topic Re: APP /Account not linking devices. in Broadband & Landline

APP /Account not linking devices.

PaulMetcalf — Tue, 23 Apr 2024 09:28:26 GMT

Just migrated from BT to EE not through my choice. Managed to get mobiles and broadband working. Set up on line account and down loaded the APP. Tried to link the broadband then the issues started. the message you get is as below. So Phoned up spoke to 2 different agents the first one openly saying that they have issues with the App should have been fixed by the 10th , she was unable to help the second agent tried but failed to link my broadband, had no idea why but raising a ticket and it may be sorted within 3 days. So as it stands I can look at my mobile account but have no idea what is happening with the broadband. So far not impressed.

We need to check a few things

Give us a call to confirm your identity.

Call 150 from your EE mobile or 0800 956 6000 from any other phone to chat to an advisor and get your products linked.

Re: APP /Account not linking devices.

Paddy-B — Tue, 23 Apr 2024 12:21:56 GMT

Hi @PaulMetcalf,

Thank you for posting. I'm sorry you haven't been able to link your Broadband to your My EE. If you send me your details, I'll be able to get this investigated.

I have sent you a private message with instructions for contacting the team.

Thanks,

Paddy

Re: APP /Account not linking devices.

alandengate — Mon, 20 May 2024 20:00:42 GMT

I have the same problem, cannot link broadband to mobile account on the app so am unable to see broadband account

Re: APP /Account not linking devices.

Eunice50 — Tue, 21 May 2024 12:19:22 GMT

I am having the same problem (unable to link broadband to my acc) and have been trying since January, it got to that point that I want to leave, but I can’t even manage that, as get the run around. I have getting different bills and I want to know why, no one is helping.

Re: APP /Account not linking devices.

Gillian49 — Tue, 28 May 2024 14:42:05 GMT

I also have the same problem, have been a longstanding user of ee for my mobile phone provider, but at the beginning of April 2024 was transferred by BT to ee for my broadband but unable to link my accounts. I reported this to ee soon after, and was told it was being worked on.

However, when I log in to my original ee account I am still unable to view my broadband bills, I can only see details of the broadband order and that it was completed on 3rd April 2024.

Re: APP /Account not linking devices.

HaiderAfzaal — Sun, 14 Jul 2024 06:38:53 GMT

I also have the same problem. ee app is failed to connect my mobile device... so how can I know a out my sim data details and other stuff

Re: APP /Account not linking devices.

Markashley0 — Sat, 03 Aug 2024 08:20:16 GMT

Having same problems won't link broadband and EE TV

Re: APP /Account not linking devices.

Geezer1971 — Fri, 16 Aug 2024 14:17:56 GMT

Hi there, I have had the same issue since moving over from BT in January and literally have just today got the app linked with my broadband; I have spoken to 12 different agents at EE. All with different ideas why this has not linked. It seems the login details have to be in 3 different places, unsure where these locations are but the last agent was super helpful and would not give up until it was completed and today is the day. I will give his name if that would help you get going, it has been a really painful experience.

Re: APP /Account not linking devices.

EmJayAitch — Tue, 27 Aug 2024 19:58:44 GMT

Hi all, we have had the same problem since we where switched over to EE from BT in March, never had a single problem with the BT app. I have phoned EE on various occasion's the first time I was told "we know there is a problem it is due to be sorted out in 2 days" that was back in April, then I called in at a shop after getting the "We need to check a few things" after getting tired of waiting and trying again to link the accounts where I was told "I can see your account is linked, sorry there is nothing we can do", the next time I was told " ah yes I see the problem, I will get one of our tech guys to call you and sort it out", they did not call me, the next one was " ah I can see that your mobile accounts and broadband accounts are on two separate platforms, my colleague will call you in the next day or two, and sort it for you" again no call back. Even when in log in to the EE website I cannot see our broadband account. In total I must have spent 8 to 10 hours on the phone all to no avail. and every time it seems I get a different excuse as to why they are not linked on the App. We still cannot see our broadband on the App or website. So like others I have no idea what is happening.

Re: APP /Account not linking devices.

Katie_B — Wed, 28 Aug 2024 11:36:30 GMT

Hi @EmJayAitch.

Thanks for coming here.

I am sorry to hear you have not yet received your call back and that you have been experiencing this since March.

Have you tried deleting the EE app then re-downloading? If not, please could you try this.

Are you aware if a ticket has been raised?

Speak soon,

Katie

Re: APP /Account not linking devices.

EmJayAitch — Wed, 28 Aug 2024 19:23:07 GMT

Yes I have tried deleting and re-installing, but I will give it another try.

As for a ticket being raised I was told one had been raised during the second call, but I have heard nothing more.

Thanks for responding

Re: APP /Account not linking devices.

Leanne_T — Thu, 29 Aug 2024 09:41:54 GMT

Hi @EmJayAitch

If this continues after deleting and reinstalling the app, please get back in touch with our mobile guides and the team can check the ticket for you.

Leanne.

Re: APP /Account not linking devices.

EmJayAitch — Thu, 29 Aug 2024 11:04:12 GMT

Yes it is still not showing our broadband.

I have tried to speak to tech support several times and each time I have been on the phone for at least an hour just to be given yet another excuse.

Re: APP /Account not linking devices.

Leanne_T — Thu, 29 Aug 2024 13:56:41 GMT

Hi @EmJayAitch

I understand how frustrating this must be for you and I am sorry you have called several times and this is not resolved.

When a ticket has been raised this can take time to be looked into and a fix put in place to resolve this for you.

Our broadband guides are the best people to get you an update on the ticket, if you can contact us again when you get the chance.

Leanne.

Re: APP /Account not linking devices.

EmJayAitch — Thu, 29 Aug 2024 19:32:12 GMT

I understand it can take time, but I really believe 4 to 5 months is a little bit longer than I would anticipate.

It's not as if I am asking a lot really, just to get the app sorted so I can see my broadband, and billing etc.

I have been informed the accounts are linked at your end.

Re: APP /Account not linking devices.

Ewan15 — Fri, 30 Aug 2024 12:02:20 GMT

I think that the route cause of the problem is having two account numbers linked to the same email.

Your broadband will have a BT issued Account number and your pre-existing Mobile account another one.

The EE App basically can only display one set of account details. I suspect that if you changed the email address linked to the account you can see and after the change has been confirmed, log into EE with your current Email address you will see the missing account details.

Re: APP /Account not linking devices.

EmJayAitch — Fri, 30 Aug 2024 19:09:10 GMT

I did not have a pre-existing mobile account, up until the move over to EE I was with BT for both mobile and broadband.

I was told I would be switched to EE mobile because BT where discontinuing mobile accounts, I had no choice, then as I was discussing it with the EE representative he said I think we can offer you a better deal if you switch to EE for broadband at the same time, so we said yes. I have always used the same email address for both EE and BT so I don't see how that can be the problem.

Re: APP /Account not linking devices.

Ewan15 — Sat, 31 Aug 2024 15:36:19 GMT

I have experienced this before with acquisitions.

BT issue broadband account numbers for EE

EE issue mobile Account numbers for their mobile services.

I suspect from all the issues being raised that you cannot have two separate accounts associated with the same email address, working with the My EE App

I would suggest using the MY BT app. Log in and the account number you will see will be your EE Broadband account number

Re: APP /Account not linking devices.

JimM11 — Sat, 31 Aug 2024 16:11:27 GMT

@Ewan15 Not to confuse any further, Single EE ID login can have EE mobile and EE Broadband which are both separate account numbers attached and viewed from this single EE login.

Re: APP /Account not linking devices.

EmJayAitch — Tue, 03 Sep 2024 19:16:03 GMT

Now I am even more confused. I have tried looking on the BT website and it shows no accounts at all.

I am getting more and more frustrated with trying to resolve this issue. Calling them is a waste of time because each time I have called I have been on the phone for well over an hour, and each time I have been given a different excuse as to why the app is not showing my broadband account. On one occasion I was told my colleague will ring you back within the next few days, NO call as of yet and that was about 2 months ago, I have also been told and I quote "we know there is a problem with the app, but it will be resolved within 2 days, definitely". sorry but BT was never like this any issues where dealt with immediately, maybe it's the software that is at fault or maybe its something else.

I still have no way of seeing my broadband account, billing or anything to do with it, even if I log into the EE website.