App account visibility

[Ranksy999]

At the turn of the year I swapped one broadband and one mobile account from BT to EE - no problem there with the functionality of that.

The problem is with visibility of both accounts via the EE website login and EE app as only the broadband account is visible to me. I have been into two EE shops now as well as calling EE and nobody can fathom it out as the EE system knows both accounts are linked as I get the mobile one for the £13 rolling contract but I just cant see it.

O went into a shop today - bought another EE sim and I cant see that one either!! I have reloaded the app countless times.

When trying to link accounts via the app I get this message which is pointless as the shops both tell me that they cannot do this  as they have no access to those mandatory fields

When I look at my home page on the App, it suggests thats I don't have any mobile accounts as the button is still 'get'!

Does anyone have any ideas? Please!!!

[Peter_W]

Good morning @Ranksy999.

Welcome to the EE Community 😊

Am I correct in thinking it's a pay as you go SIM that you have with us at the moment? 

If that's right, it sounds like this account may need to be fully registered with your details, as it is possible to have a generic pay as you go account.

Peter

[Ranksy999]

Hi Peter

Both mobile accounts are £13/month rolling contracts 

Guys in both shops said that these should be visible to me via the overarching parent account either via the app or on-line but they aren’t

 The system knows they are all linked as otherwise both would be £33/month

[Peter_W]

Thanks @Ranksy999, are both of these SIMs billed together? 

Peter

[Ranksy999]

The broadband and the first mobile accounts were set up at the same time back in April with me paying both bills from the same account. I have never been able to see the mobile but have always seen the broadband account on app and on-line.

The second mobile account was only set up yesterday under the same payment details as the first and broadband.

Thanks

[Peter_W]

Cheers @Ranksy999, one customer should only be able to have a single pay monthly mobile account, then if they buy any additional SIMs these would be added as additional lines.

The only exception would be pay as you go, as this is a different kind of account. 

I'd definitely recommend getting in touch with our customer care team, as that way we can make sure everything with your numbers and account are set up in the correct way. 

Merging broadband and mobile accounts online requires the details on both accounts to match perfectly, so they'll be able to check this all out for you too.

Peter

[Ranksy999]

Hi Peter

Thats the thing - I have already been onto customer services and they say go and visit a shop but the shop says they cant do anything.

Ive established that it might well be my full name on one side of the equation and initial and surname on the other being the problem but nobody seems able to do anything!

A real catch 22

[Peter_W]

Thanks @Ranksy999, if it's definitely the name that's causing things here, then we would normally require proofs to change this. 

We normally recommend visiting stores for this as you can show them the proofs in person, and in this case it's nothing complex like a deed poll change, but more a case of ensuring things match. 

Another idea could be to send your details over to our customer administration team along with a scan of an acceptable form of ID and your details for both of your accounts, we can consolidate these. 

The only reason I'm thinking that the store may not be able to sort this is if they don't have broadband account access.

Peter

[Nur1994]

Hi,

did this ever get resolved for you? I have a similar issue of name and birth dates being typos from EE, and I sent my passport to them a month ago, and still not resolved. Hope it gets sorted soon for you! 

thanks 

Nur 

[Ranksy999]

Unfortunately not and the future isn’t that bright that it will be as EE can’t decide who needs to do it! 🤷‍♂️