Cant register a mobile device to my EE account

[TTJH]

Hi,

I purchased a mobile phone and sim contract for my business late last year and at the same time I created a user account on the EE website. However I've never been able to register the phone to the account successfully, and therefore can't access any billing information.

I follow the relevant steps to register a device to my online account and  successfully get the 4 digit authorisation code sent to the phone, but then when I enter the code onto the website I get this message;-

Clearly there is a device using this number because EE have just sent the 4 digit code to it!!

Because of this i'm unable to view any billing information at all (bills are paid by direct debit) and despite numerous calls to the billing department (who always tell me they have fixed the problem) I'm still unable to view a single bill despite having the phone for 6 months.

Please help!!

Thanks.

[Ali_A]

Hi @TTJH 

Welcome to the Community. 
I understand how important it will be to have access to your bills for the mobile phone. We really want to make sure you have full access to your online services. 

Have you spoken to the technical team about your account setup issues? 

In the mean time, the billing team will be able to send paper copies of your bills while you're unable to view them online. 

Ali  

[TTJH]

Hi Ali,

Thanks for your reply. I've not spoken to the technical team directly, only the billing team. When I last spoke to them they said they had fixed the issue linking the phone to my account and that all my bills would be accessible within 24 hours (this was more than a month ago)

Unfortunately the problem still hasn't been resolved despite being told otherwise. I'm reluctant to call the billing team yet again as based on my previous experiences i'll just be wasting my time.

It's really frustrating that I can communicate with my EE Business Sales Advisor over email which is quick and simple, yet the billing team is only contactable by phone which inevitably interrupts my working day. Even more frustrating is that the Business Sales Advisor was very happy to sell me the phone but isn't interested in assisting me with my technical issues, and just direct me to the CS phone number. I get that the Sales Advisor can actually resolve my issues themselves, but it's just another example of EE's customer service model not being good enough.

Anyway, that's enough of my moaning, I've wasted enough of my day on this problem already. 

[Peter_W · Accepted solution]

Thanks for taking the time to explain all of that for us, @TTJH.

Normally our Business Billing team would be able to run the initial checks around this, then raise it with our back office tech teams for further investigation if needs be. 

We'd expect you to be kept up to date on this as well, and whilst it's not always possible to resolve things in 24 hours, a month without an update definitely isn't what we'd expect, too.

I would definitely recommend getting back in touch to see if there are any updates, or if you would prefer to not go down the billing route there is the option to raise this directly as a complaint, too.

Peter