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!

[artandmath]

Hello all

I am sorry to join the large group of new customer who couldn't link their mobile number to the app and were told various things by various teams (billing, service, technical). Coverage and speed are great but the service level is close to farcical.

My question is if anybody actually had their issue resolved in due course, even months. Cool-off period ending soon so considering going elsewhere. Totally unacceptable for such a large company to fail fixing their online service when every single hold music message is pointing customers to self-serve online.

Thank you,
FC

[ellymoo]

I am adding my name to this list as well. We raised a complaint but were told that the complaint was unfounded. Thinking the ombudsman is the next stage.

[pbcollins]

Have 3 phones in the family which I used to manage via the online web interface.

Been a while since logging in, but going on holiday and wanted to check all the mobiles have spend limits high enough to cover roaming abroad. 

Finally logged in and all the phones that were previously there are now gone and there is a button to LINK PHONE. When I click and put in the details of my phone it then sends a code to put in but then just fails every time.

Tried downloading the EE App and trying that way with same result.

If I was travelling tomorrow this would be very worrying that I cannot check if my phone will be able to roam! Very poor app and service. Why have all my details that worked last year disappeared?? And now unable to set them up again.

Highly frustrated. I will now have to spend time while at work calling them tomorrow for something that should be seamless these days.

[Katie_J]

Hello @pbcollins. 

Thanks for coming here. 

I am sorry to hear you have not been able to access your account before travelling abroad. 

Have you been able to get in touch?

Speak soon, 

Katie

[Kernsary]

I went through the complaints procedure twice trying to get a resolution to this problem.

First time around I even got a phone call telling me it had been fixed.  Tried it several times, and my mobile accounts were still completely unobtainable.  So I submitted a complaint about the lack of resolution about the complaint.

Finally I got through to a technical person who told me that it is a known fault, one we she herself had, and not to expect a resolution any time soon.  

It is really something that EE should come clean about, but then what company is going to.  "We have an app, which works for some people, but if it doesn't work for you, you have to phone up every time you want something, and we don't know when it will be fixed"

[Fennis]

I have had this exact same problem since I joined EE two weeks ago. I transferred from O2 to EE, and I have never been able to link my phone number in the EE app or be able to see any of my usage or access the app at all. I have spoken to four separate EE customer service advisers and even been into an EE store. All of them have given different reasons for this problem. They all said they had created tickets about the issue and said someone would get back to me. Two weeks later, I've not had a single callback or email from EE about the problem. Most recently, when I spoke to a customer service agent, they said this is a known issue that has been going on for a few months because EE are rebuilding their app, which seems an unlikely explanation since looking on this forum, this problem has been ongoing since 2024.

So two weeks into being an EE customer, it has been an incredibly frustrating experience, I was sold their service based on how good their app was and as yet, no one has solved this problem, and no one has bothered to contact me about solving it either. Very disappointed.

[Fennis]

I have had this exact same problem since I joined EE two weeks ago. I’ve spoken to 4 customer service advisors, all of whom have given different reasons for the problem, the last one said it’s a known issue that’s been happening for a few months, but when you look at this forum you realise it’s been happening for over two years. Everyone I’ve spoken to raised a ticket and said someone would contact me. I’ve never had a single phone call or email back from EE, and no one internally seems to know how to solve it. I was sold on EE because they talked about how amazing their app is for managing your contract and bill. So far it’s been a terrible experience.

[Kernsary]

I raised this as a complaint twice.  Always got phone calls back, and eventually was put in contact with the technical team. Who did come back, told me it was a known issue for a percentage of users and was not fixable without a software update.  A fix is apparently not likely any time soon.  Ironically the person handling the call also had the same problem.  

[GoldyDaz]

As Kernsary says, "A fix is apparently not likely any time soon". For a large company like EE the simple job of removing the whole app and making a new one would take less time than it would to fix this one considering the problem is not new, 2 years should be long enough to fix any app problems. However its not the app at fault, it is the main system they have running because it affects the same linking via the web page that stands apart from the app until it reaches the servers.  We came to EE for the better cover and the App which at first used to work fine. Now that our previous company have bridged that coverage with 5g its looking more likely to go back and get the same calls and data for almost 2/3rd the price and an app that actually is working (tried a payg sim on spare phone to see) even though its a pain swapping for a few pounds.  If the website actually worked to link devices would be something. 😑

Service 10/10

coverage 10/10

pricing 7/10

CS and website funtions 1/10

Ability to manage account and usage easily 0/10.

We live in hope of some kind of progress soon before the current contract reaches its conclusion.

[Fennis]

So surely EE should be giving everyone affected discounts on their bills? One of the main reasons I moved was because I was told by the EE sales person that the app was amazing for managing your account. Not only can I not manage my account, I can’t even see my bill, not on the app or the website. That’s a big part of what EE sold this on so I’d suggest they should be knocking money off people’s bills until it’s resolved or letting people leave their contracts. They’ve very much misrepresented their product