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

[Christopher_G]

Hi @monsori

Welcome to the community.

You can find all of our contact information, including an international number, on our get in touch help page. Once you're able to speak to our Mobile Care team, they'll be able to link your accounts for you.

Chris

[monsori]

Hi Chris

I am not able top up, pick a roaming pack, dial an international phone number and send  a sms  because I can't get access to my Sim information, balance and active packs in my account 

Only I can connect to internet by my phone and I need to chat with support via internet to solve my problem, there is not any way to chat connection from abroad to support team, at least I couldn't find it.

Please link me to chat with mobile care team via internet

[Christopher_G]

There isn't currently a live chat service for pay as you go users, @monsori.

Did you use your SIM card in the UK to make a phone call or send a text message before you left on your trip?

Chris

[lynnn]

I can't either for 2 days 

[Christopher_G]

Hi @lynnn

Do you have an active balance or pack? You can check by calling our automated service on 150. Once you have one of those, you should be able to activate your account.

Chris

[lynnn]

Hi, thank you so much for your kind input. I called EE and they are
currently dealing with my issue. I hope you have a great weekend 😍

[monsori]

No ,I insert my PAYG SIM card for first time out of UK and I could receive sms

I top up by help of other party 2 days ago, because I couldn't do online top up directly, after that I received a text massage for information about my top up

1 hour after that I received another massage that a data and call pack is activated for me!!! I didn't  have access in my account to  my SIM information and I didn't choose that pack 

Because I am abroad I can't use that pack for call

Realy I don't understand why I can't link my SIM to my account?!

[Leanne_T]

Hi @monsori 

If you are unable to link the account you would need to call us to get this looked into. 

If the SIM card was not used to make a call or send a text on the EE network before travelling this will not work abroad. The SIM does need activating on the EE network first. 

Leanne.

[monsori]

Should I call by my PAYG SIM ? or I can call with any number from aboard?

I ask because I can't call or send a massage with my PAYG SIM

[Leanne_T]

Hi @monsori 

You can call us from another phone on +44 (0)7953 966 150. 

Leanne.