topic Re: Account Management on App in SIM cards & Porting

Account Management on App

Grapeel11 — Wed, 02 Oct 2024 20:22:44 GMT

I am a new EE customer having migrated over from BT. What a nightmare honestly. ESims don’t work and needed to send out physical Sims which is very poor as I have currently no mobile usage. But my question is on the app how do I check my data usage etc - I see lots of products for sale but nothing on how to check what I’m using.
Also during the migration process my surname name was someone else’s ….. now I am Lopez!!! 🤦‍♂️🤦‍♂️

Re: Account Management on App

XRaySpeX — Wed, 02 Oct 2024 20:24:11 GMT

Visit http://add-on.ee.co.uk/status when not connected to WiFi to see your data & credit status.

Re: Account Management on App

Chris_B — Wed, 02 Oct 2024 20:28:09 GMT

@Grapeel11 On the home page there is a yellow bar that goes down when you use data. The bigger that yellow bar the more data you have left there is even a data count down of what you get to what you have left, If you have unlimited data it doesn’t show as it’s unlimited and you’ll only be hit with traffic management if you go over 600Gb.

Re: Account Management on App

Grapeel11 — Wed, 02 Oct 2024 20:37:10 GMT

Thanks, but it’s not on the App…… I see Home/Shop/Manage/Rewards/Help…. and in the top right corner a little man with the WRONG personal details.

Re: Account Management on App

Grapeel11 — Wed, 02 Oct 2024 20:38:01 GMT

Thanks but not on the myEE app? Nothing. 🤦‍♂️

Re: Account Management on App

XRaySpeX — Wed, 02 Oct 2024 21:18:28 GMT

I wasn't telling to go to the EE app. I directed you straight to a webpage that will show your usage aside from the app.

Re: Account Management on App

Linzi_H — Thu, 03 Oct 2024 09:41:02 GMT

Hi @Grapeel11

I'm really disappointed to hear your move over to EE hasn't gone smoothly!
It's so important to be able to manage your account online, and if the right details aren't showing, we need to get this updated for you.

Please contact us directly and one of our Guides will get this all sorted out for you. We can also talk you through the app and make sure you're able to see all the info you need.

Linzi

Re: Account Management on App

Grapeel11 — Thu, 03 Oct 2024 13:57:23 GMT

Thanks Linzi.
So far it’s not been smooth at all, especially that both eSims don’t work (iPhone 13) so the gentlemen will post out active SIM cards, and then I can do a conversion from a physical sim to an eSim.. It’s also disturbing that I now have a different surname in your system.

Also the amount of calls both BT and EE get is at tsunami levels. 30-40mins wait times. As a suggestion the airline KLM do a WhatsApp service which is really really good at solving ticketing, seat, rebooking issues. You guys could look into that instead of long waiting times on the phone.

Re: Account Management on App

Linzi_H — Thu, 03 Oct 2024 15:12:59 GMT

Thanks for letting me know you've managed to get sorted out with your SIM cards @Grapeel11

If any of your details are incorrect and you've made the team aware, they should have advised the next steps to get that updated.

I know it's not much fun waiting on hold, and when your SIM cards are active this will change. When you call us on 150, select option 1 and our team will call you back rather than having to wait during busy periods 😊

Linzi

Re: Account Management on App

Grapeel11 — Fri, 04 Oct 2024 11:39:10 GMT

Yes, Linzi, I ring up EE and spoke to Ahmed in N.Ireland and he did a great job assisting me for the 2nd eSim that I have. As for the name change I need to go into an EE store and correct it; and that’s fine. So getting there 😀.

Re: Account Management on App

Linzi_H — Fri, 04 Oct 2024 11:48:25 GMT

Fab news @Grapeel11, once this is done- all should be spot on!

You are welcome to pop into store with photo ID when you pass, or book an appointment ahead of time.

Linzi 😊