EE ID ISSUE

[SteveR_71]

So, as I've been told by staff at my local EE shop, there is an ongoing issue with the creation of a new EE ID for some customers (those who've transferred from BT?) that's preventing us being able to properly set up our online account - either through the app or website?

I've contacted to EE so many times via 150 and callbacks about this now, and spent so much time doing so, yet the problem remains unresolved for me. EE can't seem to solve it, I keep on being told by whoever I've spoken to that it'll be sorted within a few days or weeks but still I'm being told to please report to an EE store with suitable ID to move things along... despite having supplied all that months ago.

What next do we think? I refuse to contact EE again.

Steve R

[SteveR_71]

Because of the ongoing situation with the above (which I've "complained about" in another Community post), I've been unable to activate the 'Cyber Security'  element of my package that I've been paying for.

What to do next - hopefully without having to call EE yet again?

Steve R

[Rach_H]

Hi @SteveR_71 

Welcome to the Community!

We want to make setting up your account as straightforward as possible for you, so I can understand your disappointment that things haven't worked out as we would hope.

We do not have account access here on the Community, so we won't be able to look into this from here, so I would recommend getting back in touch with the team, but you can make a complaint, and ask for someone to take ownership of this, meaning they will give you updates until the issue is resolved. If you aren't happy with how this is handled when you initially speak with one of our guides then you are then able to escalate this to a team leader, who will be able to work with you regarding this.

Rach

[SteveR_71]

Thanks Rach - by "team", I presume you mean the 150 back-office?

Steve

[Leanne_T]

Morning @SteveR_71 

Thanks for coming back to us.

Yes, our mobile guides on 150 will be able to take a look at your account and open a complaint if needed. 

The Contact Us page has details on how to get in touch. 

I hope you get this sorted soon. 

Leanne.