topic Can’t link mobiles in app in EE app and website

Can’t link mobiles in app

Vix30 — Sun, 25 Jan 2026 14:46:57 GMT

i know this has been asked before but has anyone managed to solve linking their mobiles to the app?

I have made countless calls to ee who tell me it’s a known issue and it’s being worked on.

its been going on for months now though and even though I’m a new customer I’m tempted to leave if this is an issue they are unable to solve.

if anyone can help that would be great as I’m not getting anywhere with ee!

Re: Can’t link mobiles in app

Northerner — Sun, 25 Jan 2026 14:49:48 GMT

Hi @Vix30

Ask EE to delete your online profile and try registering again.

Thanks

Re: Can’t link mobiles in app

Vix30 — Mon, 26 Jan 2026 08:19:00 GMT

Thank you

Re: Can’t link mobiles in app

Michael_D — Mon, 26 Jan 2026 08:22:04 GMT

Hi @Vix30

It is definitely worth speaking to the team again to ask them to follow the advice from @Northerner.

If you do find you are still not getting anywhere, you can raise a complaint online and our complaints team will come back to you to look in to it further.

Michael

Re: Can’t link mobiles in app

Kernsary — Mon, 30 Mar 2026 15:37:00 GMT

I have had the same problem with linking mobiles with the app for years. Spoken to numerous advisors and technical people. Spent hours on the phone. They can't solve it. I now just phone up when I want to get settings changed. The app seems like a good idea, and if it works for you that's fine, but if it doesn't then it won't ever do so.

Re: Can’t link mobiles in app

Leanne_T — Mon, 30 Mar 2026 17:45:57 GMT

Hi there @Kernsary

Thanks for coming here.

If you've been unable to link the accounts and have been in touch over the past few years and been unable to get this sorted, you can raise a complaint online. Once the account has been looked into one of our complaints guides will get in touch to help see if they can get your details linked so you can access the app and online account.

Leanne.

Re: Can’t link mobiles in app

Kernsary — Mon, 30 Mar 2026 18:24:14 GMT

The details are linked, and have been linked several times. Each attempt has made no difference. There is probably bug deep in the software which only impacts a relatively small number of users, and so it's not worth the manpower trying to fix it.

Re: Can’t link mobiles in app

Leanne_T — Wed, 01 Apr 2026 07:06:23 GMT

Thanks for coming back to me @Kernsary

I'm sorry this has been ongoing for some time and I would advise getting back in touch so the team can take another look into this for you. Or, you can raise a complaint for one of our executive guides to get in touch.

Thanks very much.

Leanne.

Re: Can’t link mobiles in app

Ibz04 — Fri, 24 Apr 2026 02:34:30 GMT

I’ve had this problem ever since I joined EE last year, September. I got a contract for the new iPhone have been struggling to link my number to the app to be able to view my bills etc. I was told last year October the issue would be resolve in a few weeks but it’s now April….. I’ve previously called them only to be told it’s a “known issue and it’s being worked on”. Best advice is to probably leave EE and find an alternative network because they obviously don’t care enough to solve this issue which is affecting thousands of people. Unfortunately I’ve got a year and half till my contract ends.

Re: Can’t link mobiles in app

Rach_H — Fri, 24 Apr 2026 08:44:31 GMT

Hi @Ibz04,

Welcome back to the Community!

I'm sorry to hear that you're still having this issue, and I can understand your frustration. I'd recommend reaching back out to the team to see what they are able to do to help. If you're not happy with any aspect of our service then you can raise a complaint, and you are able to escalate this to a team leader if you're not satisfied with the resolution.

Rach

Re: Can’t link mobiles in app

artandmath — Sat, 16 May 2026 16:15:38 GMT

Hello all

I am sorry to join the large group of new customer who couldn't link their mobile number to the app and were told various things by various teams (billing, service, technical). Coverage and speed are great but the service level is close to farcical.

My question is if anybody actually had their issue resolved in due course, even months. Cool-off period ending soon so considering going elsewhere. Totally unacceptable for such a large company to fail fixing their online service when every single hold music message is pointing customers to self-serve online.

Thank you,
FC