Can’t link mobiles in app

[Vix30]

hi

i know this has been asked before but has anyone managed to solve linking their mobiles to the app?

I have made countless calls to ee who tell me it’s a known issue and it’s being worked on.

its been going on for months now though and even though I’m a new customer I’m tempted to leave if this is an issue they are unable to solve.

if anyone can help that would be great as I’m not getting anywhere with ee!

[Northerner · Accepted solution]

Hi @Vix30 

Ask EE to delete your online profile and try registering again. 

Thanks 

[Vix30]

Thank you 

[Michael_D]

Hi @Vix30 

It is definitely worth speaking to the team again to ask them to follow the advice from @Northerner.

If you do find you are still not getting anywhere, you can raise a complaint online and our complaints team will come back to you to look in to it further.

Michael

[Kernsary]

I have had the same problem with linking mobiles with the app for years.  Spoken to numerous advisors and technical people.  Spent hours on the phone.  They can't solve it.  I now just phone up when I want to get settings changed.  The app seems like a good idea, and if it works for you that's fine, but if it doesn't then it won't ever do so.

[Leanne_T]

Hi there @Kernsary 

Thanks for coming here. 

If you've been unable to link the accounts and have been in touch over the past few years and been unable to get this sorted, you can raise a complaint online. Once the account has been looked into one of our complaints guides will get in touch to help see if they can get your details linked so you can access the app and online account. 

Leanne.

[Kernsary]

The details are linked, and have been linked several times.   Each attempt has made no difference.   There is probably bug deep in the software which only impacts a relatively small number of users, and so it's not worth the manpower trying to fix it.

[Leanne_T]

Thanks for coming back to me @Kernsary

I'm sorry this has been ongoing for some time and I would advise getting back in touch so the team can take another look into this for you. Or, you can raise a complaint for one of our executive guides to get in touch. 

Thanks very much. 

Leanne.