Linking my account to a new sim

[Myspareroom]

I have 2 new sims from EE, I'm trying to link the sims to my account and the linking keeps failing. I have entered 4 different pin numbers that the system sends and it still won't link to my account. Now getting fed up as I can't see any way to now top up the balance on either sim and this is vital that I can. I'm of a mind to swap to another provider where the app does work.

[Leanne_T]

Hi @Myspareroom 

Thanks for coming to the community. 

Do you have an existing My EE account you are trying to link the new SIM cards with? 

Do you get an error message when you try and link the accounts? 

Leanne 🙂

[Myspareroom]

Hi Leanne,

I think it is an older account that had another (defunct and forgotten) number, these are fresh new numbers that I want to link. Both are pay as you go, both will be initially 2nd sim numbers until I'm happy they work and the customer support works.

I'm getting an error, sim cannot be linked. Tried 1 sim with 4 different pin numbers, sent by the system, none will work. I believe its an EE problem from what I've read. Not a good start to trying the service again.

Can you help, before I give up and go elsewhere?

Paul Collin

[Leanne_T]

Hi @Myspareroom 

Thanks for coming back to me. 

If you have had a My EE account previously, this may need to be removed for you to register the new numbers. 

If you give us a call on 150 or 07953 966 150, the team can remove the exiting details for the accounts to be linked 🙂

Leanne.

[Myspareroom]

A 10 minute wait so far, customer service fail.

Is there another way?

[Leanne_T]

Hi @Myspareroom 

You can find all ways to contact us on the get in touch page here, Account and billing (ee.co.uk)

Leanne 🙂

[Myspareroom]

Tried the automated chatbot system, not good, just kept going in circles. The real life chat guy tried to help, said he'd done something but wait 7 days for it to be fixed.

Not very impressed at all. EE's got a big issue with there technology, and the help is next to useless too.

This was a trial to see if I wanted to move 6 numbers across to your network, so far it's definite "No", I'm going to stick with Vodafone for now, see XXXXXXXXXXXXX for my full complaint and phone number to rectify the issue and resolve the customer service problem. 

Thank you

Paul Collin

[Mod Edit: Removed email address]

[Christopher_G]

I'm sorry to hear that, @Myspareroom 

The process to unlink an old account so that you can register a new one is usually done within 24 hours, unless there is something else that was causing the problem.

Chris

[RodNeep]

I am in the same boat. I need to do a top up on a new SIM and phone but there is no way to do it.

Options are to dial 150 Which it won't do because it is a new phone and SIM with no credit.

Or... to top up via the app which I can't do because I can't link the new number to my existing account.

[Katie_B]

Good morning @RodNeep. 

Are you able to try using our Fast Top up route?

This can be found HERE. 

Katie