Linking a product

[muneeb327]

Hello,

i am unable to link my sim only plan to my EE app. It says “we are unable to link right now. Please try again or come back later”

i have contacted the customer support a couple of time but still unable to see my plan.

[Debbie_G · Accepted solution]

Hi @muneeb327.

Welcome to the community.

I know it’s frustrating when things aren’t linked as they should be. Our team over the phone can access your account and make sure all of your services are connected under the same account and email login.

When you spoke with one of our Guides, did they explain what steps are being taken to resolve this? If not, please get back in touch so this can be reviewed and, if needed, escalated for further investigation.

Debbie

[muneeb327]

You have very standard replies “I know its frustrating “

However, it is been 2 months I am trying to connect my sim only plan with my EE app. I have spoken to EE support over the phone many times, every time they say its fixed, give it 24 hour. I have uninstalled and installed app again, signed out and in however nothing changes. I do not know when is my contract ending. Very appaling service from EE.  

[Katie_B]

Hi @muneeb327. 

Thanks for updating us that this is still not resolved. 

Could you please confirm if our technical care team have raised a ticket?

If the linking by our customer care team is not working this would need to be escalated. 

Please give us another call and speak with technical support who can provide more information on this. 

Katie

[muneeb327]

Hi

The ticket has been raised a few times. Not it says device is already linked. My direct debit is active and money is being deducted from my account but I cant see anything on the app. I am just waiting for this contract to finish. Will not renew. The response is apalling. Feels like I am paying for nothing no good service no internet nothing showing on app. Very disappointed with the service

[Katie_B]

Hi @muneeb327. 

Thanks for getting back to me. 

I understand how frustrating this must be. 

You can raise a complaint by completing this online form and a member of our complaints team will be in touch to discuss this further. 

Katie