Can’t link device to account

[Aidy06]

Hi,

I moved from a personal account over to a business account keeping my number, since then I’ve not been able to log in to my account at all. It tells me that I have to link my device and then it tells me that it couldn’t find any products using my mobile number. This has been going on for over 3 weeks now.

I’ve called numerous times and they keep telling me that there’s an issue with the app and website and it’s not letting people link their device, I find this hard to believe as it’s only happened when they moved me across to business.

Can anybody help with this issue please? As I don’t seem to be getting anywhere over the phone.

Thanks. 

[Rach_H]

Hi @MikeW26,

Welcome to the Community!

I'm so sorry to hear you're having these issues. Have you spoken with our team about the problems you're having?

Rach

[MikeW26]

No not yet. I did ask instore when I set up the account but they just said it was an internal problem. 

I just get screens telling me my details don't match my account (which they do) or "something's gone wrong" or "we're having problems linking your products, please try later" 

[Alex_H]

@MikeW26 When you get a chance give us a call as one of our guides should be able to look further into why it is not letting you link your account and help get it resolved. Contact Us | Help & Support | EE

Alex

[Scotto1972]

Same absolutely shocking service and very pricey compared to being a new customer 

[Denisthemen___]

Agree totally, EE don’t value customers and are dilluding themselves if they think they do. I’ve not seen any attempt to resolve problems or even deliver what they say they will.

Sent from my iPhone

[Leanne_T]

Hi there @Denisthemen___ @Scotto1972 

If you're both unable to link a device in your EE account, please get in touch with our technical support guides and they will get this fully investigated for you. 

Leanne.

[Denisthemen___]

Have done that twice and had longish phone calls but nothing has changed - I had to ask to be sent PDFs of each bill since last April last year which I did receive. EE is posting bills for next 3 months free of cost while they sort it out!!! Also asked for a copy of my contract but that hasn’t arrived - presumably it takes more weeks.!!!

Sent from my iPhone

[Leanne_T]

Hi @Denisthemen___ 

You can find details on your plan and contract details in the confirmation email. If you get back in touch with the team they will give you an update on the account. 

Leanne.

[MikeW26]

I've just spoken to a helpful chap at EE and he discovered that for some reason EE had given me 2 accounts so when I was trying to link my devices it was going to the wrong account/details. It took him a while (about 40 mins) but he managed to find the problem and merge the 2 into 1 and now everything works. 

[Katie_B]

Thanks for coming back and letting us know @MikeW26. 

It's great to hear this is now resolved. 

Katie