topic Re: Struggling with setting up ee in EE app and website

Struggling with setting up ee

TashaJane — Fri, 12 Sep 2025 14:06:21 GMT

My broadband has gone live this morning and my old mobile number should be sent over by Monday.

I've been to store and also called customer service and I'm no further forward.

I'm trying to link my broadband and mobile account to my ee app/website.

I keep getting the same message which I've attached.

Also was told I'd receive my activation email/text for netflix within an hour or so. That was 5 hours ago.

Any help would be much appreciated.

Re: Struggling with setting up ee

Debbie_G — Fri, 12 Sep 2025 16:10:41 GMT

Hi @TashaJane.

Welcome to the community.

This error usually means there’s a mismatch between the details you're entering and those registered on your account.

When you've spoken with one of our Guides, have they advised of what steps are being taken to get this resolved?

It might be worth checking that your details match exactly with what’s on your EE account. Even small differences can cause this error.

If you’ve already confirmed your details and it’s still not working, I'd recommend reaching back out to our team so this can be looked in to further and if needed escalated.
They will also be able to help look into your Netflix activation.

Debbie

Re: Struggling with setting up ee

TashaJane — Fri, 12 Sep 2025 21:49:48 GMT

Hi @Debbie_G .

When I called earlier they advised there was a middle initial on one of the accounts which he says he fixed but I'm still getting an error.

My accounts were set up in store so I didn't put any of the details in myself. I'm fully regretting having the guy do anything for me. I should have done it online myself, I was completely bombarded with information and ended up leaving with no receipt or any information I needed...ie order numbers or invoice to get my free gift from Samsung.

I'm still waiting on my old number transferring over so think that might be part of the issue I'm having too. But doesn't explain my broadband not linking up.

Thank you for your reply.

Re: Struggling with setting up ee

Katie_B — Sun, 14 Sep 2025 07:25:20 GMT

Hello @TashaJane.

Thanks for keeping us posted.

Are you still experiencing this error?

If yes, I'd recommend giving us another call and notifying our technical care team.

When did you provide your PAC code for your number to transfer over?

What handset did you purchase? I would love to see if I can help with your claim.

Katie

Re: Struggling with setting up ee

TashaJane — Tue, 16 Sep 2025 13:51:59 GMT

All sorted now, I called up again.

Turns out when the guy in store set up my account he spelled my email correct on the mobile account but wrong on my broadband so the accounts didn't match. Also explains why I didn't receive my email for free Netflix on my TV too.

Thanks for the help.

Re: Struggling with setting up ee

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

Thanks so much for letting us know @TashaJane.

Great to hear this is now resolved.

Katie