topic Re: Linking your broadband device to your account in MyEE in EE app and website

Linking your broadband device to your account in MyEE

Endielle — Mon, 18 Sep 2023 15:37:57 GMT

I recently got a replacement router as my old one got hacked and security patches hadnt gone through on it. I am trying on myEE app and website to "link" my broadband so I can see account info on my EE as otherwise i get zero contact from EE otherwise but my monthly dd does go out of my bank. Anyway it wont link. Keeps saying after i input all info it asks for "there is a technical error at our end" (in red font). Ive called EE multiple times about this both billings and technical. They dont know why and each time they say they will raise a request on their system for help (yet they dont seem to know who/which dept that request is going to) and they say they should get a ref no back in 30 mins but they dont get one, AND they say they will call me back when they have an answer and they NEVER call me back! The last lady in Falkirk I spoke to on friday said she would call me today (mon 18th sep) at 4pm even if she hadnt heard back from the request for help she put in, and its now 4.35pm and she hasnt called. Its shocking it really is.

Re: Linking your broadband device to your account in MyEE

XRaySpeX — Mon, 18 Sep 2023 16:17:09 GMT

Is this mobile BB or fixed Home BB?

Re: Linking your broadband device to your account in MyEE

Nathand1232 — Tue, 19 Sep 2023 09:39:06 GMT

Hi Endielle, I was just wondering if you had an update on this issue? I am unfortunately having the exact same problem, have also spoken with countless technical people and neither know of how to help. It's becoming increasingly frustrating.

Re: Linking your broadband device to your account in MyEE

Katie_B — Tue, 19 Sep 2023 09:59:53 GMT

Good morning @Nathand1232.

Welcome to the EE Community.

Could you please confirm if its a mobile broadband device or a fixed home broadband you are trying to add to your account?

Katie

Re: Linking your broadband device to your account in MyEE

Endielle — Tue, 19 Sep 2023 12:02:19 GMT

Its my new home broadband router which is white with a green ring light in the middle of it.

Re: Linking your broadband device to your account in MyEE

Endielle — Tue, 19 Sep 2023 12:05:55 GMT

No update in that i did eventually get a call back from lady in falkirk and she was latee than she had said but thats ok at least she did call but she said that the "back office" (whoever they are) had not replied to her help request she had done. So she said she would call me again thurs to let me know if they had replied or not yet. She did say website and app are playing up for many customers but they dont know thenselves which dept is responsible for fixing it for everyone!

Re: Linking your broadband device to your account in MyEE

Endielle — Tue, 19 Sep 2023 12:07:21 GMT

Fixed home broadband. White square router i plug into landline wall socket. Connect wirelessly to my phone/laptop.

Re: Linking your broadband device to your account in MyEE

Nathand1232 — Tue, 19 Sep 2023 12:42:27 GMT

Fixed home broadband

Re: Linking your broadband device to your account in MyEE

BillEE1 — Fri, 03 Nov 2023 17:46:40 GMT

Did you get anywhere with this? I have EXACTLY the same issue, with my first EE broadband contract.

The nice Helpdesk have tried using “tools” but get nowhere. They have referred it to “ technical” with a fault report, and I await the outcome. They are convinced it is their end, not mine. Lots of similar posts on here.

Can you help at all, please?

Re: Linking your broadband device to your account in MyEE

BillEE1 — Fri, 03 Nov 2023 17:57:09 GMT

In my experience the App is pants: time it was re-written. I could not add my SIM. Eventually the support team managed to do it. Now I cannot add my new home BB (from EE). Neither can EE.

I am getting lots of chat with real people, but zero progress.

Come on EE, either do it for us, or fix it permanently.

Re: Linking your broadband device to your account in MyEE

Leanne_T — Sat, 04 Nov 2023 08:04:27 GMT

Hi @BillEE1

Thanks for reporting this to us, our technical support team will get back in touch as soon as the ticket has an update.

Leanne 🙂

Re: Linking your broadband device to your account in MyEE

BillEE1 — Sat, 04 Nov 2023 09:14:33 GMT

So glad that EE looks at this site.
You will of course get feedback when the issue is fixed, but I get the feeling it is by no means a new fault, as numerous people have reported it before me.

So I guess we have to keep manual records of what is supposed to be a state-of-the-art product. NOT good.

Re: Linking your broadband device to your account in MyEE

Leanne_T — Sat, 04 Nov 2023 09:16:58 GMT

Thanks for coming back to me @BillEE1

You have followed the correct steps to get this resolved as this would need to be fully investigated with the support team.

Please let me know how you get on 🙂

Leanne.

Re: Linking your broadband device to your account in MyEE

BillEE1 — Sat, 04 Nov 2023 14:53:25 GMT

Any tips on how to get my EE broadband details added to myEE app or website.
Many seem to have this problem. I get a message to the effect “whoops, there is a problem at our end”.
Currently sitting with the help desk on a “ticket”, but I am not impressed so far.

Re: Linking your broadband device to your account in MyEE

Leanne_T — Sat, 04 Nov 2023 16:37:39 GMT

Hi @BillEE1

Thanks for coming back us.

The ticket will be looked into and investigated, please let us know how it goes once you hear back from the team.

Leanne.

Re: Linking your broadband device to your account in MyEE

Rubberlegs — Wed, 22 Nov 2023 15:13:34 GMT

Hi. Any update? I'm getting "Something's gone wrong at our end, please try again later" in red whether I use the MYEE app or the website to link my home broadband account. I've tried using my phone details and my bank details to verify and get as far as entering the 6 digit code before the message appears. Customer service can't help...

Re: Linking your broadband device to your account in MyEE

BillEE1 — Wed, 22 Nov 2023 15:54:18 GMT

ZILCH. I try it about once a week , usually the website, but the App has exact same problem.

It has been with the “executive office” for a couple of weeks. To be fair, they accept they can’t make it work, and have passed the problem to “technical”, on a “ticket” (now two) . I am only grateful that it’s not life-changing!

There are other examples on this forum, so clearly it has been happening for a while. Can anybody help?

Re: Linking your broadband device to your account in MyEE

BillEE1 — Wed, 22 Nov 2023 16:10:07 GMT

Unless you have a better idea, I suggest we give them chance to fix it, and if they can’t…

I have pointed out that it may well be illegal for EE to charge us for a service and not provide access to the bill 🙄

Re: Linking your broadband device to your account in MyEE

BillEE1 — Wed, 22 Nov 2023 16:24:24 GMT

I have the same issue. It is sitting with EE as a registered complaint.

i believe their regulator is the Communications Ombudsman.

Re: Linking your broadband device to your account in MyEE

Leanne_T — Wed, 22 Nov 2023 16:47:23 GMT

Thanks for reporting this to us, the team will be working on getting tis resolved for you @BillEE1

Let us know how you get on.

Leanne.