topic Re: Still can't link accounts in EE app and website

Still can't link accounts

richfletch123 — Mon, 10 Jun 2024 20:58:59 GMT

After moving from BT to EE and having 2 mobile accounts as well I still can't link my accounts. I have called several times to be told there is an internal problem and even that my Email address at EE was listed incorrectly. 2 weeks on and still can't do it so can't even see my EE phone bill! Very frustrating! Please help...

Re: Still can't link accounts

Leanne_T — Tue, 11 Jun 2024 06:59:45 GMT

Morning @richfletch123

I am very sorry to hear you are unable to link the accounts and view your bill.

To get an update on your EE account linking issue you have reported, please get back in touch with our mobile guides on 150. They can get this investigated for you and see if there is an update.

Leanne.

Re: Still can't link accounts

iainfontaine — Sun, 22 Sep 2024 17:23:09 GMT

I'm experiencing the same issue and this answer is just not helpful in the slightest

Re: Still can't link accounts

Linzi_H — Mon, 23 Sep 2024 07:43:24 GMT

Hi @iainfontaine

I'm really disappointed to hear you're having some issues accessing your services online, and I know you'll be keen to get this sorted out.

As we have no access to your account here, please contact us directly so we can work out the best next steps.

Thanks so much,

Linzi

Re: Still can't link accounts

Plecer — Fri, 27 Sep 2024 09:52:30 GMT

Me too. Just moved broadband from BT and Sim only from Sky. All I want to do is to see both my payments on one page on app!!! Come on EE!!!

I’ve had a shop try twice and 3 online techies. All tell me it’s sorted! Never is. Totally fed up with EEs after sales already

Re: Still can't link accounts

Ali_A — Fri, 27 Sep 2024 12:10:57 GMT

Hi @Plecer

Welcome to the EE Community.

It would be worth contacting Customer Service once more to follow up and let the technical team know their previous attempt wasn't successful, so they can raise a ticket for this if necessary.

Ali

Re: Still can't link accounts

jonholmzee — Mon, 30 Sep 2024 13:31:27 GMT

Leanne T. Your teams online are useless. They also have no idea what to do to solve this. Again another useless response.

Re: Still can't link accounts

0verit1 — Tue, 08 Oct 2024 03:15:01 GMT

I have now called three times and spent over three hours on the phone with EE and been assured each time that my accounts will be connected and all three times they haven't been. I can only see one account and not the others. Is there nothing that can be done to connect them? I wish I hadn't switched from BT it's been a complete nightmare.

Re: Still can't link accounts

0verit1 — Tue, 08 Oct 2024 03:21:27 GMT

Linzi_H that contact us page that you have sent a link to only takes people to the number to call that I have now called three times and all three times I've had no luck at all. It's absolutely hopeless. What is the point in having people working in your call centres that can't do their jobs? No offence to them, but clearly you have a broken system, so there is little point in directing all of us to a page that is not helping us. They are trying their best obviously and tell me each time that the accounts are now all connected and in a couple of days I'll be able to log in and see all my details online and when I log in I'm back to only being able to see one account.

Re: Still can't link accounts

Linzi_H — Tue, 08 Oct 2024 07:16:34 GMT

Hi @0verit1

I'm so sorry to hear you're no further forward with being able to see all of your services under one login online, and I appreciate being on the phone with us so much will be frustrating.

Our team should absolutely be able to resolve this for you, but if they cannot do so on the call, they should raise a ticket for further investigation or reach out to the relevant team to discuss the next steps.

What has our team advised since you last spoke with them?

Or since last speaking with them again, has nothing else changed and you're at a bit of a loss on what to do next?

Linzi

Re: Still can't link accounts

0verit1 — Tue, 08 Oct 2024 07:19:31 GMT

They said they would raise a ticket etc and nothing happened and yes I'm at a loss as to what to do next. I really don't want to spend another hour on the phone with them to hear that everything will be fixed when I know it won't.

Re: Still can't link accounts

Linzi_H — Tue, 08 Oct 2024 07:36:11 GMT

@0verit1 If it's been over a week since you last spoke with us (as most tickets take around a week to complete), then I would suggest reaching out to our complaints team directly if you're not too keen on giving us a call again. You're welcome to use the web form, and our team will reach out to you directly within 7 days to discuss things further and work on a resolution.

Linzi

Re: Still can't link accounts

0verit1 — Tue, 08 Oct 2024 07:37:29 GMT

Thank you I will try that, that's very helpful. I appreciate your help. I'm grateful to get some feedback here, I'll fill out that form and hopefully I'll get a resolution to the issue.

Re: Still can't link accounts

Linzi_H — Tue, 08 Oct 2024 07:40:27 GMT

@0verit1 I'm really confident things will get sorted, and hopefully, once you speak with our complaints team they can give you a little bit more insight into what's gone so wrong. Thanks so much for your patience with this one.

Linzi

Re: Still can't link accounts

Galtech — Fri, 18 Oct 2024 06:57:24 GMT

Did anyone ever get this resolved? I have the same issue (they can't link my broadband account, so I can't view my broadband bills which I need as I'm self-employed).

FOUR times I've been told this will be resolved within five working days, each time nothing happens, and I feel I'm being fobbed off. If EE can't provide bills for the service they're providing, it's worthless!

Can someone from EE actually help? Rather than a scripted response?

Re: Still can't link accounts

Lesley_W — Fri, 18 Oct 2024 09:59:43 GMT

Hi @Galtech

Thanks for coming to our community.

I understand why you would be frustrated if your account still isn't linked after multiple requests. When you last spoke to someone, did they say why the previous attempts didn't work?

Lesley

Re: Still can't link accounts

Galtech — Fri, 18 Oct 2024 10:10:26 GMT

Hi Lesley

The last time they said it was because one account had a prefix "Mr" whereas the other didn't, and that was preventing the accounts from merging. I guess you've changed that, but the accounts still aren't merging - so frustrating!

Re: Still can't link accounts

Lesley_W — Fri, 18 Oct 2024 10:48:58 GMT

Thanks for your reply @Galtech

We're not able to access accounts here but I'm sure they would have rectified it if that was the reason it failed.

When was the last request put through?

Lesley

Re: Still can't link accounts

Galtech — Tue, 29 Oct 2024 14:08:19 GMT

Hi Lesley,

the last request (the FIFTH attempt to link my accounts) was on 18/10/24.
I was told the accounts would merge/link within 7 days, and once again EE have failed !

why can’t EE provide the service I’m paying for? This service includes the supply of monthly bills.
what can I (or more importantly EE) do to resolve this?

Re: Still can't link accounts

Lesley_W — Tue, 29 Oct 2024 16:09:36 GMT

Hi @Galtech

I appreciate you coming back with an update, even though it is disappointing that this is still not resolved.

I can only suggest raising this with our complaints team so they can fully investigate what is going wrong and take the correct steps to fix it.

Lesley