topic Re: Merging accounts in EE app and website

Merging accounts

FloreatSalopia — Tue, 24 Sep 2024 10:07:33 GMT

I have 2 EE accounts, broadband/tv & mobile phone, I am trying to merge/link these accounts to my log in page on the app but each time I use the ‘link accounts’ option to do so I’m told that they are already linked to another account log in and I have no idea where or what this log in is.

EE/BT have been an absolute nightmare to deal with since I took the decision to move away from Sky TV with literally hours spent on hold to different departments in different call centres with EE & BT both failing to complete orders for tv etc

All I want is access to my 2 accounts on my primary email address which I use to log in to the app - currently when I log in I’m linked to a broadband account that is closed and no longer in use or active - why are EE making it so difficult?

Re: Merging accounts

Michael_D — Tue, 24 Sep 2024 12:38:18 GMT

Hi @FloreatSalopia

Thanks for coming to the community.

It is far from ideal that you aren't able to view your accounts as expected.

If it is saying the accounts are already link, it would be best to speak to our tech guides, who can bring up your account details and take a look at the EE ID details.

Michael

Re: Merging accounts

FloreatSalopia — Tue, 24 Sep 2024 12:43:50 GMT

I wish it were that simple - hour upon hour of being placed on hold, constant security checks and repetitive explanations to each and every call centres operator and being told differing solutions - the latest being it takes 5 days to merge accounts but now a fortnight on still no light at the end of the tunnel. I used to rate EE highly for their customer service but my God, they’re worse than Vodafone now and that takes some doing

Re: Merging accounts

Michael_D — Tue, 24 Sep 2024 12:47:12 GMT

I can understand your frustration with that being your experience. If a merge request has been sent and hasn't been actioned, it would need you to speak to the team again so they can check the status of it. We don't have access to account information here to be able to see what is happening.

Michael

Re: Merging accounts

Annie133 — Tue, 24 Sep 2024 18:23:06 GMT

Iv had same problem Hours on the phone still not sorted

Re: Merging accounts

Cranston65 — Sun, 20 Oct 2024 22:40:36 GMT

Same **bleep** with me - I've been waiting months too - cannot manage my broadband account or my router properly