topic Re: Can not link broadband account in Contracts & Billing

Can not link broadband account

Linzage — Fri, 06 Sep 2024 20:39:07 GMT

I have recently switched over to EE broadband from sky. I already have an ee mobile account. I have been trying to link the broadband to my account but it will not work. I have received emails saying “check out your bill by logging into to your online account” every time I try and log in all it shows is my mobile info. I am extremely frustrated as I have paid several bills (different amounts) and can not see what I’m paying for. I have not been able to view any info/bills regarding the account.

Re: Can not link broadband account

Ali_A — Sun, 08 Sep 2024 12:34:43 GMT

Hi @Linzage

Welcome to the community.

I am sorry to hear you are experiencing problems linking your Broadband to your online account.

This would need to be raised with our technical support guides to get a support ticket raised for the EE account not loading content. Please call us on 150 from an EE phone or 0800 956 6000 from any other phone, and the team will be happy to help.

Ali

Re: Can not link broadband account

newforestuser — Mon, 23 Sep 2024 16:36:54 GMT

Ali_A,

I don't think Linzage is alone in this, and from my experience (eight months of phone calls) I don't think 150 will be able to help him much either.

Judging from the number of similar complaints in this community, the migration of customers from BT to EE is little short of a debacle. It's hard to believe in the technical ability of the EE software team when something that is just "admin" is apparently beyond their capability.

I hope that if/when this problem is solved, the company will be big enough to make a goodwill gesture to all those who have been seriously inconvenienced in this way.

Re: Can not link broadband account

brads666 — Thu, 26 Sep 2024 15:40:13 GMT

I am having the same problem,it says use EE app but i dont get anywhere with that,it then goes on to say try logging i on a laptop,thats no use either

Re: Can not link broadband account

Katie_B — Thu, 26 Sep 2024 17:03:44 GMT

Hi @brads666.

Welcome back to the EE Community.

If you are unbale to link your account please give us a call.

Katie

Re: Can not link broadband account

brads666 — Sun, 29 Sep 2024 16:13:28 GMT

I am not very good on phones i dont like using them to speak

Re: Can not link broadband account

newforestuser — Sun, 29 Sep 2024 19:10:47 GMT

brads666 - I wouldn't worry about that. Not phoning 150 has just saved you wasting 20 mins of your life with a very pleasant but ultimately powerless call handler, who'll promise to get a ticket raised and call you back when there's a solution. Except that there never is (either a call or a solution).

Your best bet is probably to get out a good old pen and paper and write to Francoise Clemes at EE (Chief of Customer Service, maybe copying Marc Allera, the CEO. at Doxford International Business Park, 6 Camberwell Way, Doxford, Sunderland SR3 3XN.

That also might well prove fruitless, but has to be worth a try.

If you cancel your direct debit they might actually take notice of you!

Re: Can not link broadband account

Leanne_T — Mon, 30 Sep 2024 10:18:32 GMT

Morning @brads666

I am sorry you're unable to link your account.

You can visit an EE Store with photo ID and they can get this looked into for you.

For ways to contact us please see our Contact Us page.

Leanne.

Re: Can not link broadband account

sambadave — Sun, 06 Oct 2024 18:19:14 GMT

I'm having the same problem after switching from BT. Everyone is very helpful on the phone and assures me that it will be sorted but months on I still only see my mobile bill in the account and have no idea what I'm paying for broadband other than an assumption based on what's taken from my bank account. Nobody from EE has contacted me to say that anything is fixed. It's getting really frustrating for me, and is just embarrassing for EE who seem unable to link two accounts. Is it even legal to take people's money without even giving a breakdown of their bill?

Re: Can not link broadband account

Katie_B — Mon, 07 Oct 2024 07:56:41 GMT

Hello @sambadave.

Welcome to the EE Community.

I am sorry to hear you are experiencing this.

I would recommend giving us a call so our customer care team who have account access can look for an update.

Katie

Re: Can not link broadband account

newforestuser — Mon, 07 Oct 2024 13:09:54 GMT

Katie, i know you're only doing your job, but do you have any idea how many times you've had to trot out that response?

Phoning 150 will result in a polite and concerned conversation with an EE colleague, who will promise to pass it onto the technical team, who will phone you back at a pre-arranged time. Except they don't, because they have no idea how to sort it.

I worked for many years in the software industry, and am very aware that effective customer support isn't high on the agenda, especially when the experienced staff are replaced with cheaper graduates.

Have a good day.

Re: Can not link broadband account

brads666 — Tue, 08 Oct 2024 14:21:20 GMT

I do not like using a telephone, when you contact me through emails you give me part of my account number, why can't you just send the tests of it and the problem would be solved

Re: Can not link broadband account

McGowan26 — Wed, 16 Oct 2024 00:04:16 GMT

I have 5 months of not being able to link my accounts being billed but not able to pay as I can't log in on my broadband account thats billed by both BT and ee and they promised to send a new router and a technician to sort out the Internet signal loss that was 4 months ago now I now have a massive bill to pay when I can get on my account because who ever switched me from BT obviously didn't do it right

Re: Can not link broadband account

Rach_H — Thu, 17 Oct 2024 10:49:21 GMT

Hi @McGowan26

We know how important it is for you to be able to stay up-to-date with what is happening with your account, and you can pay your bills using our phone system or our payment link.

I would recommend reaching out to our team, and they can look into the options for ensuring you can view your bills moving forward.

Rach

Re: Can not link broadband account

eemmbar — Tue, 22 Oct 2024 15:01:42 GMT

I have recently switched over to EE fibre from BT. I got my mobile as part of the package so assumed the link would be automatic. I too have been trying to link the broadband to my account but it will not work. I have received emails and texts saying check your bill by logging into to your online account but the same issue every time I try and log in all it shows is my mobile info and it wont allow me to link it. I am pretty fed up now as seem to have spent hours hanging on a phone in a queue to either discuss this or discuss the other technical issues i have with the fibre installation (the router moved and no no signal in half the house). Anyway perseverance finally got through to someone who has requested a merge of accounts (will take 5 days) and was trying to sort me out a booster package but it was costing more per month. The whole point of moving to fibre and over to EE fibre from BT broadband was to reduce the cost and so far I am out of pocket due to the expensive mesh system I have had to purchase in order to do my work. Not the engineer nor the man at BT who told me to move explained it would in fact be worse in not only performance but cost. Feeling very deflated and may cancel within the 14 days (only installed yesterday) and move elsewhere. But cannot do that until they merge my accounts and I can check the T's and C's!

Re: Can not link broadband account

newforestuser — Tue, 22 Oct 2024 15:23:25 GMT

Bottom line - if you have the chance to get out without penalty, just do it! To be honest, I wonder for those of us who are suffering with these problems long-term, how binding any contract would be, given that EE haven't provided their side of the deal.

As I am STILL unable to access either my mobile or broadband accounts since Febrauary, I today spent my regular slot with an advisor (well, four eventually) for several hours. The first one, quite hopefully suggested that maybe the only way forward was to delete my EE ID overnight and then I could setup a new one from scratch. Given that nothing else has worked in the last seven months I thought I'd give that a try with VERY crossed fingers. Several minutes after the call I got a text and email telling me that my BT ID had been deleted. Hmmm BT? I phoned back to check and got a different person, who confirmed my BT ID had gone (didn't realise I still had one since migrating to EE), and that she would pass me onto the "Loyalty Team" to prepare the demise of my EE account. But apparently transferring the call was a step too far and the line went dead.

I phoned back and spoke my third helper of the day, who seemed to get very confused and we went round the houses several times. She eventually passed me over to another colleague who seemed very competent and helpful (I've been here many times before) and tried to link my accounts (I have mobile, TV and Sport as well as broadband) to no effect. So once again she raised a ticket for the tech team to sort it out and promised that all will be fine in 5 days.

It won't be. I just know it won't. and nobody will contact me ever again if I don't ring them again next week. So much of my life has been spent in 2024 talking to these people when I could have been doing something useful.

I did find out today that the broadband team are allowed to send you monthly bills for free (how kind), but the mobile team have to charge for that service. I suspect Scrooge and Bob Cratchit were a more joined-up organisation than this shower.

Re: Can not link broadband account

HKTEric — Mon, 25 Nov 2024 09:45:01 GMT

I'm experiencing the same issue. I called 150 and was told it would be resolved within 5 business days, but it's now been a month, and I still can't see my broadband account in the mobile app. I really don't want to spend another 60 minutes on an unproductive call. Does anyone in this community have experience how to solve this issue?

Re: Can not link broadband account

newforestuser — Mon, 25 Nov 2024 15:57:34 GMT

I never thought I'd say this after nearly 10 months of frustration, but I seem to be well on the road to having the problem fixed!

Out of the blue last week I got a phone call from an EE Guide to talk about my problem, (was the number of negative reports I'd posted on this messageboard anything to do with it I wonder?) and he texted me a link to get straight to the tech team. I did this, and got a very concerned and helpful lady (this wasn't the first time so I didn't hold my breath) who took me through various procedures (emptying my cache on Chrome on Windows, deleting and reinstalling the EE app on Android), but all to no avail. Groundhog day I thought. Then she suggested something I had heard mentioned by other posters on here - "did I have an email address other than the Gamil one I had registered with?" (I don't know that the Gmail bit matters, just needs to be a diffeent one I think). As it happened I did have an unused one with yahoo.co.uk, so she put that one into my profile, and that then generated an email to the new inbox about finishing setting up my userid. I clicked on the "Create EE ID" button in the email and cogs began to whirr. I then got another email entitled "You've created your EE ID". Wow - that sounded promising.

Imagine my disappointment when I tried using my new email address to log in from my laptop and hit an error message - in fairness my guide seemed equally crestfallen. But then I tried logging invia the app and for the first time ever I was able to see just what it was that my monthly payments during 2024 had bought me - both mobile and broadband/TV. I could access every month individually and do other useful stuff like amend my plans, set up roaming abroad (only about £17 a week compared to BT's £0) and buy all sorts of add-ons. I was promised by my guide that the Windows login would also get sorted out, and in fairness I can at least see my phone bills on there now.

So it seems that the solution is to get yourself a secondary email address, phone up and ask to have that plugged into your profile - assuming my guide has spread the word to her colleagues! It seems that all admin emails about your account will still come to your primary email inbox - the alternative one is simply for logging in.

One interesting point - I could finally see that for the first four months of my mobile contract I have been overcharged by £2.50 a month. Apparently this was because the default setup is that you want to see a detailed breakdown of your useage. a) I think that should be the default (it was with BT) and b) I was being charged extra for a bill I couldn't even see - so look out for that. I'll be chasing a refund

Good luck and I hope this helps some of you.

Re: Can not link broadband account

Spikeyb1 — Wed, 18 Dec 2024 11:49:25 GMT

This is useless I called and a lot of details were taken but nothing happened- that was 2 months ago

Re: Can not link broadband account

Katie_B — Wed, 18 Dec 2024 15:49:10 GMT

Hi @Spikeyb1.

Thanks for coming back here.

Did the team raise a ticket for this on your account?

Speak soon,

Katie