Link in the App doesn't work

[Hoppy857]

I had a 4G simplicity sim with EE for years and decided to change over to a 5G sim contract using the same sim card which I have now had for a few months.

However, the contract doesn't show up on the app under "manage", I've tried to link the sim card to the app numerous times but it doesn't work. Everytime I call I'm stuck waiting for Tech Support for over an hour with no one answering. So i am unable to pay my bill because i can't setup a direct debit. I am literally at my wits end with this! I never had an issue when I was on simplicity sim.

When is had simplicity sim i was able to talk to agents on the app, now I can't!

Has anyone else had this issue? Has anyone been able to sort the issue out, if so how?  I'm ready to just bin EE off to be quite honest because of this.

[Michael_D · Accepted solution]

Hi @Hoppy857 

Thanks for coming to the community.

I know how important it is to be able to manage your account.

When you say that you had a simplicity SIM, do you mean a pay as you go SIM, or was it on a pay monthly contract?

Do you have the same thing happen if you try to login through the EE website?

If you aren't able to set up the direct debit online, you can speak to our billing guides to set it up, or you can use our fast payment option to pay by card without logging in in the meantime, as any direct debits that are set up wouldn't take effect until the next bill.

Michael

[Hoppy857]

Hi Michael,

I suppose it was classed as pay as you go. I will try the fast payment to see if that works.

Thank you

[Hoppy857]

Fast payment worked. Thank you very much Michael. I was beginning to pull my hair out.

[Michael_D]

My pleasure @Hoppy857.

If the account was on pay as you go previously, your EE login will still be linked to that account, which will now be closed.

If you get in touch with our billing guides, they'll be able to update the account to the pay monthly plan so you can login and manage the account moving forwards.

It'll also give you access to our chat service, if you need it, which is in the EE app.

Michael