topic Re: Will EE ever fix the problem of linking accounts for ex BT customers in EE app and website

Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 29 Oct 2024 12:01:27 GMT

Good afternoon

I's over 6 months now since we switched from BT but EE can still not work out how to link my Broadband & Mobile accounts. So much for being a high tech company

Dave

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Fri, 30 Aug 2024 15:35:36 GMT

Good afternoon

Will EE ever solve the problem with linking broadband & mobile accounts. Moved from BT 6 months ago and after numerous phone calls & messaging they still don't know how to do it

What's going on?

David R

Re: Will EE ever fix the problem of linking accounts for ex BT customers

Linzi_H — Tue, 29 Oct 2024 15:18:06 GMT

Hi @DaveJR

I'm so sorry this has been ongoing for you, and I know how eager you'll be to merge everything together to manage online.

If you contact us directly, our team can work on getting things resolved.

Linzi

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 29 Oct 2024 15:30:17 GMT

Hi Linzi

I have been in contact directly with you many times but no one has been able to sort this out. Should I contact a specific person who knows how to do this?

Regards Dave

Re: Will EE ever fix the problem of linking accounts for ex BT customers

Linzi_H — Tue, 29 Oct 2024 15:36:35 GMT

Thanks so much for letting me know @DaveJR

I know it's not much fun having to repeat yourself! Have you spoken with our technical team previously?

If so, what have they advised?

Linzi

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 29 Oct 2024 15:40:48 GMT

Hi Linzi

They haven't advised anything as they haven't sorted the issue out. Lots of people with the same problem when you look at the community posts

Thanks Dave

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 29 Oct 2024 15:43:44 GMT

Hi Linzi

This is the last message I recieved

"Hi Dave, outstanding issues regarding the merge of accounts should be resolved by the middle of October. Some have already been resolved so if you haven't tried to merge your account recently please try again. If your still unable to complete the merge, I'm sorry it's taking so long and, try again in mid October.

If you're still unable to complete the merge then please call in for further help

Cheers

John"

Thanks Dave

Re: Will EE ever fix the problem of linking accounts for ex BT customers

Linzi_H — Tue, 29 Oct 2024 15:51:55 GMT

Thanks for the update @DaveJR

When was the last time you tried to merge your accounts?

If you're still unable to get this sorted, I would suggest calling us directly and we can work on a resolution for you.

Linzi

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 29 Oct 2024 16:06:19 GMT

Hi Linzi

Today I tried again without success.what number should I call and go through all this again?

Thanks Dave

Re: Will EE ever fix the problem of linking accounts for ex BT customers

Linzi_H — Tue, 29 Oct 2024 16:16:28 GMT

Thanks so much for trying @DaveJR

Our Customer Service team will be the best area to help. They can be reached on 150 from an EE mobile or 07953966150 from any other line.

Please let me know how it goes.

Linzi

Re: Will EE ever fix the problem of linking accounts for ex BT customers

mkcomputing — Thu, 31 Oct 2024 18:03:56 GMT

@DaveJR wrote:
Good afternoon
I's over 6 months now since we switched from BT but EE can still not work out how to link my Broadband & Mobile accounts. So much for being a high tech company
Dave

How long has it been since been since BT acquired EE?

When did BT announce that in future its consumer stuff would all sail under the EE banner?

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Mon, 04 Nov 2024 19:17:21 GMT

Hi Linzi

I did as you suggested and rang the customer service who couldn't help so they logged an issue with their "backroom" technical team and said I will recieve a call within 3 working days.

You've probably guessed, I haven't heard anything 🤣

Dave

Re: Will EE ever fix the problem of linking accounts for ex BT customers

mkcomputing — Mon, 04 Nov 2024 22:05:34 GMT

The "DM" route seems to be a quicker option.

From what I read here, customer service still doesn't get the problem.

I also had to wait a few days before anything happened. And weekends are a dead zone.

Re: Will EE ever fix the problem of linking accounts for ex BT customers

Linzi_H — Tue, 05 Nov 2024 08:36:19 GMT

Hi @DaveJR

I'm so sorry that you've not heard anything back from our team as expected.

At this stage, I think the best thing to do is to open a complaint using our complaints webform. From there we can be sure you'll receive a response and outcome to this query.

Linzi

Re: Will EE ever fix the problem of linking accounts for ex BT customers

Lisac1967 — Tue, 05 Nov 2024 11:08:15 GMT

i have been having the same problem since the beginning … I’ve lost all hope and I’m about to move back to sky .. they haven’t been successful in merging my accounts , I don’t think they ever will .

can’t access my broadband tv account online

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 05 Nov 2024 12:21:07 GMT

I dont blame you, I think that will be my move when my current contract comes to an end

Re: Will EE ever fix the problem of linking accounts for ex BT customers

he11ywe11y — Tue, 12 Nov 2024 08:59:19 GMT

I very much doubt it Linzi - 41 phone calls, 2 visits and 4 merge requests - and my issue is still not resolved!

Re: Will EE ever fix the problem of linking accounts for ex BT customers

he11ywe11y — Tue, 12 Nov 2024 09:03:23 GMT

Dave - they obviously have their script in place for issues like yours and mine - and I am not a legacy account holder - both purchased through EE yet 2 different entities meaning that on my app I can only see the mobile account - and the whole point of me purchasing the broadband was the 'prioritising wfh' etc - which is null and void. I have made a complaint - but honestly I have made over 40 phone calls - 2 separate visits to an EE shop - 4 merge requests - ranging from 'tech team' to 'back room' to the 'merge' team - and everyone that I speak to say - hang on I will fix it - over an hour each time and they can't. Oh and I have already got 2 complaints in that have gone silent. Good luck for you!

Re: Will EE ever fix the problem of linking accounts for ex BT customers

DaveJR — Tue, 12 Nov 2024 10:06:53 GMT

I originally had one account with BT, broadband & mobiles, no problems and was happy with the BT service. All I wanted to do was upgrade our broadband speed which meant transferring to EE now that they are part of BT, you would of thought that would be a simple smooth transaction, think again. My start date was delayed due to poor communication to engineers now the inability of a "tech" company to have one customer account for both broadband & mobile, EE are a shambles, all they do is pass you round there departments with no-one having a solution to the problem they say can be sorted. Why not just own up and tell us you don't know hiw to and get someone on board who can.

Re: Will EE ever fix the problem of linking accounts for ex BT customers

mkcomputing — Tue, 12 Nov 2024 12:04:17 GMT

@DaveJR wrote:
I originally had one account with BT, broadband & mobiles, no problems and was happy with the BT service. All I wanted to do was upgrade our broadband speed which meant transferring to EE now that they are part of BT, you would of thought that would be a simple smooth transaction, think again.

Hmmm. My BT broadband services, two of them, are now out of contract. I have been looking for a better/cheaper alternative. I had thought of using EE, where I have a "grandfather" mobile contract that is outrageously cheap. But after read this message, I am loathe to go anywhere near EE.

As you say, EE and BT are now the same business, all under the EE brand name, so you'd hope that they could manage some joined up thinking. Then again, BT's customer interface has always been one of the clunkiest on the planet, especially when you are trying to manage two separate contracts side by side. So there is a lot to unravel.

That these are tech companies just piles on the irony.