Unable to link EE broadband account to EE account

thossain — Mon, 31 Mar 2025 20:23:37 GMT

Here’s a summary of what happened:

I switched from BT to EE last year, but the migration didn’t go smoothly because I couldn’t link my EE Broadband account to my EE account. I called EE multiple times, but nothing changed, so the waiting game began. After two months of calls, I gave up since my broadband and TV were working—I just couldn’t see my bills because the accounts weren’t linked.

Then, a couple of weeks ago, the TNT channels on Discovery+ suddenly stopped working. I called EE again, and they told me that my Discovery+ subscription had been canceled by an EE bot for some reason. They advised me to wait a week while their IT team resolved the issue.

A week later, I still couldn’t access Discovery+, so I called again. EE submitted a new order to fix the problem, but that didn’t work either. When I called back, they said I couldn’t activate Discovery+ because my accounts weren’t linked—an issue I had already raised multiple times. This time, they told me they had submitted a ticket to merge the two accounts, which would take 3–5 days.

Today, I called again since the issue still wasn’t resolved. I was told that an open order on my account prevented the merge from going through. My cooling-off period ends in three days, so at this point, canceling my TV package seems like the only option.

I can only access the channels through the tv box which means I won’t be able to watch the matches if I am not at home which is not what I am paying for. I should be able to access the channels by using my phone / console / laptop.

Re: Unable to link EE broadband account to EE account

Schockwave — Tue, 01 Apr 2025 11:45:31 GMT

Hello @thossain ,

Welcome to the community,

Have you checked what the open order is or asked customer service about this?

Re: Unable to link EE broadband account to EE account

Linzi_H — Tue, 01 Apr 2025 11:49:15 GMT

Hi @thossain

Welcome to the Community.

I'm really disappointed to hear that things haven't gone smoothly for you. I appreciate how frustrating it is having to keep contacting us back to chase this up as well.

Has the team confirmed what the next steps are?
Have you opened a complaint with us?

Speak soon,
Linzi

topic Unable to link EE broadband account to EE account in TV

Unable to link EE broadband account to EE account

Re: Unable to link EE broadband account to EE account

Re: Unable to link EE broadband account to EE account