topic Re: Re: cyber security in Security

Re: cyber security

Jess267 — Thu, 26 Feb 2026 06:31:46 GMT

Hi Alex this the message I'm getting when trying to login on my new handset.

Many thanks

Re: Re: cyber security

Alex_H — Thu, 26 Feb 2026 08:49:36 GMT

Hi @Jess267,

Welcome to the EE Community

What exactly are you logging into on the screenshot above, is it the My Norton portal after following the activate link from the EE app?

Have you already been able to setup on other devices and its just the new phone having issues? Is the phone software up to date and if it is android is the Google play store up to date also?

Alex

Re: Re: cyber security

Jess267 — Thu, 26 Feb 2026 09:20:20 GMT

On the EE cyber security app I had it on my old phone, it wouldn't work on my new phone I thought it was because I was still logged into my old phone so I logged out and tried again but didn't work so I then tried on my old phone and I got the same message

Re: Re: cyber security

Phil_8049 — Thu, 26 Feb 2026 09:27:44 GMT

Hi @Jess267

Sorry you are having issues with EECS, it sounds similar to my previous predicament.

If you are not getting anywhere, out a complaint in and keep EE on their toes.

Please read my previous posts on here.

Make a noise and you shall be heard.

Rgds

@Phil_8049

Re: Re: cyber security

Jess267 — Thu, 26 Feb 2026 09:35:48 GMT

Thank you xx

Re: Re: cyber security

Alex_H — Thu, 26 Feb 2026 10:44:20 GMT

@Jess267 Thanks for clarifying, it is just the same details you use to login to your online account you are using to login with as well?

I would uninstall the app from your new phone, and try setting up on a different connection i.e. use your mobile data if you were on WiFi or vice versa. If the issue persists I would recommend getting in contact with our technical team so they can help with getting it sorted.

Alex

Re: Re: cyber security

Jess267 — Thu, 26 Feb 2026 11:00:06 GMT

Ok thanks I'll contact them as still not working