topic Re: Unable to set up account/link SIM in EE app and website

Unable to set up account/link SIM

AnnaBoulter — Thu, 07 Aug 2025 10:06:56 GMT

I am a new business customer and unable to view any bills online or link the physical SIM and the user of the phone is unable to access his account via the app. Both of us getting continual error messages.

I have rung support on several occasions to be told it is a technical issue that is being fixed but still getting the same issue and that was weeks ago.

I would like an update as this is appalling service for a new customer to experience and I am considering a return to Vodafone.

Thanks

Re: Unable to set up account/link SIM

Schockwave — Thu, 07 Aug 2025 10:46:59 GMT

Hello @AnnaBoulter ,

Welcome to the community,

Are you able to view your bills by logging into your account via the website?

Re: Unable to set up account/link SIM

AnnaBoulter — Thu, 07 Aug 2025 11:17:00 GMT

It just tells me to use the app, which we cannot access

Re: Unable to set up account/link SIM

Peter_W — Thu, 07 Aug 2025 13:28:38 GMT

Good afternoon @AnnaBoulter.

Welcome to the Community 😊

I can appreciate it must be tough if you've been struggling with this for a while, and it's definitely something our support teams should be investigating and keeping you updated on.

Whilst I can see you've rung before, I would definitely recommend getting back in touch with our business team so they can double check things at our end, log a complaint, and make sure we proceed from there.

Peter

Re: Unable to set up account/link SIM

Devenb — Mon, 11 Aug 2025 12:52:08 GMT

Hello,

This issue has been going on for an year now. You can see many posts with the same issue raised. I have raised a complaint raised here more than 4 months back and the issue still persists. The plan is to go to Ombudsman shortly.

Regards,

Re: Unable to set up account/link SIM

AnnaBoulter — Tue, 12 Aug 2025 08:37:44 GMT

Thank you, I am disgusted by the way our BT account manager has handled our new account, denying any knowledge of this issue, when it is quite obviously a known problem. We are a business who cannot see our VAT invoices, nor the phone user set up his account via the app. Disgraceful services, sold a pup.

Re: Unable to set up account/link SIM

Orlo — Sat, 06 Dec 2025 11:22:38 GMT

This is happening to me too. I just want to cancel now, I can’t get to a support line their website just shows me articles that don’t know about the bug they need to fix.

Re: Unable to set up account/link SIM

Orlo — Sat, 06 Dec 2025 11:23:49 GMT

Re: Unable to set up account/link SIM

Katie_B — Sat, 06 Dec 2025 12:14:03 GMT

Good afternoon @Orlo.

Thanks for coming here.

This will need to be reported to our technical care team who can help link your account.

You can do this by calling 150 from your EE handset OR 0800 079 8586 from any landline or provider.

Katie