topic Re: Broadband account info dropped from my EE ID in Broadband & Landline

Broadband account info dropped from my EE ID

Eddiestrat11 — Sat, 05 Apr 2025 16:16:55 GMT

I switched my broadband from BT to EE beginning of January and for 2 months could not view any of my broadband account, billing or wifi controls through my EE ID, although my mobile shows fine. After 2 months and numerous calls and complaints it was fixed beginning of March but roll on a month and it is has dropped again from my EE ID. Trying to link my EE broadband comes up with account not found! Why would it drop? Now I expect to have to keep phoning and complaining again until it is fixed! I hope this isn't a monthly cycle!

Re: Broadband account info dropped from my EE ID

Linzi_H — Sun, 06 Apr 2025 08:11:09 GMT

Hi @Eddiestrat11

It certainly is strange that this has disappeared from your online account/EE app after being resolved last month.
I can see you've mentioned how many times you had to call us to get this sorted out too. I would advise filling in our complaints webform so the team can review everything that's happened until this point.

Linzi

Re: Broadband account info dropped from my EE ID

Eddiestrat11 — Thu, 10 Apr 2025 09:16:51 GMT

Linzi

Yes, I raised a complain and received an email saying my accounts were now linked to my new email. A) They were not linked and B) I did not have a new email!!! The fact you have to raise a complaint to try and get a resolution says a lot about the poor customer service and care provided. When I was with BT, calling the guides on 150 would usually result in a resolution and the guides would always schedule a call back to check! There was accountability!!! Not so, with EE. Calling the guides usually just means the problem is logged somewhere and no idea when or if it will be fixed! I have since had to call again and eventually was told that there was a problem at the "back end" and someone from the "Executive Complaints" dept will call me back within 3 days! i am waiting with bated breath!!