topic Re: Problem accessing my Broadband account in Broadband & Landline

Problem accessing my Broadband account

mechret — Mon, 07 Apr 2025 10:39:51 GMT

Help!!!!

I've also had a problem accessing my Broadband account via my online account.

I've contacted EE more than 5 times to ask them to add my Broadband account so that I can manage it online (or even access my bill. Each time they tell me it will be fixed within 5 days. It never happens. Not sure where to go with this as EE seems to be completely unable to give me the facility to manage my Broadband online or to feedback when they fail to accomplish it.

Can this really be true?

Re: Problem accessing my Broadband account

XRaySpeX — Tue, 18 Mar 2025 12:37:44 GMT

@mechret : Which mobile router do you have? You link them just like a mobile phone using its mobile no.

Re: Problem accessing my Broadband account

mechret — Tue, 18 Mar 2025 20:35:02 GMT

I think you have misunderstood my problem. I can access the router and Broadband service. My problem is that I can't access the account management facility to check my bills, etc..

When I click on Manage Broadband I get them message

Broadband
Order pending

Your order is being processed. Your plan details will appear once you're all set up at home.

I've now been seeing this message for weeks.

And EE can't seem to link my Broadband account to my Phone account in either the EE App or the EE website to enable that despite promising numerous times to do it "in the next few days".

Re: Problem accessing my Broadband account

XRaySpeX — Tue, 18 Mar 2025 21:14:24 GMT

@mechret : I don't understand your problem cuz you posted under Mobile BB when you don't have a mobile router but a fixed Home BB router. So your OP doesn't make much sense in that context. I suggest you start your own thread under Broadband & Landline.

Re: Problem accessing my Broadband account

mechret — Tue, 18 Mar 2025 23:24:22 GMT

I think I have the same problem. I can access the router and Broadband service so that's working OK. My problem is that I can't access the account management facility to check my bills, etc..

When I click on Manage Broadband I get this message

Order pending

Your order is being processed. Your plan details will appear once you're all set up at home.

And EE can't seem to link my Broadband account to my Phone account in either the EE App or the EE website to enable that despite promising numerous times to do it "in the next few days".

Tried also doing it online by adding the broadband account to my mobile phone account but I get stuck at the point when the site asks me for my Broadband Account Number. I can't provide it because I can't access the account to find out what it is and they haven't sent me an email confirmation of the account which is where they suggest I get my account number from.

I'm stuck with nowhere to go with EE, but I don't particularly want to go to another provider as I would prefer to have everything in the same place. If only it were possible with EE.

Re: Problem accessing my Broadband account

mechret — Tue, 18 Mar 2025 23:44:02 GMT

I posted it in the thread EE Broadband account login problems<> .

Re: Problem accessing my Broadband account

kanturner — Wed, 19 Mar 2025 17:51:43 GMT

Mechret, I hope you have better luck than I have had. I was assured, again, that it would be sorted, but it's not happened. I try to link my broadband as you've done, I get sent a code which I enter into the webpage and then get a message that there's a problem with my details. This is probably due to my having a different e-mail address to access each bill, but there's no other way to see them both! TBF the service, other than billing, has been pretty decent, but I'm unhappy that I'm having two separate bills from the same company is not ideal.

A word of advice....don't spend ages on the phone, when they give personal assurances to sort things out and they promise to do so through the infamous 'merge form', do not be taken in. Nothing will happen and no-one will contact you. It's easier to accept that EE can't make basic software fixes and their promises to address issues are baseless.

Good luck buddy.

Re: Problem accessing my Broadband account

IHDMH — Mon, 07 Apr 2025 09:22:26 GMT

We too are having problems accessing our EE account. No idea if we will ever be able to access the account to see what we owe and to set up direct debit. The following message comes up each time:

This service isn’t working right now. We’re working hard to get it up and running. Try again later, visit our website or get in touch if it’s urgent.

We were connected on 26 March so we have one day to cancel without penalty.

I have telephoned three times and each time was assured that things would be sorted out within days. Obviously it hasn't. Why oh why did we leave Sky!

Re: Problem accessing my Broadband account

Peter_W — Mon, 07 Apr 2025 11:28:53 GMT

Hey @IHDMH 😊

Welcome to the EE Community!

When you've been getting this error, is it in the EE app, via our website, or both?

If you've not tried another device or browser this is definitely worth a shot so we can rule out it being local to one particular device.

Also how did our team last leave things with you when you spoke to them?
Peter

Re: Problem accessing my Broadband account

mechret — Mon, 07 Apr 2025 12:59:24 GMT

It was both platforms. In the end I did it through the add an acct process which worked this time after many previous tries with no success.

Re: Problem accessing my Broadband account

IHDMH — Mon, 07 Apr 2025 14:12:54 GMT

Thanks for the response, Peter. I am usually on the website on my desktop. I was told by Dom this morning to try another device. I was on hold with him but just as I was in the middle of trying this on my iPad the call "dropped ". More annoyingly the wifi had dropped - and I had to re-insert my EE password on to the iPad. So the EE connection had failed both on broadband and on the phone line (obviously!).

I have since tried my laptop (failed - same message) and the iPad - (failed).

Dom kindly sent a message after the call dropped suggesting that I wait for a few more days before contacting EE again because "with that error message it doesn't give a solution - except to wait."

We are really getting worried since only have a few hours before the end of the cooling-off period.

IDDMH

Re: Problem accessing my Broadband account

Peter_W — Mon, 07 Apr 2025 16:17:42 GMT

Thanks for the update here @IHDMH.

It's a tough one, as sometimes with account-related issues this does require further investigation in the background, but this can take a few days so it would take you past the 14 day cooling off period.

I'm confident there will be a resolution to this, but so you can be sure that everything has been done to get this resolved, I'd recommend getting this logged as an official complaint via our webform here.

They'll look into all of the details of your case, and it's worth mentioning that you've noticed this within your cooling off period too, as there's a chance they would take this into account when reviewing things.

Peter

Re: Problem accessing my Broadband account

IHDMH — Mon, 07 Apr 2025 19:43:04 GMT

Many thanks. Very helpful. I have done as you advised and raised an official complaint via the webform, pointing out that the problems have occurred during the cooling off period.