topic Re: Cant link account: EE/BT used 12 yr old email address when my account was set up in EE app and website

Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Thu, 05 Dec 2024 10:57:39 GMT

I recontracted to BT in May/June this year and as part of the process I was moved to EE - a straight forward process.

However the BT call hander incorrected pulled throught the email address I had when i joined BT at least a dozen years ago. Apart from the hassle of not getting any notifications about switching to fibre, deliveries, start date etc which I eventually did get sorted. I have been unable to link my EE account to the services I actually recieve - the picture above is what loads when i try and link my account.

I have given up calling EE as they dont return my calls, they gave me direct line numbers that dont work, and i have been told there are over 10000 accounts in a similar predicament to myself - have an old email on the account that is not the correct email address or worse still the email address is no longer in use. I made a complaint and have heard nothing. I have been told it is not as simple as entering the correct email address - that only appears to work for EE send me communications not for me being able to see or amend my account online.

I have been unable to view a bill since i switched from BT to EE but this issue has not prevent EE from taking it monthly payment.

Has anyone here had a similar problem / know how this can be fixed.

Has anyone complained to the ICO as BT holding and using an email address that was approx. 12 years old, and not used since i joined BT, seems like a GDPR / DPA breach.

Thanks very much

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

XRaySpeX — Thu, 05 Dec 2024 11:07:17 GMT

@swanny65 : : Login to your MyEE a/c using your old email, Edit your Login email & your Contact email in your Profile, logout & then login with you new email.

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Thu, 05 Dec 2024 11:30:13 GMT

How do I log into EE using my old email account, when that email address was only used as a means of communicating with BT when I switched to BT Broadband years ago - from Demon internet.
There never was a BT password for my Demon address. Or if there was it isnt recognised now or i have it wrong. A password reset wont work as Demon ceased trading in 2019 and I cant access their email account.
I can log into EE with my BT email address - I cant do anything with my account once i am logged in.

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

XRaySpeX — Thu, 05 Dec 2024 11:37:45 GMT

I thought you said that BT had pulled Your old email you had with BT to your EE a/c.

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Thu, 05 Dec 2024 13:00:40 GMT

Apologies for not being clearer.

I have a Demon account and email address. Joined BT using this Demon email address. Once I was with BT set up my own BT account with a BT email address. The BT email address never changed all the time i was with them (at least 12 years) and I am still using the BT email address now. Recontracted to BT in May/June 24 and was moved by BT to EE - however they incorrectly used my Demon email address to recontract and the move to EE.

Hopefully that is better

Thank you

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

Christopher_G — Fri, 06 Dec 2024 15:43:30 GMT

Hi @swanny65

Welcome to the community.

Have you heard anything back from your complaint yet? When and how was it raised?

Chris

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Fri, 06 Dec 2024 16:00:56 GMT

Hi Chris

Nothing at all. One of the many call handlers said they would forward my complaint to the relevant team. TBH i think this didnt/doesnt happen as there is no permitted chain of comms with EE as they refuse to accept email comms.
You give up when your repeated requests fall on deaf ears, are ignored or you know more than the call handler.
I think only a complaint to the ICO will get someone to look at this but that’s against BT for holding an email address that was out of date and not EE who have my account now. I could always stop my DD but then I would be sh&@ing on my own doorstep as I doubt I could set it up again securely if I can’t access my account.
Cheers

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

Christopher_G — Fri, 06 Dec 2024 16:04:19 GMT

OK, thanks @swanny65

I'll send you a private message to get a bit more information from you. Please keep an eye out on your community inbox for a message from me.

Chris

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Fri, 06 Dec 2024 16:39:35 GMT

Thanks Chris for your help.

Will reply as soon as possible.
Swanny

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Wed, 11 Dec 2024 16:30:36 GMT

Update:

Resolved by EE very quickly. Solution was to use a completely different email address

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

Katie_B — Wed, 11 Dec 2024 17:00:03 GMT

Thanks for coming back and letting us know this has been resolved @swanny65.

Have a lovely evening,

Katie

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

stuartjharper99 — Wed, 11 Dec 2024 17:19:32 GMT

Same here I have had the same problem I said to the person on the other end of the phone line I don’t want ee I’m going to Vodaphone they threaten me with a 220 bill but I still can’t access my account

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

Katie_B — Wed, 11 Dec 2024 17:21:52 GMT

Hello @stuartjharper99.

I am very sorry to hear you have not been able to access your EE account.

The OP was able to get this resolved by giving us a call.

When you called what was advised?

Katie

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

swanny65 — Wed, 11 Dec 2024 18:36:41 GMT

Hi Katie, Stuart

Katie, that is not correct.

My post was referred to your complaints team and a very helpful colleague sorted this. I was initially sent a PM here. Then someone called me Monday and it was corrected after 2 or 3 emails yesterday.

Thank you

Swanny

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

stuartjharper99 — Fri, 13 Dec 2024 19:50:32 GMT

Nothing no reply your company is full of xxxc understand I’ve heard nothing back of still got a old by hub and now I’m being charged your **bleep** rate for some thing I didn’t want

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

stuartjharper99 — Fri, 13 Dec 2024 19:56:54 GMT

Il be ignored again you can shove the money you think I owe where the sun don’t deserve people you don’t even listen to and understand what people say

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

stuartjharper99 — Fri, 13 Dec 2024 19:59:52 GMT

Well ring me I won’t be holding my breath you should understand I’m trying to be nice but you aren’t

Re: Cant link account: EE/BT used 12 yr old email address when my account was set up

Christopher_G — Sat, 14 Dec 2024 08:33:52 GMT

Hi @stuartjharper99

This is something that our Mobile Care team will be able to help you with. If you would like to make a complaint, you can do so here on the Complaints page.

That way, the complaints team will look into this and contact you to discuss it.

Hope you get sorted soon.

Chris