Unable to link account to the app - has anyone ever got past this?

[Tubapete]

Has anyone ever had a resolution for the issues linking an eSim to their EE account?

I switched from O2 when they announced higher than advertised price increases and was happy with the deal. I was told I would be able to link my Apple Watch as soon as I had everything set up on the app.

I have never been able to link either of the phones  I have to the app. I've called Customer Services several times, I've visited the store, and I've had cases escalated to level 2 support trying to get a resolution to this. All I get now is "Oh there's an app problem, they're working on it". Now having read through the many posts on this topic where this seems to be a long standing issue with nobody seemingly having a clue how to resolve the problem, I'm regretting making the move to EE.

I cannot load an eSim onto my Apple Watch as I can't access my account details vie the App or the Website. I cannot manage my account at all. This really is not a good start.

[Leanne_T · Accepted solution]

Hi there @Tubapete 

I'm very sorry you're unable to log into the EE app and set up the Apple Watch. 

If this is being investigated by our level 2 technical support team, they will be checking everything for you to see what is needed to help get this set up and the Apple Watch paired to the iPhone. 

If this is not resolved soon for you and you've had no update, you can open a complaint using the online complaint form. Once the account has been looked into, one of the complaints guides will get in touch. 

Thanks.

Leanne. 

[Tubapete]

Sorry, you misunderstand the issue. I can't access or manage any of my products. I have 2 phones I brought to EE and can't manage either of those.

I did have my watch connected to O2, and used it when out running our cycling, now I can't do that and have to take my phone as well.

The level 2 technical teams response was "well everything looks to be set up on your account, there's an issue with the app" and the case was closed, but I cannot see any of my products on the app or on he web interface. If I try to link the eSim number I'm told my personal details don't match. If I try to link the same number as a physical sim, I'm told it is already linked. I toolk the response on trust that there was an app problem, but on finding these pages it does seem that is a very long standing issue. I will be raising this as a complaint.

[Leanne_T]

Hi there @Tubapete 

Thanks for coming back to me. 

I understand how frustrating this will be for you and I'm sorry this has not been resolved by our technical support guides. If you raise a complaint, the complaint guide can check the account and see what steps are needed to help you access and manage your EE account for the 2 phones. 

Please let me know how you get on. 

Leanne.

[fordy10]

Exactly the same issues here too. I have had several people look into this and now I'm being told it's a known issue with the app. I was also told they do not have a timescale for when this will be fixed. I don't know if I am being 'fobbed' off?

I recently switched to EE and chose the plan partly because I wanted the data on my Apple Watch. Now they can't tell me when this will work and I am paying for a service that I am not getting.