Mobile Account wont link

[Beanpoleuk]

I recently moved my BT family sim ftom BT to EE but the app won't let me link my mobile it just says ' great we've found your products,  but when trying to link it says already linked to another account.

I am now doubting the move as this seems yo be a common and unsolvable problem,  a ticket gets raised and told to wait 72 hours and it will be fixed but doesn't get fixed.

So now I can't see my family mobiles and monitor data usage.. 

Feels like this was a bad move.. 

[Chris_S · Accepted solution]

Hi @Beanpoleuk I'm sorry to hear you're having trouble linking your new sims to your My EE app.

I'd recommend giving our customer service guides a call on 150 from your EE phone, then just select options 1, 2 then 1 again, then they can link up your sims with your My EE account.

Chris S

[Beanpoleuk]

Tried, the customer service person says there isn't anything else they can do from thier end and just raises another ticket for tec support which also doesn't seem to  get resolved. 

[Chris_S]

Oh I see @Beanpoleuk , It sounds like you've already tried hard to get this sorted.

If one of our guides have raised the issue as a fault, it will have been sent to our next level technical team, they may take a few days to get a resolution for you.

When was the last time that you give us a call, and were told that a ticket was raised?

Chris S

[Beanpoleuk]

Ticket was raised yesterday so I will give it a few more days without account access then start the cycle over again.. 

[Beanpoleuk]

Well something has changed a few minutes ago and views can now see all my mobiles in the account , didn't even need to link, they were already there.

So all sorted now 🙂

[jan-k]

I have been having the same problem and have given the customer service guides several calls since 23rd October, 3 different Customer Service Guides have attempted to address the problem without any positive result. (I have their names) but it isnt their fault, they have done their best. I have done everything they told me to, without success. I have had the mobile number 16 years, (it was my husband's before his death in 2008) this is my 3rd phone, bought December 1923. I keep getting the "linked to another account" message.  Sorry, Chris-S but your advice has not helped me.  I have booked an appointment to go to shop on Friday, 45 minutes bus ride away, and I have a bad cough and cold, but don't want to be sitting for hours on the phone with the 150 service any more.  I have received so many pins in the process, I could set up business as an acupuncturist!  This is not my idea of good customer service.  I am with BT for Broadband and landline and changed my email address because I was receiving numerous distasteful emails on a daily basis and having to forward to report@phishing.gov.uk, block and delete. BT customer service helped me freeze my old redundant email address.  Then a couple of weeks ago, got an email purporting to be from yourselves saying my Direct Debit was no longer active. I forwarded this to phishing@ee.co.uk . I decided to change my password and uninstall/reinstall the app as a precaution. I have told the CSG' s this information, every time I have attempted to make contact.  I am sick to the back teeth, and if the shop people can't help I will move everything to another supplier.   I don't want to do that but I think the present customer care set up has become shoddy and ineffective.  Its a shame. I cannot fathom why your people cannot simply adjust your IT from your end. 

[Linzi_H]

Hi @jan-k 

It sounds like this has been really ongoing for you, and I'm sorry you're not any further forward with linking your online details. 

When speaking with us over the phone, what has our team advised? If the team wasn't able to resolve things when you were speaking with them, they should be raising a ticket to further investigate this.

Have they suggested you visit your local store? The store will likely refer you to our technical support team, as they won't have the ability to fix this. The advice within this thread to contact us is absolutely the correct thing to be doing. 

Linzi 

[jan-k]

The chap today made me uninstall and reinstall the apps again (on ipad and the mobile) restart the phone. and then go onto the website separately and update my profile completely. Email address, password, phone number, the lot, he was really thorough and I was really hopeful. But same result, TBH the second time I was on the phone so long all I can remember is keep getting pins, some by SMS and some by email,.and lots of holding on. Nothing was said about a ticket. The second phone call, the lady said to leave it 24 hours before trying again. I did that. I cannot bear the thought of going 150 again. No-one suggested visiting the store but it is given as a way of getting help on your website. I have got a cough and sore throat at the moment, not feeling great and I am a pensioner. My land line is BT and broadband is BT with the additional EE support discs. So I am a good customer. I have never had cause to complain In the past, so I find it difficult to understand why this link thing is such a problem.

[Peter_W]

Thanks for the update @jan-k.

I can imagine it must be exasperating if you feel like you're not making any progress with this, so I appreciate why the prospect of calling 150 again won't be an attractive one. 

If you did get back in touch then hopefully we would be able to pick back up from where you last left off. 

An alternative here could also be getting this flagged directly with our dedicated complaints team. 

Here a case will be logged on your account and someone will take ownership of everything that's been happening, so we can be sure that all options have been looked at and escalated if necessary.

Peter