topic Re: EE account in Broadband & Landline

EE account

BabyManatee — Thu, 22 May 2025 15:07:14 GMT

I've moved broadband and TV from Sky to EE, but not 100% sure
I previously had an EE mobile SIM but due to network coverage at locations I was regularly visiting, I moved to another provider and took my number with me.
Fast forward to April this year. I phoned EE to arrange moving broadband and take the EE TV as well. The guide was very helpful and the process seemed to go without a hitch.
Within hours I had received emails from Sky, Now, Apple and an SMS from openreach but nothing from EE.
I downloaded the EE app and found that my previous login worked, great my account has been reactivated I thought. Looked in the app and all it shows was my account was cancelled and I couldn't link my broadband because I didn't have the account number or tracking number.
Back on the phone to EE, to be told that my email address had been entered as .co.uk instead of .com. My email was updated and a Welcome to EE email resent.
Back in the app to link the new account number, to get the message that account number doesn't exist. Maybe I was to quick and need to wait.
The equipment was delivered, so I thought it only 7 days to activation so I must be able to link accounts this time. But no still the same account does not exist message.
Back on the phone to EE, the guide couldn't link my account either, because my EE ID already exists. Suggested I create a new email account just for this, which I say wasn't acceptable.
Final the guide had to fill out a form for the IT department to sort it out but it would take 5 working days taking it to the same day as Openreach installation.
Fibre has been installed today and works so I'm getting something but no live TV on mini box but Pro works, EE TV app says no TV subscription with my account and still can't pair a service via My EE app because for the same reason as previously. Netflix appswant me to create a subscription but that's included in the TV package.
Have not received an emails from EE since the resent welcome.

Why is this proving so difficult?

Re: EE account

JimM11 — Thu, 22 May 2025 17:12:23 GMT

@BabyManatee Everything is so intertwined between account/BB/TV e-mails, and the system is just not the quickest at getting it all going, even though you are now connected, have some form of working system best just leave alone 24-48 hours let it settle and then go address all that is happening issue wise. There have been people waiting over a year to get linked so it either goes smooth or terribly bad. Lets not hope it's the 2nd.

Re: EE account

Christopher_G — Thu, 22 May 2025 17:43:21 GMT

Hi @BabyManatee

You've done the right thing in speaking with our Customer Support guides about your account linking problem. It's also good that the agent raised a ticket with the next level of support.

Hopefully, they can get it all linked and working for you soon. Please keep us updated with what happens.

Chris

Re: EE account

BabyManatee — Thu, 29 May 2025 06:47:58 GMT

An update.

Was unable to activate my Netflix because the system kept asking for a credit card. Another phone call and the nice guide sorted out for me, so I asked for an update on my account issue.

The IT department had tried but had failed and didn't communicate that to me to check things. So another request has had to go in and I am now checking everyday to see if it's been done. Until that's sorted I can not activate my discovery+, because the system doesn't believe I have an TV package or check my bill for the same reason.

Re: EE account

Peter_W — Thu, 29 May 2025 09:15:30 GMT

Thanks for the update on the Netflix issue @BabyManatee.

I'm glad to hear our Guide managed to help you get this resolved 😊

If you've got a ticket open for the further issues, then fingers crossed you should get an update soon; these issues can sometimes take a bit of investigation, but we'll always do our best to get things sorted.

Thanks again for your patience here,

Peter

Re: EE account

BabyManatee — Fri, 30 May 2025 08:51:34 GMT

Another phone call today about the account.

Was told that there was a new tool that allowed the guides to merge the accounts. A few clicks later it's all sorted.

Re: EE account

Peter_W — Fri, 30 May 2025 11:29:18 GMT

I'm really glad to hear you managed to get this sorted with our team @BabyManatee.

Thanks for coming back to let us know too 😊

Peter