Linking Product Accounts to EE App/Website

[claverdon21]

It seems I have the same problem as many other user of the EE service who have been switched over from BT.
I am now 2 months into my new mobile/broadband contract and I still am unable to access my broadband account online either by using the App or the website. I can access my mobile account to view billing for that service but not the BB account. The system will not allow me (and everyone else I assume) from linking another product to the on-line account. I have had 2 direct debits for the broadband/telephone service but cannot get any information on how those bills have been charged or what BB usage I have made. This is not acceptable and is a probably  failure to comply with the Ofcom code on billing information.
As other contributors to the Community log have reported the EE’s online account setup does not seem to be able to cope with the request to provide both the mobile account EE service agents really do not have any useful advice to give on this problem. Surely this should have been sorted out in advance of the flood of customers who will be migrated from BT to EE. It is not rocket-science for a communications technology company! If the ‘computer says no’ surely there must be a way of manually by-passing the technical blockage.

Has anyone found a way through or around this problem?

My 3 lengthy calls to helpline advisors have been fruitless. They seem as frustrated with the situation as customers are. I was initially told it would be fixed by 10th April but my latest telephone conversation reveals that advisors have no idea when the issue will be fixed and that the IT section is working on the problem. In one of the calls I was told to get round the problem by logging on as a new customer and setting up a separate account for BB by using the BB account number, but of course this does not work because as soon as you put in your user name it recognises you as an existing customer and stops you setting up another account, and you are then back where you started with just access to your mobile account.

I have had 20 years of relative glitch-free service with BT. This situation with EE does not bode well for my long-term relationship with them.
Whilst and until this problem is fixed EE should be issuing paper bills to comply with their Ofcom commitments.

[Neil-O]

Hi @claverdon21 I'm really sorry about the problems you've experienced linking the EE accounts as I appreciate the inconvenience this must be causing.

There is currently a backlog of these cases that a specialist team is working through and you will be emailed when the merge has been manually put through.

When registering for the new EEID for the broadband did you use a different email address? It won't work if you try using the same email.

Thanks

Neil

[JayD78]

Hi Neil

Considering there seems to be quite a significant number of old BT customers and new ee broadband users like myself struggling with this issue, how likely is it that this will be resolved for anytime soon?

[claverdon21]

This evening I get an mail which says
EE
YOUR BROADBAND BILL IS READY
Account number: ******6497

Hi, Your latest bill is ready to view. To see it, please go to ee.co.uk/go/viewbroadbandbill or tap View your bill to View your bill. You don't need to do anything. We'll take your Direct Debit as normal on the date shown on your bill.Thanks,
The EE Team

But, of course I  CANNOT  view my bill on line because it is still not linked to my EE online account .

It seems EE are very good at billing but hopeless at getting their web service into shape.

When is this going to be dealt with!

[bm2609]

Hi,

I only have one email address why would EE decide I need another? At no time was I told this during the sales call. Like many others I am a long standing EE mobile customer and a have recently swithed from BT to EE Broadband,  I can not access my Broadband account and therefore view my bill on the EE App. 

Now you have thrown out that the same e-mail account won't work what is the solution in my case

[JayD78]

Hi there

Rather frustratingly,  I have had to set up a new email address SOLELY for my broadband account. I then download the ee app on to my tablet and login using the new email where I can now see all my broadband and eeTV related bills etc. It is by no means an ideal solution as I have the app on my phone for my mobile account management, but until such a time as they fix this issue, it is the best that I can do. I am dreading when the problem is fixed and I have to consolidate both emails under one account, but I'll cross that bridge when I get to it.

[Neil-O]

Hi @bm2609 I was specifically answering a question asked by the OP as you can't set up a second EE ID with the same email address. 

As you already have an EE ID you will need to link your broadband account to it. Linking Your EE Products | Profile Help | EE

@JayD78 it's now possible to merge both your both your accounts if you get in touch with a guide using the contact us link on the help page I've posted.

Thanks

Neil

[bm2609]

Hi
Over the last 10 days I have spoken to 3 or 4 guides who have effectively
said we cant help there is a backlog and the specific case for me is
flagged as work in progress - no target date for resolution

[JayD78]

Hi Neil

Like @bm2609, I have been told there is a massive backlog. I spent numerous hours on the phone previously and just ended up creating a new email address to see my broadband account.  Can you categorically state that the issue has now been fixed and an acceptable time frame for merging accounts is available?

Thanks 

[bm2609]

I’m so confident it doesn’t work I’ll send £50 to a charity of Neil’s
choice if my ee broadband is linked to my mobile account in the app by 5pm
Monday