topic Re: EE app help in EE app and website

EE app help

ryanfox830 — Tue, 05 Dec 2023 14:41:13 GMT

Hi everyone. After 1 live chat, 2 phone calls and 2 promised call backs that never happened from EE I need some help from you helpful people please 🙂

My EE app was working fine, until one day when I went on and it has no idea who I am and wants me to link my account, however when I go to do this it says the account is already linked. This is very frustrating because it means I have to go online to check everything and transfer data rather than have the ease of access I used to have.

I have tried the usual things such as updating the app, deleting and re downloading the app, changing my password and searching for updates on my phone. The only thing I haven't tried is throwing my phone at a wall even after we customer services and technical support don't call me back when the say they will.

I have attached a screenshot of what is shown when I open the app, also a screenshot showing that I am logged in to my account, and also a screenshot showing that my account is also linked.

Any help will be greatly appreciated!

Tia,

Ryan.

Re: EE app help

Christopher_G — Tue, 05 Dec 2023 17:38:59 GMT

Hi @ryanfox830

Welcome to the community.

Have you changed your contract or transferred your number from another account recently? Have the technical support team said what they think the problem is?

Chris

Re: EE app help

ryanfox830 — Tue, 05 Dec 2023 17:50:38 GMT

Hi Chris, thank you for the reply and the welcome.

No, I am not aware what the issue is, they just say they will call me back to see if it resolves. One customer advisor did suggest the account number might not be linked to my account, but the website says it is.

I can't think of anything that was added before it stopped working.

Ryan.

Re: EE app help

Christopher_G — Tue, 05 Dec 2023 18:20:48 GMT

It may be worth asking them to try resetting/unlinking the account completely so that you can register again, @ryanfox830

Chris

Re: EE app help

SouthCardinal — Fri, 16 May 2025 11:21:19 GMT

I've just come off of a very long and arduous call with an EE agent.

Same problem. My email address is linked to an old account. Apparently they have no way of de-linking your email address from an old account number. Their advice was "Use someone else's email address", which I challenged and said I didn't want someone else having my personal login details, they then suggested "just create a new email address".

I asked to speak to someone in their IT department and they stated that they have no IT support.

Very worrying for a tech company. Still looking for a solution. 😞

Re: EE app help

Christopher_G — Fri, 16 May 2025 13:27:44 GMT

Hi @SouthCardinal

Welcome to the community.

I'm sorry to hear that you're having problems with your EE ID. There is a team, within our technical support area, that can help with EE ID issues. I understand you've already spent quite a bit of time trying to sort this out. If you open fill in this complaints webform, our complaints team will look into it to make sure the correct steps are being taken to fix your problem.

I hope you get sorted.

Chris