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My EE app still showing the wrong phone

Hans_2000
Visitor

‎01-03-2021 02:41 PM

Around 2 months ago I sent my phone off to get its screen repaired and had been using my sim in an old phone for the time being. However when I received my phone back and out my sim back into it, the My EE app is still shows that I’m using the old phone, I’ve tried most of not all of the recommendations already, and yet this still hasn’t changed. So was wondering if EE is able to change it on their side as nothing seems to work?

0 Helpful
7 REPLIES 7
Leanne_T
EE Community Support Team

‎01-03-2021 03:22 PM - edited ‎01-03-2021 03:23 PM

Hi there @Hans_2000

 

Thanks for coming to the community. 

 

This will update for you in due course if you continue to log into the My EE app on the EE network, our Mobile Care team have details of which phone you are using, and this won't affect any details within your app.

 

Sorry for the delay.

 

Leanne.

0 Helpful
James3003
Visitor
In response to Leanne_T

‎17-08-2021 06:20 PM

Does it or does it not matter if the app says that I am using a phone that I am not?

0 Helpful
wardi
Star Contributor
Star Contributor
In response to James3003

‎17-08-2021 06:48 PM

@James3003.. no it doesn't.  If you went out and bought, say, a used or refurbished phone from a retailer and popped your EE sim card in, EE would have no way of knowing that you had purchased a different device if you think about it.  Your sim card is the main element of your account, the device doesn't affect this.  Hope that helps. 

Nathandezso96
Investigator
Investigator
In response to wardi

‎08-10-2021 10:20 PM

It does matter,I upgraded to the S21 Ultra, went to add a smart watch to my package and it says my phone is not supported because its showing my old Sony...

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Leanne_T
EE Community Support Team
In response to Nathandezso96

‎09-10-2021 08:13 AM

Hi @Nathandezso96

 

Thanks for coming to the community. 

 

Does the same message show if you log into your My EE account online and try and order the watch? 

 

Thanks. 

 

Leanne. 

0 Helpful
Teddypaws
Investigator
Investigator
In response to Leanne_T

‎11-10-2021 09:18 AM

I am on a SIM only contract and buy my phones as and when . I changed my phone from an iPhone 6 to an iPhone XR exactly a year ago and it is still displaying the iPhone 6. Told customers services 12 months ago who said it would eventually change.

Suddenly though-last week it started to display iPhone XS and i thought "hurrah"......then this morning it had reverted to back to displaying my old iPhone 6.

Could someone please correct this--there is something seriously stupid going on if the EE party line is " don't worry- we know what phone you are using--your new phone will update  eventually."

It don't. 

Leanne_T
EE Community Support Team
In response to Teddypaws

‎11-10-2021 09:35 AM

Hi @Teddypaws

 

I'm sorry we have no account access on the community. 

 

If you would like to discuss this, please give us a call on 150. 

 

Leanne.

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