topic EE home BB unable to link account within EE app/website in Broadband & Landline

EE home BB unable to link account within EE app/website

XRaySpeX — Fri, 28 Feb 2025 02:35:12 GMT

Posted in the open:

@noodlesnr74 wrote:

Hi. Sorry I bother you but note that you are a guru with regards the above based on various similar posts.

I previously had an EE mobile phone account but ended this in January 24. I took out EE BB the other day and received the welcome email with the package description and GB account number. When I attempt to enter this into the EE app or online it states in red 'please enter a valid billing account number'.

I've been on the phone to various EE reps including their tech expert who states that he's completed an account merging form that starts a process that takes 5 working days to complete. Reading on here it seems that that actually doesn't work.

I'm going round and round and no one seems to know what the issue is. I've got EE TV packages that I can't activate because I need to do it via EEs website or app and I can't get past the linking BB stage.

Is this anything that you're aware of and are there any things I could try to solve this please?

Thanks very much

Nick

Re: EE home BB unable to link account within EE app/website

Christopher_G — Fri, 28 Feb 2025 11:28:04 GMT

Hi @noodlesnr74

Hopefully it's done quicker than the five day timescale that you've been given. Did you speak to our customer support team about activating those EE TV packages? It could be something they can do from our side whilst the merge is going through.

Chris

Re: EE home BB unable to link account within EE app/website

noodlesnr74 — Fri, 28 Feb 2025 12:32:48 GMT

Hi Chris and thanks for the reply. No I haven't tried yet. The thought of another hour on the phone with the team brings me out in a cold sweat. As a new customer I don't think I'm being unreasonable in thinking that this is poor service.

Should it be this difficult to switch a service to EE from BT?

Re: EE home BB unable to link account within EE app/website

Christopher_G — Fri, 28 Feb 2025 12:40:39 GMT

No, it shouldn't, @noodlesnr74. We want it to be as easy as possible.

I understand you're reluctant to call again, but this could be something that is easy for the team to fix from our side, while the issue with the account merge is being looked into.

I appreciate your patience so far. Please keep us updated here on how things progress.

Chris

Re: EE home BB unable to link account within EE app/website

noodlesnr74 — Tue, 04 Mar 2025 17:50:10 GMT

So it's now March. I have contacted EE customer support team now on 12 occasions since joining on 24/2/24. There was a date of birth discrepancy between one account and the new one (which I identified myself and highlighted to my 'guide'). This has allowed me further access into my account but still will not link by BB to my EE ID.

The same red warning banner, 'Please enter a valid billing account number'.

Obviously I've redacted my own account number in the image but it is the correct account number that I've used.

The 5 working days to allow the 'Merge specialist team' was up yesterday, so I called the Customer Support Team again. They spoke directly with the team and she reassured me that it will actually be end of play yesterday that it will be sorted. She arranged to call me at 3pm today to check that it was complete.

Guess what? 😒

It hasn't been sorted and, no promised phone call at 3pm.

So I called again. Spoke with Br*on* who asked me 'What resolution I was after during today's call?' and then informed me that the issue had been escalated to the 'Executive Complaint Team' and that was why I hadn't been contacted at 3pm. I will receive a call by close of play today with a resolution.

Has anyone seen that show, 'Severance'? 🤔Sound familiar

https://ee.co.uk/broadband/switch

Re: EE home BB unable to link account within EE app/website

Matt_124 — Tue, 04 Mar 2025 19:16:03 GMT

That looks like the old MyEE interface which is likely why it doesn't recognise the account number. It is likely looking for a Legacy EE Broadband account number which was in a purely number format.

Have you tried the EE App on mobile to see if you can link it through that?

Or go to your EE Homepage at https://ee.co.uk/exp/home and scroll to the bottom to where it says "Link a device".

Re: EE home BB unable to link account within EE app/website

noodlesnr74 — Tue, 04 Mar 2025 20:31:48 GMT

Thanks for the reply Matt.

Yes tried both multiple times. My EE text messages and email count for pin and authorisation codes rivals that of the Oasis ticket fiasco

Re: EE home BB unable to link account within EE app/website

XRaySpeX — Tue, 04 Mar 2025 21:01:29 GMT

Yes, that's the form for linking legacy BB. In your online MyEE: Home > Plans & Subs > Manage numbers > Add another number > Link EE Broadband. It should look like :

Re: EE home BB unable to link account within EE app/website

noodlesnr74 — Tue, 04 Mar 2025 21:23:41 GMT

Yes that's correct. I've tried that many times as I have the EE app. Both with the same results.

Re: EE home BB unable to link account within EE app/website

XRaySpeX — Tue, 04 Mar 2025 21:28:32 GMT

Try putting the 'GB' in upper case using the form my post referred to.

Re: EE home BB unable to link account within EE app/website

noodlesnr74 — Tue, 04 Mar 2025 21:57:12 GMT

Thanks. I've tried putting in uppercase, lowercase removing the GB and using 02 etc. Always the same. There's an issue here that I'm unable to understand. Unfortunately it seems that it's beyond the Tech team too.

And, surprise, surprise, the fabled Executive Complaint teams promised phonecall before close of business today failed to arrive 🙄

Re: EE home BB unable to link account within EE app/website

Christopher_G — Wed, 05 Mar 2025 14:08:36 GMT

Hi @noodlesnr74

Have you heard from the complaints team yet? Once they're in touch, they should be able to help you get this sorted.

Chris

Re: EE home BB unable to link account within EE app/website

noodlesnr74 — Wed, 05 Mar 2025 14:10:49 GMT

hi. Yes thanks. I did get a call. Supposedly agree 48 hours to resolve. I'll keep you posted. Apparently only the Executive complaints team have the required software to sort it!

Re: EE home BB unable to link account within EE app/website

Christopher_G — Wed, 05 Mar 2025 14:33:07 GMT

Fingers crossed, @noodlesnr74

Yes, please keep us posted.

Chris