topic Re: Linking my EE mobile to my account in EE app and website

Linking my EE mobile to my account

alansimmonds — Mon, 02 Feb 2026 11:29:11 GMT

To anyone at EE that may be listening - why can you not link my mobile to my account?

Started in December 24, contacted help twice since only be told:

- 'This is a known problem'

- 'Wait a few days'

- 'You're in the 20% of customers that are affected' (my favourite)

This kind of service is, in my opinion, amongst the poorest available and EE should be ashamed of this.

Please feel free to forward this post to anyone in EE that (a) has the ability to recognise poor customer service, (b) is able to fix the problem.

Re: Linking my EE mobile to my account

Alex_H — Mon, 02 Feb 2026 13:46:34 GMT

Hi @alansimmonds,

Welcome to the EE Community

I am sorry you are unable to link your mobile account to your online account currently and it has not been resolved in the times you have called us. If you are not getting your issue resolved when calling 150 you can submit a complaint using our online form for our complaints team to help look into the issue you are having.

Alex

Re: Linking my EE mobile to my account

alansimmonds — Mon, 02 Feb 2026 14:14:40 GMT

Thanks Alex - I have submitted a complaint today and I wait to see what happens.

Re: Linking my EE mobile to my account

Mummynoonie — Tue, 03 Feb 2026 13:06:36 GMT

We shouldn't have to submit a complaint about us not being able to link our devices that were all there showing fine no problem until EE decided to change it all. I've been trying for months.

Re: Linking my EE mobile to my account

alansimmonds — Tue, 03 Feb 2026 16:30:52 GMT

I agree with you, shocking support, but then I've only been waiting three months (! - hello EE?)

I did find this on their website 'Log in to your EE account online and access all your EE products and subscriptions in one place. Manage your bills, usage, personal details and more.' [https://ee.co.uk/help/login] and (while I am not a lawyer), this is what I signed up to, and I have yet to receive any such facility nor any meaningful help on the matter (never mind any compensation for their failure), and was wondering whether this constituted a breach of contract? Just sayin' ...

Having to complain to EE must be embarrassing for them, and I do wonder what OFCOM might have to say on the matter.

Re: Linking my EE mobile to my account

alansimmonds — Thu, 05 Feb 2026 15:31:09 GMT

A few updates:

a) I have just received a text from ee telling me I can find my billing details online. If anyone at ee is able to take me through the process of finding my billing details online online or the app please do get hold of me as I am unable to find it in either place

b) no update yet from my formal complaint other than a basic we’ve received your complaint

c) on the plus side, ee has upgraded my community status several times to ‘Investigator’ - here’s a thought - perhaps ee might consider redeploying Community support to fixing real user problems?

One last thing to ee - your menu link specifies “Forum FAQ’s”, please note that it should be “Forum FAQs” - no apostrophe as this indicates possession rather than a plural. Happy to speak to your marketing/web department.

Yours in anticipation

Alan

Re: Linking my EE mobile to my account

Lesley_W — Fri, 06 Feb 2026 13:01:41 GMT

Thanks for the updates @alansimmonds

If you have submitted a complaint via the webform @Alex_H linked above, the team will be looking into this and should be in touch within 7 days to discuss this further with you.

I appreciate you letting us know about the grammatical error you spotted, I've passed that on to be updated.

Lesley

Re: Linking my EE mobile to my account

Elm73 — Mon, 16 Feb 2026 13:07:31 GMT

Same problems here !

We were transferred from BT Business Mobile to EE as apparently BT Business Mobile is being fazed out & we were told that if we didn't transfer to EE, we would lose our numbers.........??? BT Business Mobile said that all we would have to do is swap the SIM cards. Everything else would stay the same......

From day 1 we've experience problems.

PORTING was meant to happen on a Friday evening - as suggested by BT Business Mobile so as not to cause inconvenience to our plumbing & heating business. However, come Monday our mobiles had been disconnected from BT Business Mobile but weren't working with EE. We didn't have them working until the Tuesday so, NO SERVICE for a day. Disgraceful service for Business Customers.

We also find the service COVERAGE for where we are is very hit & miss. Our customers' keep telling us that when they phone the numbers they more often than not say, out of service...... Not great for business!

We received our first bill on 21st Jan. The bill said the payment was due the same day it arrived on the doorstep but NO DIRECT DEBIT had been set up. Also it wasn't a VAT INVOICE. Numerous phone calls later to BT & EE, I eventually managed to make the payment and set up the DD. I requested a VAT invoice & was asked for our VAT number which I was surprised as they didn't already have from BT. Anyway, long story short, a month later I am still waiting for the first invoice to be reissued as a VAT invoice. I've made so many phone calls, I just go around & around in circles with EE.

I've also been trying since we joined EE to LINK OUR MOBILES to our ACCOUNT. Again I've made several phone calls but every time I'm told, please give us a few days mam. Again & again & again. So we have no access to our invoices or account either.

Then to top it off, today, I had a text message stopped with a text response from EE saying the account had been CAPPED? I contacted EE who confirmed that our texts are unlimited. I was told that the mobile number I was texting was a premium number so I wouldn't be able to send a text to it but I could phone it??? This number belongs to a longstanding disabled customer of ours. Anyway I phoned said customer & told him what EE said. Our customer confirmed that he has a standard mobile number. So more utter rubbish from EE.

So if anyone reads this and is being urged by BT to transfer to EE, I would advise you to consider your options carefully. If I knew then what I know now, I would have left BT but set up an account myself with another provider and it wouldn't have been EE.

Last note: We had an EE account a few years ago & struggled to get VAT invoices then. Their issues haven't been rectified in that time so probably never will be. So anyone trying to link a mobile to an account - don't hold your breath.

Re: Linking my EE mobile to my account

Rach_H — Mon, 16 Feb 2026 15:16:53 GMT

Hi @Elm73,

Welcome to the Community!

I'm sorry to hear about what has been happening since you moved your plan over to us, and I can absolutely understand how upsetting ths must be for you, as this is far from ideal.

I'd recommend getting in touch with our team and making a complaint regarding this, as it sounds like a number of things have gone wrong, and our complaints team will be the best people to help you get things back on track.

Rach

Re: Linking my EE mobile to my account

alansimmonds — Mon, 16 Feb 2026 17:22:09 GMT

Hello Lesley

Thank you for your response. For your and EE's record, I submitted a complaint on 02.02.2026 and according to your email I should have received an email for further discussion regarding my complaint. I find no email from EE of the form you mention.

Lesley: (a) Perhaps you might be able to chase my complaint? and (b) provide me with the SLAs for responses to complaints?

I note further that the grammatical error ("FAQ's") has yet to be fixed.

For anyone reading this thread, I'm greatly cheered to announce that I have now earned an EE 'Helping hand badge', though for all of my status improving within this community, sadly this seemingly does not extend to EE resolving my reported issue, nor to my complaint.

Alan

Re: Linking my EE mobile to my account

Rach_H — Mon, 16 Feb 2026 18:54:33 GMT

Hi @alansimmonds,

We would expect you to hear back from our team about your complaint within 7 daysl, so I'm sorry to hear you've not heard back. I'd recommend reaching out to the team and they will be able to give you an update about this.

Rach

Re: Linking my EE mobile to my account

alansimmonds — Mon, 16 Feb 2026 20:44:21 GMT

Hi Rach

Thank you for your reply, suggesting that I ‘reach out’ (EE language) to the complaints department to complain to them that they haven’t responded to my original complaint appears to be self-defeating.

Please can you escalate my concerns to your management or similar with accountability and ask them to call me please?

Thanks in advance

Alan

Re: Linking my EE mobile to my account

alansimmonds — Mon, 16 Feb 2026 20:50:37 GMT

For anyone following this thread, I am further pleased to announce receipt of the following communication ‘Nice one, alansimmonds! You unlocked the Joining in badge. The more you get involved, the more badges you’ll unlock’.

While I’m proud of this achievement, I would be much happier if EE could do the job of supporting their customers and dealing with their complaints properly.

Alan

Re: Linking my EE mobile to my account

bristolian — Mon, 16 Feb 2026 22:50:23 GMT

@Elm73 wrote:
Our customers' keep telling us that when they phone the numbers they more often than not say, out of service......

That's absolutely not the normal behaviour of EE voicemail. It doesn't have an announcement such as you describe, the greeting callers receive is exactly the same whether you've missed the call or if it was diverted without reaching your phone.

@alansimmonds wrote:
For anyone following this thread, I am further pleased to announce receipt of the following communication ‘Nice one, alansimmonds! You unlocked the Joining in badge. The more you get involved, the more badges you’ll unlock’.

That's not an EE thing, it's quite typical of most online fora. It's a bit of fun for users, there's no malice intended, and you can easily turn off forum notifications if they cause upset.

@alansimmonds wrote:
Thank you for your reply, suggesting that I ‘reach out’ (EE language)

I'm with you there. It's not specific to EE though.

Re: Linking my EE mobile to my account

ChrisLippiatt — Sun, 01 Mar 2026 12:06:48 GMT

I have the exact same problem since joining. I transfered from a personal to business customer in December in order to receive a VAT invoice. I was assured originally I could get a VAT invoice as a poersonal customer and after a few months, much calling and messaging, communication, discovered that was not the case! SoIi transfered to a business account as advised, and - hey presto they cannot produce a VAT invoice or on-line account to access billing!!

Millions of companies large and micro size around the world issue VAT invoices every day, why is EE unable to provide such a basic requirement? I am still awaiting regular VAT invoices which is infuriating and causing issues every month in reconciling the bills and claiming VAT back.

Please EE can you provide an honest response to everyone's queries - will you ever be able to provide an online account for business customers - will we be able to access VAT invoices and most importantly - WHEN?.

I cannot wait much longer and there are plenty of other providers who can provide a VAT invoice...

Re: Linking my EE mobile to my account

Michael_D — Mon, 02 Mar 2026 08:15:27 GMT

Hi @ChrisLippiatt

Thanks for coming to the community.

Our business customers can have an online account. If you are having trouble linking the account, I would recommend speaking to our business support guides.

If you are not satisfied after speaking to them, you can open a complaint either with them over the phone or online.

Michael