Second linked account not showing in manage numbers. Unable to upgrade

[DoctorGreyboots]

I have 2 sim cards that show on the main homepage (the account selector drop-down).
I can see the bills etc. for the second account, but when I go into 'Plans and subscriptions'>Manage numbers only the first account shows.

I tried the link mobile, but it said it was already linked.

I am wanting to upgrade the second account but whener I follow the upgrade links as select a new package, it always shows I'm upgrading my primary account (meaning I have to delete the basket and come out.

Help!!

[Leanne_T · Accepted solution]

Hi @DoctorGreyboots 

Thanks for coming here. 

If you don't have the option to select the second number when upgrading, please call us on 150.

Our mobile guides will get this looked into for you and help you with the upgrade 🙂

Leanne.

[DoctorGreyboots]

Contacted ee on 150 and it looks like there's a few other customers with the same issue. They have passed it back to their technical support who are attempting to sort out the mis-linked accounts.

I would recommend anyone else with the same problem to report it by dialling 150 from your mobile

[scud1373]

Im having the same issue and EE currently want me to spend 45 minutes on hold - absolute farce

[scud1373]

may i suggest that you (EE) do something about the obscene wait times (45 minutes) or better still fix the issue given how long its been going on.  Used to swear by EE and its just abysmal customer service, quality control and a huge drain on my time.

[Christopher_G]

Hi @scud1373 

Welcome to the community.

I'm sorry that you had a wait to get through. Did you manage to speak to someone to look into this?

Chris

[Thomas15113]

Like others here, I can’t see the second device. I can see it on the app, but then it disappears when trying to upgrade. I willl have to brave the 45 min’s on hold. As others say, unimpressive waiting time. I tried Sunday and Saturday several times, but it seems constant. Well, will but the news on and get my paper out and go on “hold”….