Cannot Link Device

[atex360]

I'm a new business customer who joined EE and simply cannot link my device to the app, error message appears. I've been in persistant contact with tech support for almost 2 months now it's getting enormously frustrating. Have tried calling, emailing, online chat, messaging on social media.. no avail. I've been told all kind of reasons for it not working and always get told to wait 3-5 days.. no callback. 

As I'm unable to control my contract through the app, I've not had access to the add-ons of which I pay over £35 additionly pm. Last month I was told on a call that would be compensated but I've just received my months bill and it has not.

I would appreciate some senior help with this matter.

[Peter_W]

Hi @atex360.

Welcome to the EE Community.

I can totally appreciate you'll feel let down if this has been going on for quite a while now, especially if you're not feeling any further forwards after getting in touch multiple times.

When you've reached out to us in the past, have you contacted our dedicated business team?

Do you know if a complaint was logged on your account as well?
Peter

[atex360]

Thanks for your response Peter. 

I've been on the phone for over an hour today and been passed around various departments - still no resolution.

However, I did speak with an honest representative today that said the reason my account will not connect is because you have recently lost your deal with TNT Sports. The full works package + Add-On was the core reason I made this contract purchase.

I have received no information on this service being discontinued, yet I'm still paying extra for service. 

I've been misslead into a contract that fails to provide the service I'm paying for and is technically in breach of the 2015 consumer rights act. If my contract cannot be terminated without a cancellation charge I will escalate with the ombudsman.

[atex360]

I've just had a similar situation.

Something they're not telling anyone is that they've recently lost the TV add ons and as a result blocking those from accessing linking to the app.

Found this out today after almost 2 months of painful contact with all departments.

They even tried to add additional charges to my account whilst I couldn't access the app.

Still no resolution.

[Katie_B]

Hi @atex360. 

We're not aware of any changes like that to TNT Sports subscriptions. The TNT Sports add-on shouldn't affect linking your number to your EE app either. I understand your disappointment with the way this has been handled. If you would like someone to look into this for you, I recommend filling in the email form on our Make a Complaint business help page. That way a dedicated team will look into this and contact you directly to discuss it.

Katie

[atex360]

Hi Katie,

I've made a complaint and continually spoken with the relevant departments and this was my response.

Tech has reset my account now multiple times - still wont link.

I subscribed to the Business Full Works deal + TNT Sports. You have since removed the sports add on and blocked my e sim from linking to the EE app to access these PAID FOR features.

[Katie_B]

Hi @atex360. 

I have sent you a private message to gather more information so I can get this looked into further. 

When you have a moment please check your community inbox. 

Speak soon, 

Katie

[atex360]

Hi Katie,

Have been speaking with level 2 all week. Still no conclusion. Passed back to tech support,  still unable to do anything.

I started my business here with hopes of adding and managing accounts and can't even access my own!

Over 8weeks now so requesting an immediate deadlock letter.

Thanks,

[Katie_B]

Hi @atex360. 

Thanks so much for the update, I'm sorry to hear this is still not resolved.

I have popped you over another private message regarding this. 

Speak soon, 

Katie