App not showing devices

[Anthonyorchard]

I have recently moved from Bt for broadband and sky for mobile. 
tried to link devices to app and it says that they are already linked. 
when I try and access anything the app says there is nothing linked with this account. 
i was told I would have a new router when I switched. When I complained I was told I don’t. 
phone signal is worse than sky was. 

when I complained about the app I was told that IT are aware of it! That doesn’t help me though. I can’t see what I am being charged. Or anything. 

has anyone else had this problem with the app?

[Christopher_G]

Hi @Anthonyorchard 

Welcome to the community.

It may be worth having a chat with our customer care team to see if they can link the accounts from our end for you.

Chris

[Rawlie]

Yes, I am having the same problem. I can see my broadband bill but can’t see my phone bills, do any alterations to my account or add  or remove add ons.  I had x box pass that I should have been able to use for free for 6 months and can’t access that.

I have been on to EE for 6 months, they have promised that they have fixed the issue.. just a matter of linking accounts. Then have you deleted and re- installed the app then the tech team would phone me back to resolve the problem they never call. I have text messages saying they will call but never do. 

I have had enough of trying to get through to them to resolve the matter and I am going to take the matter to Communication Ombudsman as it is now a matter of fraud as they are altering my direct debit each month taking money and will not provide me any documentation for what they are taking the money for. 

[Katie_B]

Hi @Rawlie. 

Thanks so much for coming here and flagging this with us.

Has our technical care team opened a ticket for this?

What was advised the last time you called?

Speak soon, 

Katie

[Rawlie]

This has been going on for 6 months! Last time they were going to call me back and I’m still waiting for a reply.

Every time I contact you I spend a long time on hold and get no where.

Kind regards

George Rawlinson

[Katie_B]

Thanks for getting back to me @Rawlie. 

I understand you may be hesitant to call again, however, our customer care team are in the best position to provide you with an update. 

If you could let me know the outcome of your call that would be great. 

Katie

[Rawlie]

Hi Katie

I am fed up with being on hold trying to get through and then being passed from person to person only to be told they will have to call me back and don’t!

I will pass it on to the ombudsman and let them deal with it. You can try to get them call me back!

Kind regards

George Rawlinson

[Katie_B]

Hi @Rawlie. 

I completely understand. 

I have sent you a private message to see if I can help further. 

Katie

[Rawlie]

Happy for you to pass it on

07*********

Kind regards

George Rawlinson

[Mod Edit -Mobile number removed, please don't share any personal details in public]