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_B]

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"