topic Re: Can't link my device in EE app and website

Can't link my device

joaocruz — Sat, 16 Sep 2023 17:08:18 GMT

Just bought my first EE card. I can't connect it to any device, the same error keeps appearing (for weeks now). How shouls I solve this??

Re: Can't link my device

XRaySpeX — Sat, 16 Sep 2023 18:20:07 GMT

@joaocruz : It would help if you tell us what the error msg is.

Re: Can't link my device

joaocruz — Sat, 16 Sep 2023 18:25:51 GMT

The message is: "We're having trouble linking your products".

Re: Can't link my device

James_B — Sun, 17 Sep 2023 09:00:12 GMT

Hi @joaocruz,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to link your account manually if you get in touch on 150.

Thanks

James

Re: Can't link my device

Danieljones88 — Fri, 19 Jan 2024 02:55:13 GMT

I want to access my child’s contact on the device I pay for

Re: Can't link my device

James_B — Fri, 19 Jan 2024 07:53:44 GMT

Welcome to the EE Community, @Danieljones88 🙂

Please log in to the EE app and scroll down until you see the 'Link a product' tile.

James

Re: Can't link my device

Tim080324 — Mon, 25 Mar 2024 15:45:52 GMT

I have the same issue linking my mobile and broadband. I phoned 150 3x but there is no option for customer care, please help?

Re: Can't link my device

Qlueless — Sun, 25 Aug 2024 18:19:34 GMT

have the same issue I have phoned 5x customer care hasn't been able to help. also I'm not able to activate Microsoft 365 it keep saying we are having technical problem try again later

Re: Can't link my device

Debbie_G — Mon, 26 Aug 2024 07:47:50 GMT

Morning @Qlueless

Welcome to the EE Community.

If you Contact us, our Customer Care Team will be happy to look into this further to get this sorted for you.

Debbie 🙂

Re: Can't link my device

Cananybodyhelp — Tue, 09 Sep 2025 19:39:19 GMT

Hello. What did you do in the end? The store says ring CS. And I’ve called CS 4 times and the last time they just said try again in a week. I won’t have any way to pay my bill but at least I will continue having a free mobile. The main issue is I can’t log into the Google Pro which is what brought me to EE. It’s strange that customer service don’t even get it?

Re: Can't link my device

Chris_B — Tue, 09 Sep 2025 19:58:47 GMT

@Cananybodyhelp you can pay via EE fast payment

https://ee.co.uk/bills-payments/mobile/fast-payment

What do you mean by you cannot login to the Google Pro ?

Re: Can't link my device

Cananybodyhelp — Tue, 09 Sep 2025 20:46:33 GMT

The Google Pro add-on.

So it says technical difficulties trying to login to that and I have had no chance. Even with an hour on the phone to EE linking my product to my EE profile. Very strange. Maybe EE have been hacked or something as they said they were aware of an issue and would take up to a week to resolve which I thought seemed very strange for such a big company. Things must be going terribly wrong. Every once in a while I try to login but it seems they are struggling to sort the issue out.

Re: Can't link my device

Katie_B — Wed, 10 Sep 2025 07:04:33 GMT

Thanks for keeping us updated @Cananybodyhelp.

Was a ticket raised by the guide you spoke with over the phone?

Katie

Re: Can't link my device

Cananybodyhelp — Wed, 10 Sep 2025 07:17:59 GMT

Yes. That was Friday lunch time. 5 days ago. It just seems odd. That there is such a lack of ability to identify a customer to their contract. And pair the 2. It’s a shame. Because with all the boasting about being the best. They are the least seamless integration into the network. Baffles me. I don’t think I’ve ever called a CS and they litterally have no idea what the problem is. They are helpful. The store not so much as they aren’t they are only tasked to generate income but give no aftercare which isn’t their fault but that of the business. God knows what my business account managers job actually is if she can’t help me. I give it 1 week max before I terminate on grounds of not providing the service.

Kindest Regards

Re: Can't link my device

Katie_B — Wed, 10 Sep 2025 08:15:59 GMT

Thanks for confirming @Cananybodyhelp.

I would recommend allowing the full timescale provided so our technical team can look into this for you.

If you have still not heard back after the timescale provided please reach out and let me know.

Katie

Re: Can't link my device

Cananybodyhelp — Tue, 16 Sep 2025 14:22:32 GMT

But they scheduled a call back already with me but that call never came. I’m not sure how much ownership of the issue is being addressed here if the business does not even honour a call back that was suggested by themselves. I actually got the contract so I could utilise the AI add on for my business yet all it has done is stagnate my progress. Maybe EE should utilise AI themselves to understand the problem they are having with both their IT system and their ability to fulfil their obligation with their call back.

is it true the IT department have gone on strike do you know?

Re: Can't link my device

Katie_B — Tue, 16 Sep 2025 15:04:28 GMT

Hi @Cananybodyhelp.

Thanks for keeping us posted.

Our technical care team have not gone on strike, to get a full update on the ticket raised please give us a call.

A member of our technical care team will be able to provide you with an update on the call rather than having to arrange a call back.

Please let me know the outcome.

Katie

Re: Can't link my device

Cananybodyhelp — Thu, 18 Sep 2025 04:36:39 GMT

Hi Katie

They said there’s still a problem - 11 days since my last call. They said they would call me again in another 7 days to update me on whether the IT team have resolved the issue. Something must be very wrong at EE that isn’t being disclosed fully.

Kindest Regards