Can't link my phone to my EE account
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26-08-2023 07:46 PM
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
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29-09-2023 07:46 AM
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
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29-09-2023 09:18 AM - edited 29-09-2023 09:34 AM
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
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29-09-2023 09:43 AM
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
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29-09-2023 11:17 AM
I can't either for 2 days
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29-09-2023 12:31 PM
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
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29-09-2023 01:01 PM
currently dealing with my issue. I hope you have a great weekend 😍
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29-09-2023 02:34 PM - edited 29-09-2023 02:44 PM
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?!
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29-09-2023 03:04 PM
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.
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29-09-2023 04:14 PM - edited 29-09-2023 04:17 PM
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
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29-09-2023 04:16 PM

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