topic Re: Combining / Linking accounts in EE app and website

Combining / Linking accounts

archiveking — Mon, 04 Dec 2023 10:09:02 GMT

I have had an EE Mobile account for years - and recently moved from BT to you for fibre and landline. I cannot however link the 2 accounts together on the app, despite being urged to do so every time I use the EE app.

The existing account with mobile is GB2XXXXXXXXX

The New Account with broadband and landline s GBXXXXXXX

I get this error "Your EE products are linked to another online account. You’ll need to log in to that account to manage them. If it doesn’t seem seem right, contact us"

So I am contacting you EE here to get it fixed as I believe it cannot be done via the app / online. - your help desk has no idea !

Re: Combining / Linking accounts

John-C — Mon, 04 Dec 2023 12:44:18 GMT

Hi @archiveking, sorry you're having trouble linking your accounts.

I've sent you a Private Message so you can get in touch with the Mod team for help resolving this.

Cheers

John

Re: Combining / Linking accounts

archiveking — Wed, 06 Dec 2023 09:26:50 GMT

Several days later and it looks like the problem is insoluble even to the EE Support team......

Re: Combining / Linking accounts

Astra-1951 — Thu, 11 Jan 2024 13:27:00 GMT

Same problem and ee keep telling me we are aware of this problem but after almost 1 month I am still no nearer accessing my app with the new broadband linked . Regards j barton

Re: Combining / Linking accounts

Katie_B — Thu, 11 Jan 2024 13:45:43 GMT

Hi @Astra-1951.

Welcome to the community.

I am sorry to hear your new broadband is still not linked to your account.

Have you reported this already to our technical care team?

Speak soon,

Katie

Re: Combining / Linking accounts

Aleksander3 — Wed, 27 Mar 2024 15:35:21 GMT

Hi Katie,

Yes. the technical team sent me a message to create a new password for the 2nd account I am trying to link. However the link was to create a new BT password despite the fact that both are EE accounts. NOT helpful.

I'll keep trying to resolve the problem.

Aleksander

Re: Combining / Linking accounts

Leanne_T — Wed, 27 Mar 2024 15:58:34 GMT

Hi @Aleksander3

Thanks for coming back to us.

Just to confirm, have you moved from BT to EE?

Do you have a mobile and broadband account?

Leanne.

Re: Combining / Linking accounts

scusack1 — Mon, 04 Nov 2024 22:53:39 GMT

I can see this problem has been going on for nearly a year. I'm still getting this error message. EE Helpdesk can't fix it after wasting hours talking to them. Every other supplier I deal with can cope with me using my btinternet email account. Not EE. Weird.