Does EE have another obligatory registration?

[vitaliy_r2]

I am an EE customer since 2019, I have bought PAYG SIM card in an EE store in London. I installed My EE app jut after I bought SIM card and use My EE app (mobile and web) all time.

As I wrote yesterday I have tried to order a replacement SIM or eSIM.

This morning I got message

Hi from EE. Sorry about this but we can't send you a replacement SIM as your account isn't registered. If you'd still like a SIM, could you please call us on 150 to register? Thank you.

What does it say about?

As I said before I registered an account in My EE in 2019 and it is still active. When I bought SIM card the shop assistant gets my passport and registers my phone number.

Does EE have another obligatory registration?

[bristolian]

Hi @vitaliy_r2 

You've not said, but it's perhaps worth checking... is this a PAYG SIM?

I wouldn't imagine you're pay-monthly, but before someone gives incorrect advice, let's clarify.

[vitaliy_r2]

@bristolian    Yeah, I am PAYG

[James_B · Accepted solution]

Hi @vitaliy_r2,

It sounds like your personal details aren't registered against your internal EE account. If you get in touch with Customer Care they'll be happy to register your account details.

James

[XRaySpeX]

Linky doesn't compute. Corrected (Wrong link given): 

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@vitaliy_r2 wrote:

As I wrote yesterday I have tried to order a replacement SIM or eSIM.

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[XRaySpeX]

@vitaliy_r2 : Does your PAYG mobile no. appear under your online MyEE a/c that you used to login here?

[vitaliy_r2]

@XRaySpeX

no, I can see my phone number on "Manage numbers" page (My EE > My EE Mobile > Manage numbers)

After login I can see on "home" page in the left up corner:

Active account
Single user account

<internal account number>

[XRaySpeX]

Sorry, is it "No, you can't see" or "Yes, you can see"?

Which nos., if any, appear under "Manage numbers"?

[vitaliy_r2]

Sorry about that,

I cannot see my mobile number after login: it shows account number only,

I can see my mobile number on the "Manage numbers" page.

The mobile application shows on start page account number. I have not found any page in the mobile application where my mobile number is.

[XRaySpeX]

If the PAYG no. you are talking about in this thread is showing on the "Manage numbers" page then it is fully registered & no further registration is required. The A/c no. you see on the Menu on the Home page of MyEE is associated with the mobile no. on the Manage numbers" page.