topic Re: Account confusion and worries? in Broadband & Landline

Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 01:26:10 GMT

Why would the equipment for my internet at my property be linked to another account even after raising concerns account previously?

I did indeed have an open reach engineer visit so i would imagine any equipment should be linked to myself and home property address to which the equipment is situated?

I find another account linked to my equipment a concern as i would be unsure to any other accounts apart from the BT account from which i migrated over to EE from.

Please advise (i have sent a complaint over to the relevant team at EE in the mean time

Why would the equipment for my internet at my property be linked to another account even after raising concerns account previously?

I did indeed have an open reach engineer visit so i would imagine any equipment should be linked to myself and home property address to which the equipment is situated?

I find another account linked to my equipment a concern as i would be unsure to any other accounts apart from the BT account from which i migrated over to EE from.

Please advise (i have sent a complaint over to the relevant team at EE in the mean time

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 00:04:59 GMT

Why would the equipment for my internet at my property be linked to another account even after raising concerns account previously?

I did indeed have an open reach engineer visit so i would imagine any equipment should be linked to myself and home property address to which the equipment is situated?

I find another account linked to my equipment a concern as i would be unsure to any other accounts apart from the BT account from which i migrated over to EE from.

Please advise (i have sent a complaint over to the relevant team at EE in the mean tim

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 00:55:43 GMT

Re: Account confusion and worries?

Ali_A — Sat, 28 Dec 2024 13:42:31 GMT

Hi @Mh12345699

Welcome to the Community.

Please give our Customer Service team a call. A guide will be able to check your account and equipment is linked to correct login, as well as manage the online account for you to match the login you want to use.

We don't have access to Customer Accounts here in the Community Forums to be able to check this.

Please keep us updated with how you get on.

Ali

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 17:11:48 GMT

How could something like this happen, many years ago i was a victim to my mobile number being hijacked so i always worry about anything not to appear as should

Re: Account confusion and worries?

Matt_124 — Sat, 28 Dec 2024 19:28:26 GMT

It is extremely unlikely your account has been hijacked, it is more likely to be one of a catalogue of errors that have been made when it comes to linking Mobile and Broadband accounts to the same EE ID.

This usually is caused by an incorrect email being entered (not necessarily by yourself, possibly an EE Guide) when the broadband order is processed, linking it to a new account which can't be accessed in the intended manner.

Contacting EE is the necessary step to rectify this, they will then ensure there is nothing improper in the security of the account and attempt to link it for you.

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 19:41:20 GMT

Yes - already mentioned. And, i was originally with BT and swapped over.

I have wrote a complaint regarding it as its been highlighted to them from me and its just comcerning as no real explanation when getting feedback from advisors.

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 19:48:24 GMT

When i enter my account online everything seems correct such as billing, dates related to orders and that is what is concerning as how can thr equipment that is providing a service to me at home not seem to be connected to my account.

And after an open reach visit and multiple complaints i would have expected not to see such messages.

Re: Account confusion and worries?

Matt_124 — Sat, 28 Dec 2024 20:29:38 GMT

Is it Mobile account details that you're able to see or Broadband details?

If Broadband you should either see all of the details or none.

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 20:32:32 GMT

My broadband Internet and like mentioned i moved over from BT.

I do not think i have ever had an EE mobile contract.

The man said when speaking over the chat support a few things (after me highlighting them) such as 'user giving email' also mentioned my email but with _del after the usual co.uk, also when i originally installed the new EE router - BT help said the new EE router was still showing as the old smart hub.

But as mentioned billing such as payments seem correct hence why i would be concerned this hasn't been picked up as a potential identity issue.

I do notice something dating back to 2014 when searching for an order but i dont believe i would have had EE as i was with other companies for phone, Internet at my previous home.

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 20:33:38 GMT

What do you mean?

Re: Account confusion and worries?

Mh12345699 — Sat, 28 Dec 2024 20:42:41 GMT

i am not familiar with this and i got told my EE/ BT - FCP was an internal code in the office.

Re: Account confusion and worries?

Mh12345699 — Mon, 30 Dec 2024 21:14:33 GMT

Today i had discussion's with EE customer care originally and he attempted to send a code to my email address to which didnt arrive.

He comfirmed the email registered to the account was missing a letter from what would and is what i would imagine my login information for my account.

He then decided he wasn't in a position to offer any further help.

I then approached BT online customer care and he mentioned that the email had been inputted incorrectly into the system.

After his correction i immediately recieved a billng email relating to a refund off a bill in November.

He assured me that everything was as per too standard but i would beg to differ considering my correct email does log me into my account so how on earth would anothet email associated with me not be picked up after reports and concerns?

Also, why would an error message state an additional account related to my hardware? I can only imagine that this other email address has a connection?

Very concerning indeed,

Re: Account confusion and worries?

Rach_H — Tue, 31 Dec 2024 09:11:40 GMT

Hi @Mh12345699

I'm so glad to hear that the team have been able to work with you to start getting thing on the right track.

While your online account may be set up with the correct details, it sounds like the contact email on your actual account, which is not directly pulled from this, is what has been input incorrectly. I can understand your concern but I can assure you that this isn't anything to be worried about.

If you are still concerned then I would recommend reaching back out to our team, and they will be able to escalate this for you, if needed.

Rach

Re: Account confusion and worries?

Mh12345699 — Wed, 01 Jan 2025 22:06:52 GMT

Hi Rachel -

The other issue is that my open reach equipment does not match the image shown when filling out a complaints form with regards to conmection at my party.

I then received an email back stating they would investigate the progress of the site where my address is.

BT/ OPEN REACH installed the equipment when i moved here in 2017, so i am confused on how they couldn't give an extact anwser there and then as they would have had the information to hand i would imagine when noticing they quoted my address.

On top of that, if i click link equipment at the bottom of the EE application it gives an error message mentioning that the equipment is already linked to another account.

Also my 192.168.1.254 to enter router management always states an unsecured connection, i noticed also my RBS banking app gave an IP address starting with 35. (I think) and that linked to my router as if inputting 192.168.1.254.

I always remember the IP being - 192.168.0.1

Also, my house seems and location seems to be getting mixed in with anothrt property being number 21.

Its just worrying me that there is some cross contamination amongst accounts.

Oddly enough, BT has changed my email address to the correct version. Will this reflect on the EE system?

Re: Account confusion and worries?

Mh12345699 — Wed, 01 Jan 2025 23:05:46 GMT

Also i notice 2 individuals sets of results for the same property when comparing UNPR and the postal address.

Re: Account confusion and worries?

Michael_D — Thu, 02 Jan 2025 08:30:44 GMT

Hi @Mh12345699

I would recommend speaking to our broadband guides to discuss this further, as we do not have account access here on the community.

They will be able to check the equipment, check the email address and see what needs to be done regarding the information that Openreach hold.

You can also request for a complaint to be opened with them, if there isn't already, and it would be passed on to a manager.

Michael

Re: Account confusion and worries?

Mh12345699 — Sat, 04 Jan 2025 19:59:55 GMT

When i try to do a speed test on the EE laptop via my laptop it wont allow me as it states i should link product to account.

Also, when i did a speed test on another website again using laptop, it went on to state I should do my own speed test.

Also, i notice only my hun gives off 2.4 + 5ghz signal. No others in the coverage area seem to give off both frequencys.

I have a complaint in and i received a call and he was due to call back - i didnt raise the complaint just the concerns. It was some executive complaints department what ever that refers too.

Re: Account confusion and worries?

Peter_W — Sun, 05 Jan 2025 10:41:09 GMT

Hi again @Mh12345699, I'm glad to hear that you're in contact with our Executive Care team.

They're our dedicated complaints team and also our highest level of escalation, so I'm confident they'll help you look over every option available here.

With the split frequencies, this is an option available on certain routers, and the best option will depend on the devices you're connecting and how you're using them.

2.4 GHz provides slower speeds, but is designed to cover a wider area, whilst 5GHz is faster but intended to cover a more concentrated area.

Peter

Re: Account confusion and worries?

Mh12345699 — Mon, 06 Jan 2025 01:04:49 GMT

It now says this when i am infact connected to the 'home wifi' ?