topic Re: Unable to link broadband account and unable to view bill in EE app and website

Unable to link broadband account and unable to view bill

egr55 — Tue, 25 Mar 2025 18:58:18 GMT

Switched over from BT to EE 5 days ago.

I am having the same problem and unable to link the broadband account to my EE account.

I made 3 calls and I was told it would be passed to technical support.

I made another call yesterday and was told to visit EE outlet. A new profile was created but they were unable to link my broadband account. They directed me back to technical support.

I hope this issue is resolved as I don't know what I am being charged. The EE outlet was unable to generate a first bill, I seem to be going round in circles.

I will give this a few weeks then resort to the Ombudsman

Re: Unable to link broadband account and unable to view bill

Linzi_H — Wed, 26 Mar 2025 08:49:32 GMT

Hi @egr55

Welcome to the Community.

I'm disappointed to hear that you're still no further forward in getting your online account set up.
If you have left this with our technical support team, I'm confident that they'll be working on getting things resolved for you.

Have you already opened a complaint?

Linzi

Re: Unable to link broadband account and unable to view bill

sarahbestley — Fri, 28 Mar 2025 11:12:48 GMT

Exactly the problem we have - have called 4 times - been told it will be linked....then nothing

Haven't had a bill for months - they just take the money DD

Not impressed - their web site just goes around in cirlces too

Re: Unable to link broadband account and unable to view bill

Linzi_H — Fri, 28 Mar 2025 13:45:41 GMT

Hi @sarahbestley

Thanks for reaching out to us here.

I know it isn't nice having to call multiple times and repeat yourself. I would advise calling again if this isn't resolved, and asking for your complaint to be escalated to a team leader.

Linzi

Re: Unable to link broadband account and unable to view bill

egr55 — Mon, 31 Mar 2025 10:56:52 GMT

I tried calling again to escalate to a team leader, waited on phone for about an hour. I have now given up and will go to the store who should be able to escalate it

Re: Unable to link broadband account and unable to view bill

egr55 — Mon, 31 Mar 2025 11:15:09 GMT

I completed a complaint online

https://ee.co.uk/help/contact-ee/complaint

I got an immediate reply

"Thank you

Thank you for submitting your complaint. We’re sorry you’re unhappy and we’d really like to resolve this for you.

Now that we’ve got your complaint, we’ll look into it and make sure we have all the info we need to be able to help you. As soon as we’ve done this, we’ll be in touch.

Please note that calls may be recorded for training purposes."

Re: Unable to link broadband account and unable to view bill

Linzi_H — Mon, 31 Mar 2025 13:47:47 GMT

Thanks for letting us know you've managed to open a complaint online @egr55

If you've used our complaints webform, the team will be back in touch within around 7 days.

Linzi

Re: Unable to link broadband account and unable to view bill

egr55 — Sat, 05 Apr 2025 07:38:54 GMT

Received text to say EE would call today.

Hope to resolve the billing issue, which still says

Re: Unable to link broadband account and unable to view bill

egr55 — Sat, 05 Apr 2025 15:25:52 GMT

Re: Unable to link broadband account and unable to view bill

Michael_D — Sun, 06 Apr 2025 07:58:32 GMT

Hi @egr55

Your last images were rejected as they contained personal information.

Did the complaints team come back to you yesterday?

Michael

Re: Unable to link broadband account and unable to view bill

egr55 — Tue, 08 Apr 2025 04:56:37 GMT

Thank you for removing images with personal information, apologies.

The account has now been linked. I received a call from BT not EE, the birth date was not listed on my old BT account and therefore when I tried to link my new EE account it did not match.

Thank you for your help

Re: Unable to link broadband account and unable to view bill

Michael_D — Tue, 08 Apr 2025 07:47:41 GMT

Thanks for the update @egr55. I'm glad to hear it is all sorted.

Take care and have a great day.

Michael