topic Re: Trying to merge EE mobile and broadband accounts on to the same ID in EE app and website

Trying to merge EE mobile and broadband accounts on to the same ID

Ma133a — Fri, 11 Jul 2025 05:31:52 GMT

Have been trying to get EE to merge my mobile and broadband accounts which are on separate email IDs to the same ID so I can access them both easily on the app. Every time I try to do this on the app I am told the accounts are already linked but my broadband info won't show.

When I contacted EE and told them about the issue they keep saying they will make a request to merge the accounts and it will take 3 to 5 days, then nothing happens. I have tried calling over 10 times going though this process and still no resolution.

Re: Trying to merge EE mobile and broadband accounts on to the same ID

Northerner — Fri, 11 Jul 2025 07:24:06 GMT

Hi @Ma133a

You'll need to ask EE to delete one of those online accounts, then you can add another product on the app.

Thanks

Re: Trying to merge EE mobile and broadband accounts on to the same ID

Linzi_H — Fri, 11 Jul 2025 07:52:26 GMT

Hi @Ma133a

I'm disappointed to hear that the merge request still hasn't been completed for you yet, and I can imagine you're feeling a bit frustrated with having to call the team so often.

I would suggest calling back if you have the time to do so, opening a complaint, and then escalating this to a team leader for resolution.
You're also welcome to use the complaints webform, and a dedicated member of the team will respond to you within 7 days. Calling will be the quicker option, but I appreciate that you may rather do this online.

Linzi