topic Re: Website complaint in EE app and website

Website complaint

Trideg — Sun, 11 May 2025 19:57:34 GMT

I switch from BT to EE broadband in the New Year. Despite several telephone calls and a visit to the local shop, EE are unable to link my mobile and broadband accounts.
Recently tried to upgrade my SIM only plan on the website. Surprisingly won't let me complete the purchase
Messaged EE about the issues over two weeks ago. No acknowledgement with a customer service number or response to the email.

For a company like EE in the communication business it is laughable that they have a website that does not function properly and a customer service team that does not communicate.

Re: Website complaint

Schockwave — Sun, 11 May 2025 20:30:28 GMT

Hello @Trideg ,

Welcome to the community,

Firstly there is no email address to write to EE, soo not sure how you did this. You need to ring them to put your order through if it will not work any other way, I always ring them when I want to upgrade. Just press option 1 and then option 2 will get you through to one of the guides.

You can make a complaint by filling in the complaints form here:

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

Re: Website complaint

Trideg — Sun, 11 May 2025 21:09:58 GMT

That is the link I used to contact EE. Normally with a complaint I would expect an acknowledgement with reference and point of contact. Not so with EE.

Have telephoned and also went into a shop but the upgrade is a website 'exclusive' so could not be processed! All the staff are very helpful but unable to sort the issues.

Re: Website complaint

Ali_A — Mon, 12 May 2025 09:17:45 GMT

Hi @Trideg

I'm sorry to hear you've not yet been able to link your accounts since transferring over.

Do you have a separate email and login for your Broadband which needs to be linked to the mobile, or do you simply not have access to your Mobile account online at all?

If you have two separate logins the Customer Service team will be able to merge them together.

Or they can check all the details on the account match exactly the same in order for the online account to be added.

The team can raise a form to have your online account reset completely and add both mobile and broadband accounts to it from scratch, if needed.

Ali

Re: Website complaint

Trideg — Mon, 12 May 2025 15:51:48 GMT

I discovered after a couple of telephone calls with customer services that when the BT broadband account was migrated it used an old email address . Customer services were supposed to have updated the email to match my mobile account. But not so. They could not even do it in the shop. It is so frustrating. I will try and get the reset from scratch route but it all such a palaver for such a simple task.

Still doesn't the question why I cannot complete an upgrade on the website.

Re: Website complaint

Ali_A — Tue, 13 May 2025 12:46:21 GMT

@Trideg

Thanks for getting back to us with an update Hopefully the email can be corrected on the account so no future problems.

What error do you get when trying to complete the upgrade?

Ali

Re: Website complaint

Trideg — Tue, 13 May 2025 08:16:42 GMT

Re: Website complaint

Ali_A — Tue, 13 May 2025 12:59:47 GMT

@Trideg

Thanks for the screenshot. Have you tried clearing the browser cookies/Cache?
Do you have the same error if you use an alternative browser?

Ali

Re: Website complaint

Trideg — Wed, 14 May 2025 09:18:09 GMT

Yes and Yes.

Re: Website complaint

Ali_A — Wed, 14 May 2025 09:25:10 GMT

@Trideg

It may be related to your online access not working correctly yet.
Once that is resolved you should no longer get the error.

In the mean time it would be best to call the Upgrades team who will be happy to go through all the details and best deals available for you time with us.

Ali