Can't link my phone to my EE account

[tave]

I am trying to link my new sim in my phone to my EE account. I get to the point in the process where I say that I pay the bills for the phone and then it says 'We're having trouble linking your products'. It's been like this for 2 days now.

Is there anything to fix this?

Thank you

[jh061195]

Thanks @James_B I shall do that now

i appreciate your help

[James_B]

No problem @jh061195 🙂

James

[ClarePex]

Exactly the same problem here.   This a bad start to my experience with EE.   I need this to be up and working immediately so my sick mother can get in touch with me.

[James_B]

Hi @ClarePex,

Welcome to the EE Community. 🙂

Are you having trouble linking your number to My EE or with activating your SIM?

James

[iamagreenwood]

I am experiencing the same problem as the initial poster. 

New sim, I've created an account but neither app or website are able to link the sim to my account. 

I've tried the website on all 3 devices, and the app on one. All fail during the 'linking devices' process. Most of them fail after the SMS verification step - I receive and enter the code from the SMS then get an error.

Please can I be linked manually while you fix the problem?

Thanks.

[iamagreenwood]

I've resolved the problem.
To anyone else in the same situation - top the phone up by dialling '150'.

This will 'activate' the sim which allows it to be linked to the account.

To anyone from EE looking at this - people who order free sims aren't able to top up because they can't link to an account. Nowhere directs users to 150, so they get stuck trying to link suspended SIMs to accounts.

[Leanne_T]

Thank you for sharing how you resolved this @iamagreenwood 

I will pass this feedback to the relevant team.

Thank you. 

Leanne.

[NacaMusib]

hi @iamagreenwood just wanted to ask is there anything else needed to be done after dialling 150? 

[Leanne_T]

Hi @NacaMusib 

Have you topped up the SIM card? 

Thanks 🙂

Leanne.

[XRAD_PG]

I have exactly the same problem