Unable to link eSIM

[CRalli]

I got an eSIM several months ago and have never been able to link it to my account in the app. I have called multiple times and even been into a shop, but all of them have been unable to link it. I need to link it to the account to view the invoices for my accounting software and currently have to call customer services every month to get the invoices, which is a bit ridiculous. Any help would be appreciated.

[Leanne_T]

Hi there @CRalli 

Thanks for coming to the community. 

You've done the right thing calling us, as our technical support guides can get this fully investigated to see why the number is not linking to the EE account. When you last called did they open a support ticket or advise you to try any steps? 

Thanks. 

Leanne.

[Cm221]

Over 3 weeks later and I’m still unable to link my account. Just keep getting told that their IT team are working to fix it and it’s an issue for some new customers. 

[Ali_A]

Hi @Cm221 

Once the IT team fix the issue you're facing with linking your number to the online account, a guide will get in touch to update you. 

Thanks for your patience with this. 

Ali 

[Ibz04]

 

It’s been 2 months since I moved to EE with a new phone plan and I’ve not been able to link my eSIM to my EE account. I was told 2 months ago that the issue would be resolved in a few days…. Clearly EE aren’t taking this issue seriously as thousands of customers are experiencing this problem. Extremely disappointed by EE’s lack of urgency to resolve such issues which are affecting customers. I’m having to call up EE monthly just to see my bill. I get the same error message “We’re having trouble linking your products” all the time. I’ve seen countless other people complain regarding this issue on the EE community forum yet it seems the customer support team give the same reply to everyone by saying they’re working on it. As a paying customer, this should be dealt with immediately as it’s very disappointing to pay for a product/service only for it to not work as intended.

[Ibz04]

Honestly, my biggest regret is moving to EE. Ever since I’ve moved over, I’ve experienced nothing but disappointment and problems. I’ve been experiencing that same error message for months and they told me it’d take a couple of days for it to be fixed. Clearly the customer support team aren’t even aware of any maintenance or repairs as it seems they all read from the same script by saying they’re working on it. 

[JustinCliffe]

I've exactly the same problem - been with EE a month now and still unable to access either the app or 'MyEE', and yet I get daily text messages telling me to download and use the app because of all the 'benefits' that it provides.

Each time I call, I'm told it's a known problem and will be dealt with in an unknown time frame.

Not impressed.

[Chris_S]

Hi @Ibz04 

I'm very sorry to hear that you're having trouble linking your My EE to your account.

I know myself how important it is to have access to view your bills.

If you give us a call, one of our guides should be able to link your account to your My EE account for you.

I'd recommend visiting Our Linking your products to your EEID page for some handy information.

Chris S

[JustinCliffe]

Thanks Chris.

I’ve tried linking my mobile number to my EE ID, both on the EE app and via My EE, but I keep getting the message ’That number is already linked’.

I’ve called Technical Support a number of times - however they’ve not been able to resolve this - yesterday closing my ‘complaint’ (ID28690978).

My wife has just moved over to EE - and has, today, been able to link her number to her account. I’m still unable to do so.

What’s going on?!






[Alex_H · Accepted solution]

@JustinCliffe I am sorry to hear you have been unable to link up your products after speaking to us. It is only certain accounts that do have an issue not all, with your wife being able to link hers ok, which is why those affected do need flagged with our IT team. 

I apologise if your complaint has been closed without you asking it to be, I appreciate the issue has caused some frustration. If you feel you are not getting the help you need calling, you can submit a complaint to our executive team via our online form and they will manage your complaint to help resolve it. 

Alex