topic Re: Can’t delete device in My EE app in Pay as you go

Can’t delete device in My EE app

Li66 — Tue, 27 Feb 2024 11:27:34 GMT

I added a new number as a device in My EE app and stopped using the previous device (telephone number). But there is no option for me to delete the previous device. When I choose my new device and press recurring top up, it shows my previous device so I can’t recurring new device and actually top up my previous number. Now there is £45 credits in my previous number.How can I get the refund or transfer the credits to my new device? How can I recurring top up my new device and get 10% off?

Re: Can’t delete device in My EE app

XRaySpeX — Tue, 27 Feb 2024 11:43:22 GMT

@Li66 : In your online EE a/c for the no. you want deleted: Home > Plans & Subs > Settings and permissions > Manage device settings > Manage numbers > Remove & Confirm.

Re: Can’t delete device in My EE app

James_B — Tue, 27 Feb 2024 14:26:57 GMT

Hi @Li66,

Welcome to the EE Community. 🙂

You could just put your old SIM in your new device to allow you to keep the same number and your existing credit.

Hope this helps.

James

Re: Can’t delete device in My EE app

Li66 — Fri, 01 Mar 2024 16:32:16 GMT

thank you!

Re: Can’t delete device in My EE app

HectorAlonzo — Fri, 23 Aug 2024 12:02:40 GMT

Hi there, This now seems out of date (August 2024)

If I go to my ee on a browser and then go to Home - Plans & Subscriptions
then there is no option that says Settings and Permissions
I see 2 options = Mobile and Subscriptions
If I select Manage Mobile then I go to a screen that shows a specific plan but there is still no option on the page that says Settings and Permissions so I am unable to get through to the manage numbers and Remove options.
Can you please update this with the new way to remove a number from my account?
Thanks in advance,

Re: Can’t delete device in My EE app

Lesley_W — Fri, 23 Aug 2024 13:47:59 GMT

Hi @HectorAlonzo

Thanks for your question.

It does still look to be in the 'manage numbers' option, further down the page.

Are you also pay as you go?

Lesley

Re: Can’t delete device in My EE app

HectorAlonzo — Fri, 23 Aug 2024 14:00:06 GMT

Hi there,

Thank you for your reply. I am on the pay monthly option with 6 numbers at various stages in their contracts. The one I wish to remove has completed its contract length now. If I go to the manage numbers page here:

https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/my-numbers

Then there is no option to remove a number. The only place that the text Remove is mentioned on the page is to remove myself as the bill payer. If I click that then it says it will remove me as the bill payer for all 6 numbers which I don't want to do.

Would you be able to confirm if I am on the correct manage numbers page to remove 1 number from my account?

Thanks again,

Re: Can’t delete device in My EE app

HectorAlonzo — Fri, 23 Aug 2024 14:05:27 GMT

I have just seen that this is the pay as you go forum and I didnt realise when I searched the forums.

This might be why I am not seeing the same screens on here. I am in the wrong place.

Would you be kind enough to point me to how I remove a number/plan from my account on the pay monthly scheme please?

Thanks again,

Re: Can’t delete device in My EE app

Lesley_W — Fri, 23 Aug 2024 14:51:37 GMT

Thanks @HectorAlonzo.

Have you already spoken to our cancellations team to cancel the number?

Once cancelled it should automatically remove it from your EE account. Just removing the number from your online account wouldn't remove it from your bills.

Thanks

Lesley

Re: Can’t delete device in My EE app

XRaySpeX — Fri, 23 Aug 2024 14:56:56 GMT

@HectorAlonzo : I gave my Solution for PAYG, which this forum is for. It is still valid today for PAYG.

But you are on contract! There is no Remove a No. for contracts. You need to call CS to have it removed.

Re: Can’t delete device in My EE app

HectorAlonzo — Fri, 23 Aug 2024 14:59:38 GMT

Excellent,

Sorry for my mistake, and thank you everybody for clarifying for me.

Kind regards,

Re: Can’t delete device in My EE app

XRaySpeX — Fri, 23 Aug 2024 15:01:38 GMT

@HectorAlonzo : Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: Can’t delete device in My EE app

Nani1 — Wed, 14 May 2025 22:25:09 GMT

Hello

Re: Can’t delete device in My EE app

Lesley_W — Thu, 15 May 2025 07:15:21 GMT

Hi @Nani1

Welcome to our community.

How can we help?

Lesley