Cannot Link Broadband to my Mobile account

[GTU]

Almost a month ago, I decided to move from BT broadband to EE (alongside existing my EE mobile account) but have tried multiple times to link the new BB account to mobile on the MyEE App and online but keep getting the same message - to ring EE to do it! Have tried them several times, had account details confirmed by EE customer services and been told by them that their tech guys will do it, but still cannot access BB account - and my first payment has just been taken today for a bill that I cannot even see! I see there have been a number of EE Community entries outlining the same issue with no apparent solution. Does anyone know how to get this (what should be a simple task to such a big tech outfit) done?  

[Russ5]

I am having exactly the same issue. Paying a lot of money for a second rate service. I wish I had never moved my broadband to EE. 

I get told they are working on it but looking at the forum they have been working on it for years. I would suggest they sack their software provider and find someone new. 

[Derang]

I’m the same, can access my mobile account but not TV, Broadband or home phone.

Did you ever get it sorted or make any progress?

[GTU]

Hi Russ5 and Derang. I have in the past two weeks gotten a little further but with no solution yet:- after undertaking an online chat to ask again for help, a useful EE contact said they understood what was going on and asked  if I would like to raise a complaint about the issue and I said yes and received an email and text with the complaint number. A week later (Sunday just gone) I rang 150 and the guy I spoke to said instantly that not linking accounts was a major known problem that (he said) was in the hands of a technical support team and was expected to be resolved for everyone affected by sometime mid-March! He agreed to have my two bills so far and future bills sent to me by post (I've only got 1 so far!), but that he expected by my next one (late March) the problem would be sorted and that I'd be online ok (😂).

I continue to live in hope that this will be the case although last night I received an email from EE saying "We are very sorry to see you go. Your feedback can help us to improve our products and services for others. The survey should take no longer than 10 minutes to complete". I've got no idea why I've got this because I haven't done anything about leaving, but I hope that it's some sort of automated response associated with them fiddling about with my account to get it linked.

I am retired from managing part of a major IT application live support organisation that dealt with and resolved issues like this all the time. My customers would be swinging a very large axe if my crews allowed problems like this to go on as long as they have!!

So, a little progress which I hope will lead to resolution, although like you Russ5, I wish I'd gone elsewhere (something I will no doubt ponder when my contract is up).

[Derang]

Thanks for the update, hope you get it sorted soon.

I’ll update here if there’s any progress with mine.

[GTU]

This morning, I received a text from EE with the following :- 

"We have been given an estimated date for the completion of the issue regarding merger of accounts as the 10/04/24. I'm sorry for the inconvenience. We will be back in contact after this date. Thankyou for your patience. Thanks".

Hopefully this will be sorted then.🤞

[DavidFraser]

I moved my broadband from BT to EE last week.  Equipment arrived promptly, but it took several days before the line was properly transferred.  And I still cannot get my mobile and broadband accounts merged - despite assurances others have received months ago, this is still a problem in mid-May!

[Russ5]

I have been able to cancel my EE broadband with no penalty and go back to BT. Let’s hope it’s not too painful. 

[Russ5]

This has been going on since Christmas last year with no end in sight. I have since cancelled my EE broadband plan and gone back to BT. 

[GTU]

Am really fed up with the lack of EEs ability to resolve anything! Just to bring you all up to speed, I did get a call on 10/04/24 and was told that there was no progress on my problem. The guy from EE tried again to link my accounts and failed. He also told me that he had no target date for resolution of linking account issues and asked if he could come back to me later with news. I (perhaps foolishly) said I'd give them a month to get it sorted and he thanked me, arranged a credit to my account for the paper bills they had already charged me for and said he'd ring me on 14/05/24 - that was yesterday and no-one rang! I did however receive a letter from EE a few weeks ago telling me that I could contact the Ombudsman Service: Communications if I was not happy with their efforts! I haven't done anything yet, cos to be honest I cant be bothered.

Thanks for your update Russ5, hope your transition back to BT goes OK. Do you mind if I ask, did you ring them and ask to be terminated and did they suggest BT or was it your choice? I am reluctant to go back to BT myself after moving from them already to EE because they were getting too expensive - I'd much prefer to go elsewhere (Sky deals look very good).

I really cannot understand how it can be so difficult for EE to resolve these cases and it serves to demonstrate how poor a technical outfit they are. They do however seem happy to take our money and give it to Kevin Bacon !