New user: unable to link mobile number to account

[chan_2022]

Hi all,

I have been with EE mobile for less than two months and have been unable to link my mobile number with my account. I have spent hours on the phone with technical support and customer services wasting a lot of time but no luck yet. Anyone else having this issue? 

[Leanne_T · Accepted solution]

Hi there @chan_2022 

Thanks for coming back to the community. 

You have done the right thing contacting us, our technical support guides are the best people to help you get this looked into and if needed they can raise a support ticket to get this investigated by the relevant team. I would advise getting back in touch to let them know this is still happening, and see what the next steps will be to help you get the mobile linked to the account. 

Leanne.

[chan_2022]

Thanks for replying. I am not sure if calling again is gong to help. I keep getting passed on from place to another without getting anywhere. Every customer service agent gives a different answer and keep repeating the same troubleshooting steps. I don't have any access to my statements and they want me to call each month to ask for statements. That's absolutely ridiculous even to think about.

[Leanne_T]

I understand how frustrating this must be for you @chan_2022 

If you could try calling again and if this is not resolved for you, the guide can open a complaint on the call and our complaints team will take a look into this for you. 

Leanne.

[chan_2022]

Hi,
Complaint was also raised more than two weeks ago and I have not heard anything.

[Peter_W]

@chan_2022 We'd normally expect a follow up on a complaint, so it seems odd you've not heard anything. 

I'd definitely recommend following the advice @Leanne_T shared here and get back in touch with our team, who can check on the status of this.

You can also find a full overview of our complaints and escalation process here:

EE Complaints Code of Practice

Peter