topic Re: Iinking products on EE app in EE app and website

Iinking products on EE app

Viniecon — Wed, 27 Nov 2024 13:03:48 GMT

I moved accounts from BT in September with new mobile accounts being set up first. Downloaded the app, as recommended, and managed the bills and things there. Then all the other stuff moved to EE, broadband and TV, and when I try to link a product I'm told to call 150. Done this twice now and both times told that's it passed to manager fir completion and will be linked in a couple of days. Still the same. Has anyone had same problem that has actually been fixed?

Re: Iinking products on EE app

Profile closed — Wed, 27 Nov 2024 15:13:50 GMT

Same problem, but in reverse. As a result of ringing re a huge increase on the TV side, BT transfd my BB and TV to EE. Thinking it made sense to move the phones (SIM onlys) over too, to get back to 1 app and 1 bill, I asked that the phones be ported over. Unbeknownst to me, they set the phones up in 2 separate accounts, which I can't access.

To annoy me further, they've said I've got to prove my credit worthiness for at least 3 months before I'm allowed to ask that the phones be merged with our BB and TV. And ea phone has its own DD. I've only been paying GPO/BT bills for 50yrs.

So now instead of BT's 1 account, 1 app, 1 bill - I've ended up with 1 app with half the stuff, 2 phones I can't manage, and 3 bills.

And a world of grief and regret.

Each product had issues, some of which have been solved after complaining direct to CEO level. I've given up pursuing it now.

I'd honestly say it's the worst experience I've had with a business, ever.

So can't help, but good luck.

Re: Iinking products on EE app

Rach_H — Wed, 27 Nov 2024 17:38:22 GMT

Hi @Viniecon

Welcome to the Community!

We know how important it is for you to be able to view your accounts in the app, so I'm sorry to hear about the trouble you've been having, and that this hasn't been resolved when you've spoken with our team. I'd recommend getting back in touch with our team, and they should be able to get you an update on this, and manage this until this is fully rectified.

Rach

Re: Iinking products on EE app

Viniecon — Wed, 27 Nov 2024 19:26:27 GMT

Sorry to hear of your trouble. You sound like me and would just be happy with a stress free simple system . Didn’t really have an issue with BT but figured I’d need to move eventually, thought I was getting ahead. Hope yours gets sorted soon. As you’ll see, I’ve been advised to get in touch with them again. 🙂 presumably third time lucky is a thing

Re: Iinking products on EE app

Profile closed — Wed, 27 Nov 2024 19:47:59 GMT

"We know how important it is for you to be able to view your accounts in the app..."

I've spent 6 weeks trying to tell EE that (at Exec Office Complaints level). But no. Computer says no. Come back next year sometime, and if you've paid your bills OK, we might give you back the easy functionality you had with BT.

BT - 1 account, 1 app, 1 bill.

EE - 1 app for 1 account w half my stuff, 2 other accounts I can't access, 3 bills.

It's a joke.

Re: Iinking products on EE app

Profile closed — Wed, 27 Nov 2024 19:53:05 GMT

"presumably third time lucky is a thing "

There's always that possibility. Be a triumph of hope over (my) experience, but still.....

Let us know if you get everything merged promptly.

It'd be good to know if I'm being singled out for special measures.

Re: Iinking products on EE app

badge16 — Tue, 03 Dec 2024 15:37:28 GMT

Yes! Same experience as you. Unfortunately none of the EE call handlers I have spoke with are able to resolve the issue, so it's still ongoing. Those I speak with keep saying it will be fixed in a week or so, which is not helpful because I cannot access my x-box pass which is part of my broadband package. Wish I had stayed as a BT account. I get the feeling I am being fobbed off as EE don't know how to resolve many issues with the BT migration to EE?

Re: Iinking products on EE app

Profile closed — Tue, 03 Dec 2024 17:43:06 GMT

During a call from Exec Complaints last week, I asked “Why am I not a security issue with BB/TV, but am with Mobile?” and “Are you 2 separate companies?”.

No answer to either.

But.they did say they’d action a request to move the phones on to the 1 account so they sit with the BB and TV. They’ll still be billed separately till I can demonstrate I’m not a security risk. So still 3 DDs where before I had 1. Progress, in a way.

Asked why it had taken 7 weeks to make that improvement. No answer.

Second compo pymt hits bank tomorrow. I’d rather have had neither and kept what I had before just with a different logo 🤷🏼

Re: Iinking products on EE app

Viniecon — Thu, 05 Dec 2024 23:19:39 GMT

Well my latest is that having spent time on hold "getting back in touch with the team", I completed a webform and they treated it as a complaint so they called me. Of course, they wouldn't speak to me as the bill is in my partners name despite my name being all over the account. Seems they're unaware of the concept of two people living together but only one name on a bill. I told him to close the complaint and I'll make a new one about how they won't speak to me along with the fact I don't need a phone call to tell me it hasn't been done, I just want it done. Utterly useless.

Re: Iinking products on EE app

Profile closed — Fri, 06 Dec 2024 08:44:39 GMT

My favourite. They ring me, on the phone that’s on the account.

Then, to ensure it’s me, on the phone that’s on the account, they send me a PIN code I have to read back.

From the phone that’s on the account.

If I’m ever held hostage or the phone is stolen, I’m reassured that effective security will save the day.

🤡

Re: Iinking products on EE app

Viniecon — Fri, 06 Dec 2024 09:09:35 GMT

🤣 Yep, it's the logic denying that annoys me. After one of those calls, I
spend 20 minutes telling myself I'M not mad. Only to realise I'm talking to
myself, can't win 🤔

Re: Iinking products on EE app

Profile closed — Fri, 06 Dec 2024 09:45:15 GMT

😂👍

Re: Iinking products on EE app

Viniecon — Fri, 06 Dec 2024 11:26:35 GMT

Just off from another mind bending call with Adam. As explained, all we
want is for the accounts linked, I don't need a call to discuss anything
else, no personal details, no changes, no additions. Simply link the
accounts and allow us to see the bill you e mail ME every month to say I
can view now. Adam reckons he can't do that without speaking to my partner
as she is the account holder. She works. I pointed out it was supposed to
be done through the app, it doesn't check its her. I said all I want is to
know if it can or can't be done. It can said Adam. Good says I, just do it
then. Not without her permission says Adam. I'll call 150 and just ask them
again, Adam will put a note on account to stop that. So for something I
presumed would ge automatic (one bill for all as previous), but turned out
I had to link through an app (anonymously) but which can't be done, we now
need to give permission for it to happen.
I gave up, suggested to Adam he close the complaint, send me an e mail and
I'll reply saying how good and helpful he's been. Adam says no he won't
send the e mail because I'm not the account holder. I pointed out I'll
still receive the one time my bill is ready, just I'll never get to see it.
30 days notice is it?

Re: Iinking products on EE app

Profile closed — Fri, 06 Dec 2024 11:52:29 GMT

Same chap.