topic Re: New sim not linking on account in SIM cards & Porting

New sim not linking on account

Dave1010b — Mon, 21 Aug 2023 13:06:16 GMT

Hi everyone

I have just purchased a 99p SIM card from Argos.

I am new to EE

So went online to www.e.co.uk/start Downloaded app set up new account entered my new sim phone number entered 4 digit code which was sent to that phone number

then asked to link product ,selected (Link EE mobile or sim) entered phone number which sent me another 4 digit code entered that .Then it says EE Mobile account number and link your product ,pressed that and I get another message (confirm you are the account holder) pressed that and for about the 30th time I get a message saying

We’re having trouble linking your products you can try again or come back later when we,ve fixed things

as a new customer I am not very impressed with this please give advice

thank you

Re: New sim not linking on account

Dave1010b — Mon, 21 Aug 2023 13:07:39 GMT

Re: New sim not linking on account

XRaySpeX — Mon, 21 Aug 2023 15:09:21 GMT

Try doing it on the online MyEE not the app.

You do know that the 99p fee you paid Argos is just a nominal charge to them & that your SIM has no credit or pack.

Re: New sim not linking on account

Rude_Wredne — Wed, 30 Aug 2023 18:24:14 GMT

Hi,

I have the same problem.

I got new PAYG SIM card, wanted to register in the app on my phone and through the website on my PC. The page tells me to link my device, but after submitting 4 digit code I received on my phone, it asks, if I pay my bills, after confirming, I have the exact same response: "We're having trouble linking your products". Nothing works, changing browsers and switching SIM card to different phones didn't help either.

What is going on? I can't check my balance, I can't make a call, I can't do anything, until I link my phone number, and it's impossible to do that. Can someone from EE help out, please?

Re: New sim not linking on account

Christopher_G — Thu, 31 Aug 2023 13:39:53 GMT

Hi and welcome to the community, @Rude_Wredne

I've sent you a private message to get some information from you about this.

Chris

Re: New sim not linking on account

Yautja — Mon, 04 Sep 2023 12:44:01 GMT

Hi. Have same issue for last 2 days. Did you find solution?

Re: New sim not linking on account

Yautja — Mon, 04 Sep 2023 12:55:47 GMT

Hi. Same issue there. Any update on this please? Is problem solved?

Re: New sim not linking on account

Rude_Wredne — Mon, 04 Sep 2023 12:58:50 GMT

Hi!
Partially yes, I had to call customer support and they did most of the job. I’d suggest giving them a call yourself, there seems to be some sort of system failure and it took some time, before mine worked.

Fingers crossed 😊

Re: New sim not linking on account

Yautja — Mon, 04 Sep 2023 13:05:01 GMT

Great. Thank you for update. This giving me some hope 😁

Re: New sim not linking on account

leea56 — Tue, 05 Sep 2023 10:08:40 GMT

Hi did you solve this I got the same problem an my pay mofamily contract spoke to tech and they couldn't solve it so it's been escalated as complaint

Thanks

Re: New sim not linking on account

Rude_Wredne — Tue, 05 Sep 2023 10:15:47 GMT

Hiya,

Customer support did help, my account apparently crashed during the process, but I’m up and running on EE app. I still am missing some of the features, but I assume it is related to recent system failure, as I was advised.

There is something going on with the system that is being fixed, but somehow it takes longer than one might wish for.

Anyway, good luck and maybe try calling them again?

I hope you’ll get sorted soon 😊

Re: New sim not linking on account

leea56 — Tue, 05 Sep 2023 10:20:00 GMT

Thanks 👍 I'll call them again

Re: New sim not linking on account

Fryk — Sat, 09 Sep 2023 14:04:03 GMT

This is an another garbage service. I've been using giffgaff for years, but due to slow mobile internet I decided to try other provider. First was "Three" - bad app full of crap (ads), asking me for log in every single time. That was so annoying, so I gave up. Wanted to try with ID - no chance for the app, as my location on Google Play is Poland and I was like **bleep**, I just bought the sim card, I want to use it here in the UK, but can't use the app just because of GP location. Crazy. So decided to try with EE... and I've got exactly the same problem like you.

Why mobile services are so bad in the UK? That's really blowing my mind. I never have such problem in Poland or Germany.
So I think I will stick with giffgaff, cause I don't want to loose my time asking for something that should just work.

Re: New sim not linking on account

Fryk — Sat, 09 Sep 2023 14:17:17 GMT

And yeah, after just few attempts, I got "We were unable to generate a passcode. Please try again later".

That's not funny, EE.

Re: New sim not linking on account

Leanne_T — Sat, 09 Sep 2023 14:19:50 GMT

Hi @Fryk

I am sorry to hear this is happening.

Please get in touch with Technical Support so a member of the team can take a quick look at your account and get the My EE account set up.

Leanne.

Re: New sim not linking on account

Fryk — Sat, 09 Sep 2023 14:20:50 GMT

I'm sorry, but I'm not going to. I value my time.

Re: New sim not linking on account

Leanne_T — Sat, 09 Sep 2023 14:23:20 GMT

If you are getting this message after trying a few times this would need to be looked into for you, if you prefer you can use the message us option here Contact us about your mobile phone (ee.co.uk) and the team will be happy to help @Fryk

Leanne.

Re: New sim not linking on account

Fryk — Sat, 09 Sep 2023 14:23:57 GMT

I'll just try another provider.

Re: New sim not linking on account

Fryk — Sat, 09 Sep 2023 14:24:36 GMT

(or more likely stay with the current one)

Re: New sim not linking on account

Leanne_T — Sat, 09 Sep 2023 14:26:13 GMT

I am very sorry to hear this @Fryk

I have also sent you a message to get some details.

Leanne.