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!

[Fennis]

I did. I filed a written complaint on 12th August (7 days ago) and haven't heard anything.

[Leanne_T]

Hi @Fennis 

Thanks for coming back to us. 

If you have no update from our complaints team within the next few days, please get back in touch with our customer support guides and they can take a look at this for you and provide an update. 

Leanne.

[artandmath]

Dear Leanne

and dear all

May I point out something I think is quite relevant about raising tickets and complaints about this issue.

There is obviously some process in place where our identity is verified, we exchange codes, the customer is bounced around different teams and it all seems to progress up to the point where the customer is told the unwelcome news that unless you have more than 10 phone numbers on your account (that's the minimum requirement for the Mobile Manager platform to work),  not being able to use the app to manage your business account is the way it is, has been so for a couple of years, and nobody can or will promise when it will be fixed.

At this point, the TICKET or COMPLAINT is CLOSED!!!

Mind you, it is closed WITHOUT THE PROBLEM HAVING BEEN SOLVED (at best you get an offer to receive your paper bills through the post free of charge) so I suspect said complaints never actually reach high enough for whoever team or manager of the app platform to be bothered to ensure it is fixed.

**** This is not right, is it? **** 

Pertinent questions:

1) if there is a problem with the app (presumably due to not being able to associate a birth date with a business name), what insurmountable difficulty has stopped EE to resolve it, apparently for MORE THAN TWO YEARS?

2) As there is an alternative online platform (Mobile Manager) created specifically to go around this issue, WHY is it restricted to accounts with a minimum of 10 phone lines, when it would resolve this problem for so many?

Apologies for uppercase words here and there, but for a communications market leader to fail so spectacularly is beyond belief. The contempt EE is showing to small businesses is deeply disappointing. I suspect that, like me, many customers being effectively taken the mickey out of are counting down the days until the contract can be switched elsewhere without penalties. Shame, as the 5G coverage really seems to be better than anyone else.

Kind regards to you all, I am losing faith this issue will ever receive the attention it deserves.

FC

[Fennis]

Weeks later and still no call back from EE despite 3 separate customer service people telling me they would call me to resolve this issue.

3 weeks ago I submitted a formal written complaint about that and not a single word from anyone at EE to this complaint either.

I left O2 because their customer service was bad. I had no idea that EE could outdo O2 in two respects - firstly selling me a service that doesn’t work, that they know doesn’t work, and hasn’t worked for years, but selling it nontheless

- second clearly being unable or unwilling to solve the problem, and showing utter disregard for customers by not even having the decency to get back to them about complaints.

I will be calling EE this week to formally request they cancel the service they are charging me for and which they are knowingly unable to actually provide but selling to customers regardless.

[Kenny5522]

Yes I have been trying for a year. They just don’t care.
Kenny
Sent from my iPhone

[Rach_H]

Hi @Fennis,

Thanks for coming to the Community!

I'm sorry to hear that this is still ongoing. If your complaint is closed then you can request that this is re-opened within 28 days, and you can escalate this to a manager, and then to our executive complaints team until this is resolved.

Rach

[Fennis]

So how do I do that? No one has ever given me a complaint reference number or anything remotely useful for tracking my complaint.
Also, why do I have to keep chasing this up myself? At what point does it become EE's responsibility to treat their customers with some respect and respond to them rather than just ignoring them constantly?

[Rach_H]

If  you reach out to the team then your complaint will be recorded on your account and  they can get this reopened. The team should be reaching out to chase this up, so I can understand your frustration that this isn't happening @Fennis.

Rach

[Fennis]

So how do I actually write to someone on that link? It pushes me back to this community forum or contacting 150 (which also does nothing). Who can I email to make ANOTHER formal complaint about this where I can get an official complaint reference number?

[Rach_H]

If you call the tem they can give you this. We do not have an option to email our team @Fennis.

Rach