Not Looking for a Fix, Just Curious—What’s Up with EE’s Account Issues?

[eeNoobEE]

TL;DR: Signed up for an EE eSim, hit account linking snags, got great support but no fix. Found this is a years-long issue—why doesn’t EE just admit it and schedule a proper resolution?

The Setup Process

Buckle in—I’ve got a tale to tell! A few days ago, I joined EE Business for an unlimited data eSim. I’ve used their network via third parties before, and the coverage is top-notch. Signed up through online chat—smooth, friendly, great start. The rep said I’d get a welcome email within 24 hours with account details. Spoiler: it never came. Instead, I got a letter with my eSim. Odd for an “e” Sim, but I was happy to get going.

Hitting the Wall

I downloaded the MyEE app, created an account, verified my number via PIN—no issues there. But linking my number to the account? Dead end. I’m a developer, so I figured it’s a frontend/backend glitch—nothing the back office couldn’t fix. Onto the chat I went! The rep was lovely, suggested creating new accounts with fresh emails. Weird workaround, but I manage my own email server, so I rolled with it. Three attempts later—new account, verify, link, fail—I was frustrated but stayed patient. The rep blamed “system-wide issues,” offered a small credit (nice gesture after an hour of this), and raised a complaint.

The Complaint Rollercoaster

Mid-meeting, I got a text: complaint raised. Sweet! A minute later, another text: complaint closed. I assumed victory—until I checked, and nope, same issue. Back to chat. Another kind rep welcomed me to the “EE family,” said the closure was a mistake, and sent my invoice (from a BT domain—huh?). She confirmed it’s a system glitch, no ETA, but hoped it’d be quick. I appreciated her honesty, said I’d check back Monday, and we parted ways. So far, I was unlucky with tech but lucky with nice reps.

Digging Deeper: Forum Findings

After dinner, nerd mode kicked in. I hit Google, landed here, and started reading. Same issue—account linking woes—popping up for months, even years! EE Community Team replies often suggest calling 150 or chatting, sometimes hinting it’s user error. I’ve seen mergers like BT/EE tank before (I’ve been in tech 20 years), but this feels different. No transparency from EE—at least not that I’ve found—and a pattern of throwing lovely reps at an ongoing problem.

My Big Question

Here’s what I’m curious about: Why doesn’t EE just admit they can’t fully provide this service right now, schedule downtime, and hype up their awesome team to help in the meantime? It’d beat the “short-term glitch, chat us” line that’s clearly stressing everyone out. I get they’ve got the best network, so maybe they don’t feel the pressure. But still—mind-blowing!

I’m on a 30-day contract, so I can bounce if this is “minor.” But I feel for folks locked in. Not after tips—I’ve read enough to know it’s futile—just keen to hear: Am I missing something? Is this no big deal? What’s your take?

[Chris_B]

@eeNoobEE  Don’t forget your only reading from those who have had an issue.   Not everyone has.  Yes there is an issue and it’s being work on but it’s not a simple fix because if it was it’ll of been fixed by now.  

[mkcomputing]

Ha ha ha ha.

The number and frequency of compaints here, and their persistence, is clear a sign of a serious issue in the EE system.

The detailed analysis from @eeNoobEE is an excellent summary of the grief that many people have suffered and continue to suffer. @eeNoobEE also makes an important point.

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Here’s what I’m curious about: Why doesn’t EE just admit they can’t fully provide this service right now, schedule downtime, and hype up their awesome team to help in the meantime? It’d beat the “short-term glitch, chat us” line that’s clearly stressing everyone out. I get they’ve got the best network, so maybe they don’t feel the pressure. But still—mind-blowing!

That's right out of the school of effective customer management.

We have had those "being work[ed] on" responses for months now. And yet every time someone comes up here with the same issue, the response suggests that it is news to everyone at EE. 

Rather than relying on some poor soul in support to send people running around in circles that are known to get nowhere, or relying on a faithful follower to bat away complaints, EE should simply own up to the issue and put more effort into fixing something that has been going on for far too long.

At my end, I am in the process of dumping BT broadband. Too expensive. I was thinking of bringing it over the EE, where I have had a mobile account for decades, but this saga, and the response to issues, means that I am likely to go elsewhere.

[eeNoobEE]

@Chris_B ok, well I’m glad to hear it’s not everyone.

Just to clarify, if you took from my post that I’m under any illusion that such a problem would require a “simple fix”, I’m really not. But at the moment, the issue is being communicated as a short term issue, repeatedly, over the past, 4 years! From what I can see on here. I believe your post there is the first time I’ve seen someone acknowledge that there is an ongoing issue.

Downtime is never an easy thing to manage as a business,  so it’s something that should be considered last resort, but I completely disagree that this systemic fibbing to customers is acceptable.

[eeNoobEE]

Very well put @mkcomputing!

I’m glad I made you chuckle, while this is no laughing matter, my goal was to communicate my frustration without adding to the fire - which seems to be burning on a daily basis.

You’re 100% correct in my opinion, the current approach is going against best practices for effective customer management. It’s a shame, as I said, because the actually quality of the product is top-notch. Compared to the rest of the market at least.

It is certainly influencing my choice on where I take my business though. Glad you’re not locked in too.

[mkcomputing]

I suspect that the problem is now one of many parked somewhere in a heap of issues that need fixing in the BT/EE merger. It is always painful when trying to combine two different systems.

A long-time customer of both, they could vie with each other for  the title of "worst online support system".

I am well out of contract with both. So witnessing this omnishambles is certainly an invitation to look at how other operators work.