topic Account Merge issue in EE app and website

Account Merge issue

dbhatia — Mon, 09 Sep 2024 08:50:16 GMT

Hi,

Despite speaking to EE three times the account merge has not happened.

Any suggestions welcomed.

Thanks

Re: Account Merge issue

Peter_W — Mon, 09 Sep 2024 08:50:50 GMT

Hey there @dbhatia, welcome to the EE Community 😊

I just want to give you a quick heads up that I've split this comment out into its own thread so we can be sure you're getting the most up to date details.

Could you please let us know a bit more about what accounts you've been looking to merge here?
Also how did our team leave things with you when you last spoke with them?

Peter

Re: Account Merge issue

dbhatia — Mon, 09 Sep 2024 08:55:54 GMT

Hi @Peter_W ,

Many thanks for reaching out.

Not sure as I got three different answers. All I know is that I don't have access to my broadband account.

The first and second call EE told me the accounts were going to be merged. Apparently an online form was filled out and in a matter of couple of days I would see my broadband account on my EE mobile account. I am still waiting 10 days later...

Re: Account Merge issue

Peter_W — Mon, 09 Sep 2024 09:06:16 GMT

Thanks for explaining that @dbhatia.

Merge requests get raised with a back office team and we would usually expect this to be completed within 5 working days, but it can sometimes take a bit longer.

We don't have account access on this public forum to check where we're at with this, but if you get back in touch with our technical team they should be able to give you an update on where we're at.

Peter

Re: Account Merge issue

dbhatia — Mon, 09 Sep 2024 09:40:24 GMT

Thanks @Peter_W

Unfortunately link doesn't work...

No number nor web form

Re: Account Merge issue

Peter_W — Mon, 09 Sep 2024 09:49:56 GMT

Thanks for flagging that up @dbhatia, I've checked the link and it seems fine.

It could be worth giving this page a try instead:

https://ee.co.uk/help/contact-ee

Just select the option for Technical Support, followed by Mobile.

Peter

Re: Account Merge issue

dbhatia — Mon, 09 Sep 2024 10:41:26 GMT

Thanks @Peter_W for the quick reply.

So just 150?

Any tips which options?

Re: Account Merge issue

Peter_W — Mon, 09 Sep 2024 10:48:38 GMT

No problem at all @dbhatia.

If you're calling on 150 it will give you the option to press 1 for the visual service, or if you'd prefer the traditional menu system please press 2.

From there it will guide you through all of our options, and you would be looking for broadband technical. If you did end up in the wrong place though, our Guides are more than happy to pass you through to the best person that can help.

Peter

Re: Account Merge issue

Chatterbox1969 — Mon, 09 Sep 2024 11:07:35 GMT

I’m in exactly the same position, my EE App will not link to my new Smart router so I can use the WiFi controls, contacted support three times saying my router is in a position where I need to do something if I log into the account to finalise the new 500mB full fibre connection… but I am logged in…! Then I was fobbed off saying there going to merge two accounts even though I’ve only ever had one account….! They have told me twice that after five days someone will get in touch with me but guess what… they never do.

ive been with EE since it was orange so I’ve been with EE forever, and always had great service until recently.
just fix the App connection it can’t be hard.

there on Tv every day singing its praises but I’m fed up .

all I want to do is use my app with my new service, I can’t link my new router because apparently it’s linked to another online account…..I’ve been told there’s a big update coming out to fix this as they know it’s an issue but I’m not holding my breath.

i now bet some nice support person will come on here and ask me to do what they always ask” have you rebooted the router “……!

Regards Paul

i don’t expect anyone to reply but you never know

Re: Account Merge issue

dbhatia — Mon, 09 Sep 2024 11:40:19 GMT

I don't think this will be fixed easily...

When 3 or more company billings systems try to come together - gonna be carnage...

Re: Account Merge issue

bristolian — Mon, 09 Sep 2024 14:52:02 GMT

@dbhatia wrote:

When 3 or more company billings systems try to come together - gonna be carnage...

The BT Group is EE's parent company, but EE itself is a merger of Orange & T-Mobile.

The billing & CRM side is very heavily T-Mobile, and has very little ex-OUK input.

Re: Account Merge issue

Annieankles — Fri, 03 Jan 2025 12:21:37 GMT

Is your issue fixed yet? Mine started in April and still isn’t resolved I have spent days on the phone trying to solve it. Now my bill has gone up as they have uncoupled my broadband and mobile accounts 🤦‍♀️

Re: Account Merge issue

Linzi_H — Fri, 03 Jan 2025 14:49:20 GMT

Hi @Annieankles

Welcome to the Community.

I'm really disappointed to hear that you haven't managed to get things resolved. Please contact us back again and we can review your bill, and work on getting this sorted.

Linzi

Re: Account Merge issue

Annieankles — Fri, 03 Jan 2025 15:16:57 GMT

I am not calling you again! I have had countless call backs promised, some happen some don’t.
Chris is Dundee tried really hard to fix it for months but had no luck.
I have a call back scheduled for Sunday, I’m not holding out much hope.
I’ve genuinely never experienced such poor customer service. 😞

Re: Account Merge issue

Linzi_H — Fri, 03 Jan 2025 15:23:11 GMT

I'm pleased to hear that a callback is scheduled for Sunday @Annieankles, and I know the team will be doing everything they can to get this resolved.

Linzi

Re: Account Merge issue

Annieankles — Mon, 27 Jan 2025 22:32:49 GMT

Guess what?? It’s still not resolved, this has been an issue since April

Re: Account Merge issue

Leanne_T — Tue, 28 Jan 2025 09:13:04 GMT

Hi there @Annieankles

I am very sorry this has not been resolved for you.

Has our tech guides been back in touch since you last posted on the community to provide an update?

Leanne.