Unable to gift data

[Brommers57]

• Hi I used to have two EE mobile phone accounts. One with my mobile and another with my wife’s and daughters mobiles.  I was able to gift data between the two numbers on my wife’s account.  Having upgraded my phone to unlimited data I decided to merge all three mobiles onto one account.  Having done this I am unable to gift data to the other two numbers even though there is still the ability to gift data data between the other two numbers.  So the account is showing as one I don’t have the full data gifting ability between all numbers

[Alex_H]

Hi @Brommers57,

Welcome to the EE Community

Just to clarify when you say the accounts have been merged, are all numbers now billed together on one monthly bill? As if you have linked them up to the same online account but they are on separate billing accounts they wont be able to gift.

However if they are on the same billing account you should be able to gift between them. If they are, have you tested both the app and website? What does it show when you go to the data gifting page? 

Have you already used 100Gb of your unlimited data this billing period? 

Alex

[Brommers57]

I have merged all 3 numbers o to the same billing account.  I have not used any of my monthly 100G as I have been unable to gift any since merging the accounts. I am able to gift data between the other two numbers on my account 

[Rach_H]

Thanks for letting us know @Brommers57. Are you able to see all three numbers when you log into your account online?

Rach

[Brommers57]

Yes I can see all 3 numbers both in the app and online

[Alex_H · Accepted solution]

@Brommers57 I would recommend reaching out to our technical team in that case as it sounds like everything is setup as it should be account wise and so it will need further investigation.

 If you can see the number in question on the data gifting page but get a specific error message when trying to gift that may help identify the problem. They can also do the data gift from our end and if that does work that may help kick it in for your online account.

Alex

[Brommers57]

Already done that.  They said it was something to do with EE ID.  Which they enabled for me and said it can take up to 24 hours to resolve… lo and behold 25 hrs later …. Still not working…… complaint just gone in … totally unacceptable