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.

[Myspareroom]

Clearly its not a normal issue, been more than 24 hours. EE has a technical issue here.

Also credit not showing or useable on either phone, EE has swallowed up £20 credit.

This is the 2nd major 'strike' for EE, 1 more and the sims are removed and I go elsewhere. 

GET THE ISSUES SORTED OUT PLEASE.

[RodNeep]

Yes I tried using the fast top up route.

Still unable to link my two accounts.

But I did manage to top up the new phone/sim by using a DIFFERENT PHONE! Through 150
It just won't do it uasing the new phone itself!
I'll have to wait see next time I need to top up again.

[Myspareroom]

I'm of the opinion that there's a huge task for the EE engineers to undertake, very little works as a new customer. 

I'm not putting any more money to this until I can see EE's systems work.

If I wanted to be an EE process engineer I would do more, in the meantime the 'ball' is very much in there court.

Please, fix it EE.

[Katie_B]

Thanks for confirming @RodNeep. 

I am sorry to hear this is still not working. 

Please try deleting the app then redownloading. 

If this issue persists please give our technical care team a call on 150.

Katie

[Katie_B]

Hello @Myspareroom. 

Welcome back to the community.

Are both the SIMs you are looking to link active?

If yes, when you text BALANCE to 150 what reports back?

Speak soon, 

Katie

[RodNeep]

"If yes, when you text BALANCE to 150 what reports back?"

I did text BALANCE to 150

The reply was simply stupid... "Last topup was £10 on 13/9/2023 19:51
Your current balance as of today 13:14  is £0.00

How would you like to explain this to me?

[Myspareroom]

Neither of mine show a balance either, no top up date from the initial payment, nothing!

When will EE fix it?

[Myspareroom]

Yes, they appear live, there is an indication that the sim2 is working, but can't make a call or use any data, as according to you there's no credit.

My thoughts are you took my money and gave me nothing. 

Thats £20 gone, not an apology call, nothing, just technical errors and problems from EE.

Your service is broken, your customer service is non existent. Everyone hides behind a keyboard and doesn't fix the issue. 

[Katie_B]

Thanks for trying @Myspareroom @RodNeep. 

Our customer care team are in the best position to look into this further for you both. 

There is no account access here on the community so we are unable to chase your top up. 

Please give the team a call by either calling 150 or 07953 966 150 from any other provider. 

Katie

[Myspareroom]

@Katie_B, tried the 'customer care team ', 2 people you won't allow me to name, they made comments of how unusual this is, clearly not just look at the Forum. Said the numbers are linked by them there, 30 hours on, they aren't, so that statement is 'rubbish'.

The pay as go balance on both numbers isn't showing, I'm assuming the money has disappeared. Thank you EE for 'stealing' my money.

EE's technical issues continue, and I'm changing to a better organised provider, the ombudsman CISAS will be informed along with OFCOM, I'm fed up with excuses and fob offs.