My EE App Link to Sim

[Mark7714]

Having just joined EE business for their superb coverage i'm disappointed to see and hear that they are having technical issues which have been outstanding for weeks now on their EE App. I'm trying without success to link my EE app with my mobile phone number. I'm constantly unable to do this and receive a message telling me that there are no products linked to my phone number. I therefore cannot as a business customer access the account for billing purposes and printing invoices. Not a good start i have to say for a business customer ... thank goodness i have 14 days cooling off period to which if it's not resolved in 13 days i'll transfer to another provider that i can rely on. Come on EE - sort this out please.

[Katie_B]

Hello @Mark7714. 

Welcome to the EE Community. 

I am very sorry to hear that you are also experiencing this.

Have you been able to speak with our customer care team to see if they have success with linking your products?

Katie

[Mark7714]

Hi Katie_B Yes I've spoken with customer services who have explained there's a problem albeit couldn't give me a definitive date when they expect to have the issue resolved (they were very sceptical and skirted around the issue as it wasn't a big deal). In the meantime however they are going to send me via email a copy of my invoices. Whilst there's a charge for this service it will be nulled of any cost for 3 months only for me (what happens after 3 months ?). I can only hope that this gets resolved by then. I can see through other threads and posts that this has been an ongoing issue for some time now. The decision i'll make is whether over the next two weeks i stay with EE whilst i have the option under the 14 days cooling off period. It's not a great start at all for a business customer. I expected more from switching but maybe the grass isn't always greener where EE ae concerned.

[Katie_B]

Thanks so much for getting back to @Mark7714. 

It's great to hear the team have removed costs to get your bills sent to you, however, I do understand this does not resolve the issue you are experiencing with the app and the importance for you to be able to access your EE account online. 

Was a ticket raised or is this already being investigated?

Katie

[Mark7714]

Thanks Katie_B I was advised that they would be looking into this. I am aware however that this is pretty much a massive issue for EE and it's affecting a lot of users. I am bewildered as to why i wasn't told this when i transferred from Vodafone to you.  I cant even look at my account or bring anything up at all given your system needs a telephone number and it wont allow a link to sim given the issue. This means it wont recognise my number so there's no account to be seen / viewed.

I can only see one way out of this and that's to cancel my contract whilst i'm within the 14 days cooling off period and go to a provider that at least provides their customers with an account and an app that actually works. I'm really disappointed in EE, as a business customer i'm just flabbergasted at EE's incompetence.

[Ali_A]

@Mark7714 

Sorry to hear the experience hasn't gone as smoothly as expected. 

It's not ideal and I can understand the frustration of being unable to check your details online, but rest assured the team will get back in touch as soon as there is an update with your ticket. 

Ali