topic Re: EE app in EE Community info & News

EE app

Rob631 — Wed, 29 Apr 2026 12:43:14 GMT

I have broadband and tv. Also have mobile with EE. When in the app I can only see my mobile details. When I try to add the broadband and tv I receive a message saying accounts don’t match. All my details, name, email address etc are the same. Phoned the help desk and was told it’s because the broadband/tv is linked to a BT account and nothing they can do. I’m therefore unable to see my broadband/tv details on line. Not sure I can make sense of this.

Re: EE app

Rach_H — Wed, 29 Apr 2026 15:05:54 GMT

Hi @Rob631,

Welcome to the Community!

I'm sorry for the confusion here. If you download the BT app then you should be able to view your BT broadband account details there.

Rach

Re: EE app

Rob631 — Wed, 29 Apr 2026 15:55:16 GMT

Hi, thanks for reply, but when logging on to BT, I only see my last bill dated January, which is when i took up the new contract. All of my correspondence by email since then has been from EE. But, the help desk say the account is against a BT account. I asked why it couldn’t be merged and he said they are two separate businesses. All rather frustrating

Re: EE app

Katie_B — Wed, 29 Apr 2026 17:16:02 GMT

Hi @Rob631.

Thanks for getting back to us.

I'd recommend giving us another call and speaking with customer care.

The team should be able to unlink your account and merge with your existing EE ID.

If they get an error the team will be able to raise a ticket for this to be done.

Katie

Re: EE app

Rob631 — Thu, 30 Apr 2026 09:41:56 GMT

Thanks for this. I did speak to someone today and they managed to do this. Just need to get to the right person I guess.

Re: EE app

Katie_B — Thu, 30 Apr 2026 09:45:19 GMT

Thanks so much for letting us know @Rob631.

I'm sorry that you had to call again to get this completed.

Katie