problem as well as lack of helpful service from EE, I have been told to wait for over a Month for problems to be solved, I would be very grateful if someone could help me right now so that I’m simply able to manage my bills.

thank you

Re: App not showing devices

Lesley_W — Tue, 20 Jan 2026 17:33:59 GMT

Hi @GreggC

Welcome to our community.

I'm sorry that you have been having trouble getting this sorted. Did the team raise a support ticket when you spoke to them?

Lesley