Can't link my device

[joaocruz]

Just bought my first EE card. I can't connect it to any device, the same error keeps appearing (for weeks now). How shouls I solve this??

[Chris_B]

@Cananybodyhelp you can pay via  EE fast payment 

https://ee.co.uk/bills-payments/mobile/fast-payment

What do you mean by you cannot login to the Google Pro ? 

[Cananybodyhelp]

The Google Pro add-on.

So it says technical difficulties trying to login to that and I have had no chance. Even with an hour on the phone to EE linking my product to my EE profile. Very strange. Maybe EE have been hacked or something as they said they were aware of an issue and would take up to a week to resolve which I thought seemed very strange for such a big company. Things must be going terribly wrong. Every once in a while I try to login but it seems they are struggling to sort the issue out.

[Katie_B]

Thanks for keeping us updated @Cananybodyhelp. 

Was a ticket raised by the guide you spoke with over the phone?

Katie

[Cananybodyhelp]

Yes. That was Friday lunch time. 5 days ago. It just seems odd. That there is such a lack of ability to identify a customer to their contract. And pair the 2. It’s a shame. Because with all the boasting about being the best. They are the least seamless integration into the network. Baffles me. I don’t think I’ve ever called a CS and they litterally have no idea what the problem is. They are helpful. The store not so much as they aren’t they are only tasked to generate income but give no aftercare which isn’t their fault but that of the business. God knows what my business account managers job actually is if she can’t help me. I give it 1 week max before I terminate on grounds of not providing the service.


Kindest Regards

[Katie_B]

Thanks for confirming @Cananybodyhelp. 

I would recommend allowing the full timescale provided so our technical team can look into this for you. 

If you have still not heard back after the timescale provided please reach out and let me know. 

Katie

[Cananybodyhelp]

But they scheduled a call back already with me but that call never came. I’m not sure how much ownership of the issue is being addressed here if the business does not even honour a call back that was suggested by themselves. I actually got the contract so I could utilise the AI add on for my business yet all it has done is stagnate my progress. Maybe EE should utilise AI themselves to understand the problem they are having with both their IT system and their ability to fulfil their obligation with their call back. 

is it true the IT department have gone on strike do you know?

[Katie_B]

Hi @Cananybodyhelp. 

Thanks for keeping us posted.

Our technical care team have not gone on strike, to get a full update on the ticket raised please give us a call. 

A member of our technical care team will be able to provide you with an update on the call rather than having to arrange a call back. 

Please let me know the outcome. 

Katie

[Cananybodyhelp]

Hi Katie

They said there’s still a problem - 11 days since my last call. They said they would call me again in another 7 days to update me on whether the IT team have resolved the issue. Something must be very wrong at EE that isn’t being disclosed fully.


Kindest Regards