topic Re: Manage broadband - sorrry… in Broadband & Landline

Manage broadband - sorrry…

Ronweston — Sat, 22 Mar 2025 20:52:19 GMT

can anyone advise please?

Re: Manage broadband - sorrry…

XRaySpeX — Sat, 22 Mar 2025 21:29:52 GMT

What are you trying to do with the app? Can't you do it on the router itself? Have you tried using your online MyEE a/c?

Re: Manage broadband - sorrry…

Ronweston — Fri, 11 Apr 2025 15:25:36 GMT

First off please accept my apologies for taking so long to respond; I appreciate you time in doing so

I have the problem still, and will try to provide more information that answers your questions

If I log into my account (on ee.co.uk for instance) and try Manage Products (see below)….

I get the error (below)….

Another example would be if I try clicking this

https://ee.co.uk/plans-subscriptions

https://ee.co.uk/shop/broadband/upgrade

I mention all these as they are all links that have come from EE via online offerings and mail campaigns

I also mention as the same links work for my wife

My wife’s phone shows her “plans screen”

I’m trying to get a feel for what the community can do to help fix or advice and experience

Callling EE in the past has yielded “we will get back to you” with no reply, or inability to solve. I gave up in the end (half hour phone calls)

See below

Any advice greatly appreciated

What can I do?

Re: Manage broadband - sorrry…

XRaySpeX — Fri, 11 Apr 2025 16:24:11 GMT

Have you linked your BB to your MyEE a/c? To do that you would've needed your BB a/c no. (beginning "GB").

What is it you actually want to do once you get Manage Products working?

Re: Manage broadband - sorrry…

Ronweston — Sat, 12 Apr 2025 07:13:24 GMT

Hi again

I got the GB number from my laters bill, tried to link

account and get the following error

basically I want to manage my broadband to see what options are available to me, (from their marketing mailshots) ie early upgrading products, Wi-Fi 7, etc, and try to understand more about what the “Full Works Is” (£96) per month.

Re: Manage broadband - sorrry…

Michael_D — Sat, 12 Apr 2025 09:35:24 GMT

Hi @Ronweston

Thanks for sharing what you are seeing.

If you are seeing that error, it would need our tech guides to have a look at it further and help to get it linked.

I know you've mentioned speaking to our teams previously, but in this instance it would need them to get into your account to resolve this.

Michael

Re: Manage broadband - sorrry…

Ronweston — Sun, 13 Apr 2025 06:28:38 GMT

Hi Michael

ok, ill follow your advice and tty that route once more. If I discover anything useful along the way, I’ll report back

Thanks

Re: Manage broadband - sorrry…

Michael_D — Sun, 13 Apr 2025 07:47:51 GMT

I hope they are able to get it sorted for you this time @Ronweston.

Michael

Re: Manage broadband - sorrry…

Ronweston — Mon, 28 Apr 2025 16:58:47 GMT

So I called on 16th told it was as a technician issue. I’ll hear back in 5 working days

nope nothing

just calling again now …

still same issue.

Re: Manage broadband - sorrry…

Ronweston — Mon, 28 Apr 2025 16:59:44 GMT

I’m trying to be patient- what is the escalation process if again I get nowhere?

Re: Manage broadband - sorrry…

Ronweston — Mon, 28 Apr 2025 17:23:04 GMT

42 mins and counting…..

Re: Manage broadband - sorrry…

Ronweston — Mon, 28 Apr 2025 17:25:12 GMT

Been in so long the ON-HOLD music stopped

Re: Manage broadband - sorrry…

Ronweston — Mon, 28 Apr 2025 17:27:35 GMT

Cut off at 47 mins

Re: Manage broadband - sorrry…

Woody111 — Mon, 28 Apr 2025 18:06:19 GMT

Same here so many of use.

Been in contact with EE been told will take 7days to fix,

Told today will be sorted 2nd of May

All I want todo is look at my account,ie BILLING.

No-one can sort it on here. Need IT.

BUT ,think the app and website are rubbish.

Re: Manage broadband - sorrry…

Christopher_G — Tue, 29 Apr 2025 11:27:23 GMT

Hi @Ronweston

Have you managed to get in touch to speak with our Customer Support team since you posted?

Chris

Re: Manage broadband - sorrry…

Woody111 — Tue, 29 Apr 2025 11:49:48 GMT

Yes, we contacted before I put any post on here and was told the same. Got to wait until the 2nd May

So having to wait.

Plus, now my posts are being removed because all I’m asking is how many people are having the same trouble?.

Re: Manage broadband - sorrry…

XRaySpeX — Tue, 29 Apr 2025 12:27:22 GMT

@Woody111 : Look in your Profile from your avatar at top R of any Community page or at the top of any of your posts to see all your posts.

Re: Manage broadband - sorrry…

Ronweston — Tue, 29 Apr 2025 13:05:42 GMT

Hi Christopher, thanks for taking the time to reply. It’s appreciated

I haven’t made a call since last night when I got cut off after 47 minutes. To be honest it’s really hard for me to commit so much time to make such long calls. What I really want is someone to call me and take the problem on board and call back when it’s done.(or question)

Hanging on the line for so long is pretty soul destroying, but it seems without that there’s no accountability for the problem, but of course it all falls apart when you get cut off. And then a deep breath before you call somebody who has to get up to be with the problem all over again.

Ill call tomorrow

any thoughts?

Re: Manage broadband - sorrry…

Woody111 — Tue, 29 Apr 2025 15:03:36 GMT

My road has taken me to EE Executive Complaints.

they phone you back so when you’re on the phone next time just ask them to put you through to the executive complaints department and they will sort it for you. My problem has been merging my BT account with the EE account. It’s all Got to be done manually .we’ll need someone to press the buttons.

[Post edited]

Re: Manage broadband - sorrry…

Christopher_G — Tue, 29 Apr 2025 15:05:27 GMT

I'm sorry to hear that, @Ronweston.

If you fill in the complaint form on this Make a Complaint page, our complaints team will look into this and contact you back to discuss it.

I hope it's all sorted for you soon. Please keep us posted on what happens.

Chris