Broadband and SIM only purchased in store - staff input email address wrong

joe_12 — Fri, 21 Nov 2025 08:28:30 GMT

I've posted this to the 'app and website' section of the forum. It may relate to many matters, however.

Earlier this week, I purchased broadband and then two SIM only lines in store. The store staff input my email correct on the broadband side, but misspelled it on the mobile / SIM only side.

Due to this, my SIM only lines don't appear on my EE account online and I'm unable to add them through the link a product function too. I spoke to Dean (very helpful and a credit to EE) in the EE call centre who updated the email on your SIM only accounts, however I'm still unable to see these on my EE account online (or on the app).

This error in store also means that I haven't received any correspondence from EE regarding the SIM only connections, including receiving no copy of the contracts that I signed or tariff information.

Likely related is that I can't add my Apple Watch to EE and establish a cellular connection. The Watch app requires me to sign into EE when setting up the cellular plan on the watch and with the SIM only lines not showing on my EE account online, I can't add the plan - I am being presented with an error message as below (italics):

You don't appear to be the account holder for this account or you haven't got your phone number registered in My EE.

Please either ask the account holder to log in from this device to complete the purchase for you or go to My EE to make sure your account is up to date

If you think you are the account holder, please call us on 150 and quote code 006.

If someone has is able to help with this please. I really need access to my online account for billing etc and setting a cellular plan on my Apple Watch is something I'm paying for and cannot use!

Re: Broadband and SIM only purchased in store - staff input email address wrong

Schockwave — Fri, 21 Nov 2025 14:45:49 GMT

@joe_12 , I would suggest you ring customer service and speak to them, they should be able to amend your email address , I would suggest you press option 2 to speak to billing ,you should be put through to one fo the guides.

Re: Broadband and SIM only purchased in store - staff input email address wrong

joe_12 — Fri, 21 Nov 2025 14:59:02 GMT

Thanks @Schockwave I’ve called previously (c. 48 hours ago), but no changes yet. Will call again and be sure to go for option 2.

Re: Broadband and SIM only purchased in store - staff input email address wrong

Schockwave — Fri, 21 Nov 2025 15:06:53 GMT

You are welcome @joe_12 , hope you get it sorted.

topic Re: Broadband and SIM only purchased in store - staff input email address wrong in EE app and website

Broadband and SIM only purchased in store - staff input email address wrong

Re: Broadband and SIM only purchased in store - staff input email address wrong

Re: Broadband and SIM only purchased in store - staff input email address wrong

Re: Broadband and SIM only purchased in store - staff input email address wrong