topic Re: EE unwilling or unable to merge mobile and broadband accounts. in Contracts & Billing

EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Thu, 17 Oct 2024 08:50:35 GMT

I have been trying to merge my broadband and mobile accounts since I came over from BT in March but EE seems to be unable or unwilling to merge the accounts I have been given numerous different reasons for this but none are convincing. They have said I need two, three email addresses so this can be done but surely it is not beyond the technical ability of EE to just merge the accounts without me having to open new email accounts. Why did EE just use BTs platform after the takevover was completed allowing accounts to be merged? Having been with BT since 1992 and had no problems I am regretting ever moving to EE.

Re: EE unwilling or unable to merge mobile and broadband accounts.

Peter_W — Thu, 17 Oct 2024 12:46:03 GMT

Good morning @Johnner.

Welcome to the EE Community.

You should absolutely be able to manage both mobile and broadband on a single EE ID, but the process for doing this will depend on how things have been setup initially.

If you have separate logins for each, then we have a process for merging accounts.

You need to be sure that the details match perfectly for both accounts for this to go through though, as if there is any mismatch like a spelling mistake or issue with the date of birth, this won't be accepted.

Peter

Re: EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Thu, 17 Oct 2024 13:00:28 GMT

Hi Peter,

I can only get to see my mobile account I cannot get to log into my broadband. I don't have an EE Id never given one, I have been told on numerous occasions that my information on both accounts match but not having seen the broadband account who knows, if you were to look back over my complaint history you would see all the different info/advice I have been give. The latest saying I would need two new email addresses or to wait 6 to 12 months for a software fix. I use my email address to log into my mobile account. I have been told previously that EE tech people should be able to merge the accounts but never happened.

Johnner

Re: EE unwilling or unable to merge mobile and broadband accounts.

Peter_W — Thu, 17 Oct 2024 13:42:39 GMT

Thanks @Johnner, this should definitely be possible!

When you log into your mobile account via the EE app, does it give you the option to try and add Broadband, and have you tried this?

Or did they try to get you to set this up with a different email address?
Peter

Re: EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Thu, 17 Oct 2024 13:51:01 GMT

Peter,

Yes I get the option to add broadband but when I get to the merge accounts and enter the pin it says to go to an EE shop. I only have one email address and don't really want another one.

Johnner

Re: EE unwilling or unable to merge mobile and broadband accounts.

Peter_W — Thu, 17 Oct 2024 15:47:19 GMT

That's totally understandable, @Johnner.

If it's referring you to visit a store this would usually indicate a mismatch of details between the two accounts, have you had a chance to visit one yet?
You can find the details of your nearest branch here:

EE Store Finder | How to find your nearest EE store | EE

Peter

Re: EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Thu, 17 Oct 2024 16:08:13 GMT

Hi,

I have been told by several people from EE call centers there is no mismatch in my details so I don't see the point of going to an EE shop, the message is just a standard EE message that everyone gets I believe and I have been told it is a fault with EE software that was not trialled properly before going live. That is why I keep getting told to wait for a fix by EE but this has being going on since March plenty of time for a fix. The info in my details was inputted by BT/EE staff so if there was a problem it was there making and the advice I keep getting is it is my problem to sort but it is a problem created by EE so should be sorted by them not me.

Johnner

Re: EE unwilling or unable to merge mobile and broadband accounts.

Cranston65 — Sun, 20 Oct 2024 22:44:11 GMT

I have the same problem - hours on the phone and also in a physical shop - they haven't a clue - it would be quicker and less hassle to fly to California and ask Kevin Bacon to sort it

Re: EE unwilling or unable to merge mobile and broadband accounts.

Cranston65 — Sun, 20 Oct 2024 22:45:47 GMT

Same **bleep** with me - it's been over 6 months - they haven't a clue how to fix

Re: EE unwilling or unable to merge mobile and broadband accounts.

Christopher_G — Mon, 21 Oct 2024 11:08:25 GMT

Hi @Cranston65

I'm sorry to hear that you've had some problems merging accounts. When was the last time you spoke with our Customer Care team about this? They should be able to run through some troubleshooting steps and escalate the issue further, if they're not able to get it fixed whilst on the phone with you.

Chris

Re: EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Mon, 21 Oct 2024 11:23:52 GMT

Hi Cranstone65

Yes they don't have a clue or it is to their advantage not to merge the accounts so they have no intention of fixing the problem because it benefits EE. I have just been informed that my sister in law has the same problem since moving from BT. Looking on trustpilot other are complaining and getting the same response from EE we have no can do.

Re: EE unwilling or unable to merge mobile and broadband accounts.

Cranston65 — Tue, 22 Oct 2024 14:23:03 GMT

Must be a couple of months ago - I simply gave up because they have tried to fix it on many occasions and failed - the issue has be escalated before and that hasn't worked either - at one stage I was told there was a massive backlog of accounts to be merged - it's been going on so long it's pointless - I'm happy to give you my details and see if you can sort it but it's a bit pointless. When I took out the contract I enquired about keeping my BT email account which I have been able to do.

Perhaps when my new Broadband account was being configured they used a different email or logon to do this and we could join the accounts this was round instead of from my EE mobile account.

Re: EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Tue, 22 Oct 2024 17:30:42 GMT

Just to add I went into an EE shop today to ask if they could help I only got part way through the problem and the young man laughed and said there is nothing we can do it is a tech problem we have no means of doing anything we have people coming in all the time asking for help. Come on EE sort the problem out you have created and stop sending people on a wild goose chase and telling them it is their problem and fobbing them off when they call for help with false info.

Re: EE unwilling or unable to merge mobile and broadband accounts.

Cranston65 — Tue, 22 Oct 2024 17:35:37 GMT

They don't really care - they've got their sale or commission so they're happy - it's obviously a common problem which they're unable to sort.

Re: EE unwilling or unable to merge mobile and broadband accounts.

OnHold — Thu, 07 Nov 2024 15:20:33 GMT

Just moved over from BT, and have experienced this issue. I have validated my ID after receiving that particular error code. I have provided as much information as I can on my side, and will flag up, once other ongoing issues have been resolved.

Re: EE unwilling or unable to merge mobile and broadband accounts.

Ubereme24 — Fri, 28 Feb 2025 10:59:55 GMT

Been 8 months for me, still not linked my acocunts. gonna move all my accounts away on renewal cuz EE dont care. so they can loose the nearly £300 a month. oh well.

Re: EE unwilling or unable to merge mobile and broadband accounts.

Johnner — Fri, 28 Feb 2025 11:38:36 GMT

Yes I'm still not linked made a written complaint this week heard nothing going to email CEO next week see if that will be any good but looking at other comments on the net he doesn't reply either 🙄

Re: EE unwilling or unable to merge mobile and broadband accounts.

kanturner — Tue, 11 Mar 2025 21:02:29 GMT

I'm sorry Chris, but your advice is not helpful. I've had an EE mobile account for over a year now and switched from BT to EE for BB and TV a few months ago. Since then I've been billed each month for the TV and BB, but I can't see my bill to check it's correct. When I log on I can only see my mobile account usage and billing. I've spoken, as you suggest, with the care team five times now, with the operator providing their personal assurance to merge the two accounts, but after all five attempts the accounts remain un-merged. Is it even legal to bill me for services provided and to not let me see what those charges are for?

Re: EE unwilling or unable to merge mobile and broadband accounts.

Lesley_W — Wed, 12 Mar 2025 08:17:45 GMT

I'm sorry that you've had a poor experience trying to get this sorted @kanturner

I'd recommend raising a complaint so they can look to get this resolved and address the service you have had so far. You can see how to do that here Make a Complaint | Contact Us | EE.

Lesley

Re: EE unwilling or unable to merge mobile and broadband accounts.

ubereme — Wed, 12 Mar 2025 08:21:38 GMT

Hahahahhaha that does not work. Nothing happens. I made a complaint. Did they fix it...... No. The only way to fix this is to leave.