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EE App verify your details

G109B
Valued Contributor
Valued Contributor

‎03-03-2025 05:20 PM

I have migrated two mobiles from BT to EE. The EE iphone app wants me to confirm two emergency contact numbers. These numbers are the temporary ones used during the migration process and are no longer valid, but cannot be changed. After a long and amusing conversation with 150, including SIX special 4 digit pin texts, they managed to correct the problem. On viewing my bill on the app (my original intention) I find even more anomalies. They think my sim-only contract includes a £17 repayment charge for my iphone, even though they are not actually taking the money, and are predicting my next bill to be unchanged despite sending me a snail-mail to say it was increasing by £4 per phone. They would be better of not writing this rubbish software.

0 Helpful
4 REPLIES 4
Rach_H
EE Community Support Team

‎04-03-2025 09:10 AM

Hi @G109B,

Welcome to the Community!

I'm sorry to hear about the trouble you've been having with your app, and that the team haven't been able to sort this when you've spoken with them. What did the team advise what the next steps would be?

Rach

G109B
Valued Contributor
Valued Contributor

‎04-03-2025 09:16 PM

@Rach_HThey did manage to rectify the problem of the incorrect mobile numbers, and this allowed me to get past the confirmation page. We laughed about the fact that the process involved them sending me four separate verification PINs. The display of my two mobile phones on my account page showing them to be on repayment contracts, when they were actually purchased from Apple and placed on sim-only contracts, was not resolved. We agreed that, since I was not actually being billed the stated amounts, it was OK to leave it until the programmers gained some more experience. (A vain hope in my experience of EE to date). I have to say that the two agents I talked to were utterly charming and apologetic.

0 Helpful
G109B
Valued Contributor
Valued Contributor

‎04-03-2025 09:22 PM

@Rach_HIncidentally, why is is that this posting process is non-intuitive ? Having clicked on 'Reply' I still have to choose your name from a hidden list, and when it comes to sending it, the 'Send' button is still labelled 'Reply' ?

0 Helpful
Rach_H
EE Community Support Team
In response to G109B

‎05-03-2025 10:13 AM

I'm glad to hear that things are on the way to being sorted for you @G109B. Do you know if they raised a fault on your behalf for the incorrect information showing? This will ensue the team knows there is a problem, and allow them to work towards resolving this.

I will take your feedback on board, about the posting process, and get this passed on, so we can see if this is something we are able to improve moving forward?

Rach