topic Re: cyber security in Security

cyber security

emmyj10 — Thu, 28 Aug 2025 15:06:10 GMT

i have signed up for EE Cyber Multi security package but no idea how to set this up any advise. not received any links to follow as stated online?

Re: cyber security

Alex_H — Thu, 28 Aug 2025 17:09:47 GMT

Hi @emmyj10,

Welcome to the EE Community

You should have gotten a text through to the number Cyber Security has been added on, but if this has not come through you should just be able to compete it by going to https://www.ee.co.uk/cyber . Enter the mobile number for verification and then follow the activation steps.

Or you can also try activating via your EE online account in the add-ons section. Once you have activated it you can then set it up on the devices you want, our help page has more information on setting it up for different devices.

Alex

Re: cyber security

Phil_8049 — Mon, 10 Nov 2025 13:10:11 GMT

I have recently signed up for EE's cyber security, recieved the link and followed the instructions given.

Went nowhere!

Contacted EE now twice and am still waiting for the EE cogs to move into action.

Up to now I have spoken to 2 EE tech team guides, who have kept asking me for mob & email confirmation.

Absolute chaos on the transfer from BT to EE, where my old details are still on record, where I asked for them to be removed.

EE please wake up and sort out my issue.

That dark room looms for me to go and take a nap in!!!

Re: cyber security

Alex_H — Mon, 10 Nov 2025 16:17:39 GMT

Hi @Phil_8049,

Thanks for visiting the EE Community

I am sorry you are having an issue activating your Cyber Security add-on. You may have tried already but if you do have issues with the activation link I would recommend trying to load up the link on an alternative browser, particularly Chrome if that is not the one you are using.

Similarly trying the activation link on a completely different device, particularly a PC or laptop if available, to rule out any issues there is recommended. If there is no change though it does look like there is an account problem not allowing you to activate which will require further investigation from our technical team to get it sorted.

Alex

Re: cyber security

Phil_8049 — Mon, 10 Nov 2025 16:43:06 GMT

Hi Alex_H

Many thanks for your reply.

I did try the alternate browser to no avail.

After I posted my message, I received a call from BT Newcastle, who amazingly sorted out my issue in 10 mins.

I am now up and running.

The reason why the link didn't work was given that the EE website was broken and couldn't handle the link!

Anyway all happy here now.

Rgds

Phil

Re: cyber security

Leanne_T — Mon, 10 Nov 2025 18:01:19 GMT

Hi @Phil_8049

Thanks for coming back and letting us know this has now been sorted for you.

Have a lovely evening 🙂

Leanne.

Re: cyber security

paulieboy22 — Wed, 03 Dec 2025 23:24:30 GMT

ee are a shower of *** how difficult can it be

i have signed up for cyber security as well

never recevied any text ant confirmation nothing

tried the above steps (which i was guided to but somebody on the chat)

first hurdle "enter the phone number for authentication "07%%%%%%%" sorry it must be a ee number beginning with 07

hmm im sure 07^&&^&*&^& begins with 07

thats the only number i have

i only have broadband and tv with ee

phone tech support some ***** "so your having trouble entering your number"

no "im trying to get my cyber security pacage to work "which i paid for"

tech support "so your having trouble entering your number"

Me "can u put me through to the cleaner please somebody **** ****"

Tech guy "sorry that wont be possible " i will escalate your case and somebody will contact you in 3-4 "

me "ok that wont happen " and surprise surprise it hasnt

let me just say when i moved to ee it took 7 months of fighting over 200 phone calls 500 messages/emails 57 visits to ee stores and eventually after screaming at somebody down the phone i got it sorted out so am not holding my breathe this will get sorted i the next 6 months

like i said shower of ****

[Mod edit: post edited for language. Please keep all posts respectful.]

Re: cyber security

Phil_8049 — Wed, 03 Dec 2025 21:48:19 GMT

Try being polite and patient 🤔

Re: cyber security

paulieboy22 — Wed, 03 Dec 2025 21:59:15 GMT

do u not think 7 months is patient ?

I can already see where this problem is going to go

absolutely no where ee won’t respond and I will be waiting another 7 months again for a very very very easy solution.

i think I have been very patient.

just bitter experience

polite. “Would u like to see the 500 messages I wrote every one was polite “

would u like to see the lies i was told by ee

500 messages and 500 different lies

Re: cyber security

Phil_8049 — Wed, 03 Dec 2025 22:05:16 GMT

No your alright thank you 🙂

Re: cyber security

Linzi_H — Thu, 04 Dec 2025 10:41:15 GMT

Hi @paulieboy22

If this is still not resolved or you'd like to discuss your experience, please Fill out our complaints form. A dedicated member of the team will get back to you within 7 days, if not sooner.

Linzi

Re: cyber security

paulieboy22 — Thu, 04 Dec 2025 12:48:25 GMT

Hmmmmm let me see

ee complaints procedure

“I’m sorry your not happy let’s open a complaint procedure here’s your case number “

24 hours later email received “we’re sorry your not happy please call us to discuss”

me call number “sorry there is no complaint with that reference number let’s raise a case a somebody will contact u “

24 later email received “we’re sorry your not happy please call us to discuss “

me call number “sorry there is no complaint with that reference number let’s raise a case a somebody will contact u”

see a patten here ?

200 complaints 157 closed by ee whithin 1 hour with nothing happening (makes there figures look good”

other complaints just circle of lies

like I said shower of s^%t

Re: cyber security

Linzi_H — Thu, 04 Dec 2025 12:59:21 GMT

If you've had a complaint closed within the last 28 days, the team will be able to reopen this for you @paulieboy22. So I would suggest using the webform I've linked above.

For further information, please see EE Complaints Code of Practice.

Linzi