topic Re: We’re having trouble linking your products in EE app and website

We’re having trouble linking your products

John-73 — Sun, 14 Dec 2025 16:31:55 GMT

No billing details or info of my numbers on app or web. I can log in, but linking a device when I have 4 months left seems odd.

has the app changed tried update same issue.

Re: We’re having trouble linking your products

HolmPC1 — Mon, 15 Dec 2025 02:02:52 GMT

I've had the same problem for a year now, no help from EE at all despite several hours on the phone. I can't view my bills or do anything on the account online. I was promised that they wouldn't charge me for paper bills while I have this issue, but theyve charged for that on my latest bill, which I can't see online! It's ludicrous, I've never had customer service this bad.

Re: We’re having trouble linking your products

Ali_A — Mon, 15 Dec 2025 14:06:25 GMT

Hi @John-73

Have you previously registered using an alternative email address, which your details may be connected to?

If not, please try Linking your EE products to your EE ID again and let us know how you get on.

Ali

Re: We’re having trouble linking your products

John-73 — Mon, 15 Dec 2025 14:32:58 GMT

No same email last 8 years did buy a new phone and was logged on with new device until this week both numbers 🤷‍♂️.

Re: We’re having trouble linking your products

Ali_A — Mon, 15 Dec 2025 16:23:55 GMT

@John-73

There is no reason for previous details to have been removed if you were simply taking a new phone with the same mobile/bill account number.

Have you been able to re-link your details to your online account?

Ali

Re: We’re having trouble linking your products

John-73 — Sat, 27 Dec 2025 17:24:32 GMT

Not linked yet, online or app support said try tech support, will wait till Monday hopefully they will sort.

thanks Ali

Re: We’re having trouble linking your products

syedm3hdi — Wed, 13 May 2026 11:59:50 GMT

I have had the same problems for last 6 months since moving our business mobile lines to EE. Having spoken to their teams there is a known problem in the back end for products not being linked. They keep saying they are working on a fix but its been months. You'd really expect a multi-billion pound company to have resolved this issue by now. Obviously not enough money in it to make it a priority for them!

Re: We’re having trouble linking your products

HolmPC1 — Wed, 13 May 2026 12:36:20 GMT

It's been 18 months for me now. I'm not holding my breath for anything except the end of my contract so I can get out of what has been a ridiculous farce from day 1.