topic Re: EE App will not Link to my Broadband in Broadband & Landline

EE App will not Link to my Broadband

Greycat70 — Wed, 28 Feb 2024 12:52:06 GMT

Since transferring to EE from BT, everything is now sorted out with one important and extremely aggravating problem.

I just cannot get my broadband linked to the app, I have phoned several times and have been assured that it will happen within 48 to 72 hours after that form being filled in by the help person.

Now about three weeks later nothing has happened.

The problem is the inability to set up the WiFi extender discs etc

Going through the link process I always end up with the message ! We need to check a few things, give us a call to confirm your identity, call 150 from your EE mobile. Etc etc. The only option then is to ‘Stop linking for now’

When phoning, I cannot seem to find the correct numbers to navigate to the ‘are you experiencing problems with the app’ page.

Anyone any ideas how to get this fixed?

Re: EE App will not Link to my Broadband

VWalker — Sat, 08 Jun 2024 11:01:38 GMT

Setup a new account under a different email. Granted it's irksome but better than not having account access.

Re: EE App will not Link to my Broadband

xtender — Sun, 03 Nov 2024 12:36:38 GMT

I'm having the same problem. Transfer from BT is so strange... Why it wasn't automated.. When I'm trying to link it, it says to call 150, but I don't know what should I choose to confirm my identity, and I don't know why do they need it as my account obviously has all the info about me

Re: EE App will not Link to my Broadband

Leanne_T — Sun, 03 Nov 2024 15:45:45 GMT

Hi there @xtender

Thanks for coming here.

When you call the team will run through the checks needed to confirm the account and get the account looked into for you. This is needed before the account can be accessed.

If you can try calling again the team will be happy to help with the app set up.

Leanne.

Re: EE App will not Link to my Broadband

Dehunter — Tue, 01 Apr 2025 02:51:08 GMT

I just cannot get my broadband linked to the app, I have phoned several times and have been assured that it will happen within 48 to 72 hours after that form was filled in by the help person. Nothing has happened. I was assured by the customer agent that this would be resolved and that it was updated and sent to the back team for implementation.

Going through the link process I always end up with an error message (FAMILY NAME). We need to check a few things, give us a call to confirm your identity, call 150 from your EE mobile. Etc etc. The only option then is to ‘Stop linking for now’

Does anyone have any ideas on how to get this fixed? Thanks.

Re: EE App will not Link to my Broadband

xtender — Tue, 01 Apr 2025 03:35:04 GMT

Leanne, I talked to support several times, opened a request, but it's not solved for over 4 months...

It's easier to switch to another provider, hopefully it's easy as it's fibre channel from Openreach

Re: EE App will not Link to my Broadband

xtender — Tue, 01 Apr 2025 03:40:18 GMT

It looks like they are not able to fix it...

Re: EE App will not Link to my Broadband

Rach_H — Wed, 02 Apr 2025 11:32:42 GMT

Hi @xtender,

If you raise a complaint regarding this then our team will be able to work with you until this is resolved.

Rach