topic Re: Merge accounts in Broadband & Landline

Merge accounts

Rosson241983 — Wed, 28 Jun 2023 16:30:01 GMT

Hi.
I have a pay monthly mobile contract with EE which I took out last November and obviously I have an EE account for this.
Now I have just signed up for one of the BT/EE Broadband trials and when I spoke to the operator they had to use an alternative email to create an account for this service.

I suppose my question is; can I merge the broadband account (which hasn’t started just yet) with my mobile account to save all the hassle of multiple emails and passwords and so I can manage it all in one place?

Thank you for any help.

Re: Merge accounts

XRaySpeX — Wed, 28 Jun 2023 16:46:34 GMT

Yes, if you've taken out EE BB. No, if you've taken out BT BB. Which is it?

What is this trial you talk of?

Re: Merge accounts

stuart12a — Fri, 27 Sep 2024 11:47:29 GMT

I have exactly the same issue. One and three quarter hours on the phone to EE Tech Services was unable to resolve the problem. I still have separate accounts for my EE broadband and EE mobiles. Not a huge issue but inconvenient. When I was with BT, they were able to present all my services on a single account webpage and charge them on a single bill. Shame EE doesn't seem to be able to do the same - after all - aren't they the same company?

Re: Merge accounts

XRaySpeX — Fri, 27 Sep 2024 11:51:21 GMT

@stuart12a : No, they are separate ISPs with their own products, services & processes. Both subsidiaries of the BT Group.

Re: Merge accounts

Matt_124 — Fri, 27 Sep 2024 12:07:43 GMT

If a customer orders an EE Broadband package (brand new or BT to EE migration) in an EE store/over the phone, the agent is supposed to load up your mobile account first and use that as the basis to add your broadband account to it so it appears straight away after ordering in your app.

If this is not done, the agent sets it up on a new email and as a result the customer may miss out on the Multi Product Benefits that come with being an EE One customer (having both mobile and broadband). An "account merge" can be done in some circumstances but there are massive queues of customers waiting for this process so it's best it's done right first time.

However with a trial account (not sure what kind of trial it is so im being vague), this sometimes necessitates being set up on a separate account so you may not be able to do anything about this lack of a link.

Re: Merge accounts

XRaySpeX — Fri, 27 Sep 2024 13:21:22 GMT

@Matt_124 : The trial was with the OP over a year ago. It won't be with the the latest poster.

Re: Merge accounts

Matt_124 — Fri, 27 Sep 2024 13:24:49 GMT

@XRaySpeX Oops, yeah I was scanning and completely missed that it was so long ago, cheers!

Re: Merge accounts

stuart12b — Sun, 29 Sep 2024 11:34:30 GMT

Thanks Matt. Looks like I'll have to get used to the inconvenience of 2 separate accounts.