topic Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE in Broadband & Landline

LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

DEAN1961 — Mon, 07 Oct 2024 17:27:47 GMT

I spoke to someone in the tech department this afternoon and they confirmed there is still no date known for when broadband accounts will be able to be linked to mobile accounts. They said their I.T. either need to write a new programme or come up with a 'patch' to resolve the issue. As this issue has now been ongoing for over a year it is disgraceful that a company the size of EE has not yet resolved this problem.

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

nnae200 — Mon, 07 Oct 2024 17:35:28 GMT

I have the same problem, I took out Broadband and then they sold me a SIM package but I cannot join the two together in the one APP. So my problem is how do I now administer the SIM if for instance, I want to add roaming credit to the SIM?

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

JimM11 — Mon, 07 Oct 2024 17:50:50 GMT

@nnae200 Did you do all of this online, or via an EE shop, a single EE ID can have both mobile and broadband linked together and administered via the single EE login. When you login to your EE ID, what account do you see?

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

XRaySpeX — Mon, 07 Oct 2024 17:59:47 GMT

@nnae200 wrote:

how do I now administer the SIM if for instance, I want to add roaming credit to the SIM?

You may add PAYG credit to a PAYG SIM & use it both in UK & when roaming, if that's what you are asking.

Try using Fast Top-up online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

nnae200 — Mon, 07 Oct 2024 18:03:14 GMT

I did it all when my BT Broadband contract ended, I set up a new broadband which works fine and they sold me a new sim as part of the package. So cancelled my GIFF GAFF account and transferred the number to EE all of that worked fine, but I just cannot see the SIM/Account so can't add or take away any options on the SIM.

When I log in to my EE APP I see the broadband but when It asks me to link the mobile I follow all of the instructions and it just bombs out saying visit the EE shop. So I went to the EE shop and explained the situation to the shop person and they were as much use as a chocolate teapot. No clue just said to try it again in 24 hours. So 5 weeks on, I have a broadband account which works fine but a mobile number which is working but I cannot see or do anything to the mobile, I can't add any roaming data etc.

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

JimM11 — Mon, 07 Oct 2024 18:11:28 GMT

@nnae200 Take it you have done the help link, any way copy below. Shop does not want to know if you did not buy from them, teapot's and chocolate you are 100% correct...

Linking Your EE Products | Profile Help | EE

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

nnae200 — Mon, 07 Oct 2024 18:15:06 GMT

Yep, done all of the linking had numerous codes, just keeps telling me to go to the shop or call IT, none of which works, its just like the magic merry-go-round.

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

XRaySpeX — Mon, 07 Oct 2024 18:23:16 GMT

@nnae200 wrote:

Hi

I set up a new broadband which works fine and they sold me a new sim as part of the package.

Is this new BB fixed Home BB (which this thread is about) or mobile BB which requires a SIM & its mobile no.?

What info did you use to link your BB? Was it an a/c no. or a mobile no.?

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

Matt_124 — Mon, 07 Oct 2024 18:26:24 GMT

You would need to call EE customer services and ask that they instigate an "account merge". There is a manual process in place that this can be done, however the last time I checked there was a multiple week backlog. This should rectify the situation however eventually.

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

nnae200 — Mon, 07 Oct 2024 18:28:42 GMT

OK thanks, I'll give it a go, but if its anything like the shop, it will be pointless, but worth a shot.

Re: LINKING BROADBAND ACCOUNT TO MOBILE ACCOUNT UPDATE

DEAN1961 — Tue, 08 Oct 2024 12:31:46 GMT

Sorry not sure what the solution is to your issue. I already had a mobile account with EE and then transferred my landline and broadband over from BT to EE as suggested by BT to get a better deal. I did this over the phone and asked if my landline and broadband contract could be linked to my mobile account. They assured me this could be done. That was a couple of months ago and since then whenever i log onto my account i can see my mobile and landline account but when i click on manage broadband i get an error message saying "Sorry this isn't working right now". For a company the size of EE who portrays themselves as a great tech company and who values their excellent customer service this issue is beyond a joke. It's just another large company who think they can treat people anyway they wish and get away with it. Well the Post Office thought that and that situation hasn't exactly turned out well has it?