topic Re: Cannot Link Broadband to my Mobile account in Broadband & Landline

Cannot Link Broadband to my Mobile account

GTU — Thu, 01 Feb 2024 10:17:56 GMT

Almost a month ago, I decided to move from BT broadband to EE (alongside existing my EE mobile account) but have tried multiple times to link the new BB account to mobile on the MyEE App and online but keep getting the same message - to ring EE to do it! Have tried them several times, had account details confirmed by EE customer services and been told by them that their tech guys will do it, but still cannot access BB account - and my first payment has just been taken today for a bill that I cannot even see! I see there have been a number of EE Community entries outlining the same issue with no apparent solution. Does anyone know how to get this (what should be a simple task to such a big tech outfit) done?

Re: Cannot Link Broadband to my Mobile account

Russ5 — Wed, 06 Mar 2024 22:50:57 GMT

I am having exactly the same issue. Paying a lot of money for a second rate service. I wish I had never moved my broadband to EE.

I get told they are working on it but looking at the forum they have been working on it for years. I would suggest they sack their software provider and find someone new.

Re: Cannot Link Broadband to my Mobile account

Derang — Sat, 09 Mar 2024 12:20:39 GMT

I’m the same, can access my mobile account but not TV, Broadband or home phone.

Did you ever get it sorted or make any progress?

Re: Cannot Link Broadband to my Mobile account

GTU — Sat, 09 Mar 2024 13:19:10 GMT

Hi Russ5 and Derang. I have in the past two weeks gotten a little further but with no solution yet:- after undertaking an online chat to ask again for help, a useful EE contact said they understood what was going on and asked if I would like to raise a complaint about the issue and I said yes and received an email and text with the complaint number. A week later (Sunday just gone) I rang 150 and the guy I spoke to said instantly that not linking accounts was a major known problem that (he said) was in the hands of a technical support team and was expected to be resolved for everyone affected by sometime mid-March! He agreed to have my two bills so far and future bills sent to me by post (I've only got 1 so far!), but that he expected by my next one (late March) the problem would be sorted and that I'd be online ok (😂).

I continue to live in hope that this will be the case although last night I received an email from EE saying "We are very sorry to see you go. Your feedback can help us to improve our products and services for others. The survey should take no longer than 10 minutes to complete". I've got no idea why I've got this because I haven't done anything about leaving, but I hope that it's some sort of automated response associated with them fiddling about with my account to get it linked.

I am retired from managing part of a major IT application live support organisation that dealt with and resolved issues like this all the time. My customers would be swinging a very large axe if my crews allowed problems like this to go on as long as they have!!

So, a little progress which I hope will lead to resolution, although like you Russ5, I wish I'd gone elsewhere (something I will no doubt ponder when my contract is up).

Re: Cannot Link Broadband to my Mobile account

Derang — Sat, 09 Mar 2024 13:23:29 GMT

Thanks for the update, hope you get it sorted soon.

I’ll update here if there’s any progress with mine.

Re: Cannot Link Broadband to my Mobile account

GTU — Tue, 19 Mar 2024 14:49:15 GMT

This morning, I received a text from EE with the following :-

"We have been given an estimated date for the completion of the issue regarding merger of accounts as the 10/04/24. I'm sorry for the inconvenience. We will be back in contact after this date. Thankyou for your patience. Thanks".

Hopefully this will be sorted then.🤞

Re: Cannot Link Broadband to my Mobile account

DavidFraser — Wed, 15 May 2024 08:36:08 GMT

I moved my broadband from BT to EE last week. Equipment arrived promptly, but it took several days before the line was properly transferred. And I still cannot get my mobile and broadband accounts merged - despite assurances others have received months ago, this is still a problem in mid-May!

Re: Cannot Link Broadband to my Mobile account

Russ5 — Wed, 15 May 2024 10:11:23 GMT

I have been able to cancel my EE broadband with no penalty and go back to BT. Let’s hope it’s not too painful.

Re: Cannot Link Broadband to my Mobile account

Russ5 — Wed, 15 May 2024 10:12:26 GMT

This has been going on since Christmas last year with no end in sight. I have since cancelled my EE broadband plan and gone back to BT.

Re: Cannot Link Broadband to my Mobile account

GTU — Wed, 15 May 2024 13:16:52 GMT

Am really fed up with the lack of EEs ability to resolve anything! Just to bring you all up to speed, I did get a call on 10/04/24 and was told that there was no progress on my problem. The guy from EE tried again to link my accounts and failed. He also told me that he had no target date for resolution of linking account issues and asked if he could come back to me later with news. I (perhaps foolishly) said I'd give them a month to get it sorted and he thanked me, arranged a credit to my account for the paper bills they had already charged me for and said he'd ring me on 14/05/24 - that was yesterday and no-one rang! I did however receive a letter from EE a few weeks ago telling me that I could contact the Ombudsman Service: Communications if I was not happy with their efforts! I haven't done anything yet, cos to be honest I cant be bothered.

Thanks for your update Russ5, hope your transition back to BT goes OK. Do you mind if I ask, did you ring them and ask to be terminated and did they suggest BT or was it your choice? I am reluctant to go back to BT myself after moving from them already to EE because they were getting too expensive - I'd much prefer to go elsewhere (Sky deals look very good).

I really cannot understand how it can be so difficult for EE to resolve these cases and it serves to demonstrate how poor a technical outfit they are. They do however seem happy to take our money and give it to Kevin Bacon !

Re: Cannot Link Broadband to my Mobile account

Russ5 — Wed, 15 May 2024 15:03:45 GMT

I raised a complaint and then asked if I could leave without penalty.

Re: Cannot Link Broadband to my Mobile account

DavidFraser — Wed, 15 May 2024 16:03:42 GMT

Earlier I raised the question about trying to link a mobile account to a new broadband installation. Looks as if this is a long-standing issue EE cannot fix. I tried creating a fresh account, under another email address. I now can see my broadband account (and bill) here, but not my mobile one - but my profile is the same under either access route. This is crazy!

Re: Cannot Link Broadband to my Mobile account

Panzermum — Sun, 22 Sep 2024 19:45:08 GMT

I moved from BT to EEwhen my contract was up in March 24. I was promised seamless transition. I have been unable to access any details on my billing or broadband account. I have no idea what the number is as I am locked out of my account as somehow EE have tied a very old previously held mobile account to this new one. It has been “investigated by EE” and told to me that it may take a YEAR to untangle this mess. They also told me there was a number of BT customers that were in the same position upon migration to EE.

The last technician advised me to open ANOTHER EE EMAIL and use that for access, well , guess what? - I can’t do that either.

sick and tired of it. I’m very very tempted to cancel and move to SKY .
EE do not seem to be technically able to cope with this migration . I wish somebody would help. The technical person told me that they would close my complaint as there was nothing else they could do. Totally unprofessional and inept.

Re: Cannot Link Broadband to my Mobile account

Panzermum — Sun, 22 Sep 2024 19:47:04 GMT

I’m in exactly the same position, money being debited for a service I can’t check on , o ly by looking at my bank account - ludicrous.

Re: Cannot Link Broadband to my Mobile account

Panzermum — Sun, 22 Sep 2024 19:48:01 GMT

Sorry. Still in deadlock with EE still unable to access my broadband account.

Re: Cannot Link Broadband to my Mobile account

Russ5 — Mon, 23 Sep 2024 07:40:08 GMT

I left Ee broadband without penalty after I raised a complaint and went back to BT. Unfortunately you just need to annoy them until you get what you want.

Re: Cannot Link Broadband to my Mobile account

newforestuser — Mon, 23 Sep 2024 16:43:38 GMT

Hi Russ5

Did the move back to BT go smoothly? I had years of fault-free and painless service from them until I migrated (as advised by BT) to the cowboy operation known as EE.

However, I hear rumours that BT, in its efforts to become a "business-only" concern, is giving less of a service to its residential customers. Any views from your experience?

Re: Cannot Link Broadband to my Mobile account

Russ5 — Mon, 23 Sep 2024 16:47:45 GMT

It was relatively pain free, had to have a visit from an engineer which I don’t quite understand but it’s been good with no problems to date.

Re: Cannot Link Broadband to my Mobile account

Aud9 — Wed, 20 Nov 2024 11:24:36 GMT

Here I am in Nov 2024 having waited on a link since April 2024 . Has anyone out there got their broadband linked to mobile or at least got them to send monthly paper statements?

Re: Cannot Link Broadband to my Mobile account

DavidFraser — Wed, 20 Nov 2024 11:56:02 GMT

This has been a problem for several years now. When you move from BT to an EE broadband account, the EE staff can quote and use your EE mobile number to contact you. But EE are incapable of linking the new broadband account, and its number, to your EE mobile account. I have two EE log-ins: one for my mobile account and the other for my broadband one. It’s totally incompetent, and says a lot about the poor service from BT/EE, though I’ve always found the staff try to be helpful, when I’ve spoken to them.