cyber security

[Jess267]

 Hi Alex this the message I'm getting when trying to login on my new handset.

Many thanks 

[Alex_H]

Hi @Jess267,

Welcome to the EE Community

What exactly are you logging into on the screenshot above, is it the My Norton portal after following the activate link from the EE app? 

Have you already been able to setup on other devices and its just the new phone having issues? Is the phone software up to date and if it is android is the Google play store up to date also? 

Alex

[Jess267]

On the EE cyber security app I had it on my old phone, it wouldn't work on my new phone I thought it was because I was still logged into my old phone so I logged out and tried again but didn't work so I then tried on my old phone and I got the same message 

[Phil_8049]

Hi @Jess267 

Sorry you are having issues with EECS, it sounds similar to my previous predicament.

If you are not getting anywhere, out a complaint in and keep EE on their toes.

Please read my previous posts on here.

Make a noise and you shall be heard.

Rgds

@Phil_8049

[Jess267]

Thank you xx

[Alex_H · Accepted solution]

@Jess267 Thanks for clarifying, it is just the same details you use to login to your online account you are using to login with as well? 

I would uninstall the app from your new phone, and try setting up on a different connection i.e. use your mobile data if you were on WiFi or vice versa. If the issue persists I would recommend getting in contact with our technical team so they can help with getting it sorted.

Alex

[Jess267]

Ok thanks I'll contact them as still not working