PAYG Profile

[Alawon]

I have a PAYG SIM with an auto renewing subscription. The EE shop would not/could not provide me with a PAYG SIM and suggested that I apply online and wait for one to come through the post. This is a problem with one letterbox for a block of 25 flats so I purchased one for £1 from a nearby store. I downloaded the EE app, set up a subscription pack and ported over my number. I have some SMS problems but they are not the subject of this post. My profile in the app has no name or date of birth and I cannot edit to enter them. The mobile number shown is the one that the SIM had before I ported in my number. I can edit this but only after I have entered a passcode that will be sent to the current, nonexistent number. I have created a verified id assuming that this would fix the problem but it did not. My concern is that with no name, date of birth or address associated with my number I may have trouble proving that I am entitled to that number should I need to request a replacement SIM. Any advice would be appreciated. I am expecting to be advised that I call in the EE shop but they are adamant that they only deal with monthly contracts.

[XRaySpeX]

1. 1st remove the old no. under Plans & Subs > Manage Nos. > Remove & Confirm. Then you may Add the new no.
2. On the Profile you should be able to Edit your name & DoB. PAYG a/c's do not hold your addy. You might have been better ordering it from the EE online shop as they will then have a record of you as well as you having the postcard it is sent on.

[Peter_W]

Hi @Alawon, welcome to the Community!

Like @XRaySpeX mentioned, when you get a pay as you go SIM from a third party this won't have your details automatically paired in our system, but you can still add them in the app in the way he suggested. 

Which branch was it you visited here? 

Whilst there's a chance they were sold out of pay as you go SIMs at the time you visited, they should definitely be able to assist with simple queries like top-ups etc.

Peter

[Alawon · Accepted solution]

Update. Setting up a verified id did populate the name and DOB fields, I just hadn’t given it enough time. Still have to sort out the mobile number in my profile not matching the correct one in my subscription plan. I have to contact EE Customer Service about not receiving automated SMS messages from online services so I will raise it with them. 

[XRaySpeX]

Didn't Remove then Add work?

[Alawon]

Thanks.  See my update. EE shop Meadowhall ground floor 39 High Street. The assistant did spend some time trying to find us a suitable monthly plan but it was more expensive, involved changing to a more expensive broadband and involved 24 month contracts. 

[Alawon]

Thanks. See my update. 

[XRaySpeX]

I see nowt about you trying my suggestion; just that you've still got to sort it out & will raise it with CS.

[Peter_W]

Thanks for confirming that @Alawon.

I'm going to feed this back with our retail team, as I definitely want to make sure our branches are offering the best support that they can.

Thanks again for highlighting this, and please keep us posted on how you get on when giving customer service a call too.

Peter

[Alawon]

Hi, thank you for your interest.
I didn’t initially find the options that you mentioned. They are only available in My EE online and not in the EE app. In My Numbers there is only one number and it is the correct one. There is a remove button so it might be possible to remove then re-add the same number to see if this corrects my profile but removing a valid entry doesn’t feel right. Also re-adding my number might involve receiving a passcode to prove that I own the number. At the moment I do not receive automated SMS messages from online systems, only manual ones from handsets, that’s my other problem.