Number linked to another EE ID

[lizzzard]

Hi folks,

I just purchased a mobile device on colleague discount and ported my old number over. But when I was trying to set up my EE App and link my number, it shows that the number is already linked to another EE ID. 

I did received an email the first time I tried to link, but when I opened the app again, it still suggests me to link a product. When i did it again, it shows that the number is already linked to another EE ID. I did have the number as my contact number on the app it's jut it's not linked.

I called 150 and they advised me to wait for 2 weeks to see if it'll link eventually. So just wanted to know if this has happened to anyone and when did it finally link for you?

Thanks! 

[lizzzard]

Hi there,

The same issue happened to me as well.

Once I ported my number to EE, I tried to link my ee id with it on the app but it shows it's linked to another account. I did received a email confirming my number is linked but it didn't specify which one! 

I called 150 for technical support and were told this is a common issue for new users. They checked my account, everything's ok, and they told me to wait for 2 weeks but I need to convert the sim to esim so not sure if it's worth to call them again and maybe I'll get a solution this time? 

[lizzzard]

also would it be ok for me to convert my physical sim to esim in this situation? 

[Linzi_H · Accepted solution]

Hi @lizzzard 

You've definitely done the right thing by reaching out to our team directly for further support with this, and I'm confident everything will be sorted out. 

If your products aren't linked correctly through the EE app, I'd advise popping into your local EE store to convert to an eSIM, or calling our team directly, and they'll send a pack containing a QR code through the post.

Linzi