Cant access product's and equipment missing

[Skillerz81]

 switched to EE 2 weeks ago and can't activate discovery plus  or free 6 months apple tv got wrong equipment and missing items preventing us using majority of our features etc.  We was in  a contract with virgin  we would never switched but  they said my husbands virgin Account would be closed and put ee is in my husbands name too  and some conditions promised as part of our signing up agreement to switch was ee told us that they would pay virgin early exit fee  for me to have  full access and control of account  as hubby's work prevents his ability to do it himself but they have refused every time I've called and won't allow it either until the account setup/ activation is complete and a password set up leaving us paying for product's etc we cannot use or register/ activate... and I've searched the Ee community tirelessly but seems most questions answered by EE 'support team ' just says call this or that department and they will help... so no help for me... so really don't see why they are on here as majority of their replies don't help whatsoever I'm sure most people don't need to be told to call them as most would have in 1st place if they knew the support team don't seem to solve any problems... but like me presumed (I was lead to believe) that they would be able to get some advice and/ or some  suggestions to solve problems and it would be quicker qnd then if still problems then tell people to call .. we arr advised to visit here 1st  to get help as it would be quicker than calling etc...  and now due ro this inconvenience and failing to meet our needs they have now caused my husband to be impacted negatively on his credit score damaging it causing problems getting credit that he qualified 2 months ago because we was promised that ee would pay virgin media the early termination fee  . We would never have switched otherwise because it was 308 via husband mobile contract the system was showing up that they would pay the cost up to 300... I triple checked that the whole 300 would be paid to virgin and I pay the 8... and they kept saying yes don't worry ee will do it all. All we had to do was connect the equipment the connection day. Now I have had numerous calls from virgin demanding the early can costs and I said that ee paid it and I was told that all ee requested cancelled 3as the land line they didn't get our account closed so we have been charged for the bills being late as we didn't pay them and that we still getting charged unless we pay the costs and can't afford both accounts so now it's going against our credit rating and now the credit we thought best to wait til we need to start buying Xmas presents etc then get it and  we should have got is now declined.. all because virgin are billing us and as I'm denied access on phone we can't sort this out and stopbit getting worse... its now caused our plans for making this year affordable and treat the kids cos we was in a position to and thats now impossible... and to top off the app won't work at all so can only go online and that seems inadequate...  so can someone please help me with some advice or a solution to my numerous issues or if ee reply please give me some actual help please I dont need to be told to call ee as its useless thank you 

[Christopher_G · Accepted solution]

Hi @Skillerz81 

Welcome to the community.

If the account is in your husband's name, he can call and nominate you as a third party, who can call on his behalf for future calls.

We don't have access to your account here in the community. Because of the nature of your query, I can only recommend that your husband does that. They can then look into what has happened and do their best to help.

Alternatively, your husband can make a complaint on our website and the team that handle those can contact him directly.

Chris