topic Re: FIXED Unable to use the manage Broadband section on the app. in Broadband & Landline

FIXED Unable to use the manage Broadband section on the app.

SmudgeSeghill — Mon, 14 Sep 2026 18:25:39 GMT

I transferred over to EE from BT ON 31st July 2026 and had an issue with not being able to manage my Broadband on the App. It has taken until today 14th September 2026 to finally have the issue resolved. I spoke with quite a few people during this time but every single person I spoke to on the technical team were fantastic and helped me as much as they personally could. Unfortunately there was more than one issue causing the problem and every time they fixed the issue raised by the tech' team another issue would prevent the app working. Eventually after what has seemed like for ever all the issues were fixed.

If you find you have this issue do what I did and raise a complaint so you had someone from the complaints team keeping in touch with you and letting you know as well as the tech' team what is happening. You may get frustrated but believe me keep your cool, speak to the team at EE with respect and you will eventually get the issue solved. I found that I did not have to keep calling EE as they constantly phoned me trying to get the issue resolved. I just want to say a massive thank you to Tech Team 2 at Newcastle for their perseverance in resolving the issues found on the App and also a massive thank you to the complaints team for their part in also getting this issue resolved for me.

Re: FIXED Unable to use the manage Broadband section on the app.

SmudgeSeghill — Wed, 26 Aug 2026 16:54:49 GMT

I migrated over from BT to EE on the 31st July 2026 and can not manage my broadband on the app. I have phoned up 5 times regarding this and had fantastic service from the people I have spoken to about it. Every one of them confirmed that there was an issue regarding my old BT Broadband account still showing as open and causing the issue. The people I spoke to all said they could not resolve the issue themselves and apparently forwarded the issue onto another team which I can not speak with.. I have sent screen shots of the message on the App and this has been forwarded onto this invisible and uncontactable team. I have even registered a complaint on line and again sent the screen shot with the message saying my broadband can not be downloaded onto the app. I still have no way of managing my broadband on the App and have had no feedback or calls to try and resolve this issue. This is obviously a common fault for people migrating over from BT to EE and has been for a couple of years. So why is this issue not been resolved so it does not keep happening. To say I am disappointed is an understatement as I did not have a single issue with BT for the 20 years I had been with them.

Re: FIXED Unable to use the manage Broadband section on the app.

Ali_A — Thu, 27 Aug 2026 07:19:27 GMT

Hi @SmudgeSeghill

You've taken the right steps contacting our technical team about the issue your facing. Once they have resolved this they will be in touch to let you know.

We do take complaints seriously and follow a strict process to ensure your issue is handled properly from start to finish. If you've raised a complaint, the team will work hard to find a resolution.

Ali

Re: FIXED Unable to use the manage Broadband section on the app.

SmudgeSeghill — Mon, 14 Sep 2026 18:32:53 GMT

Finally got fixed today. Tech' Team2 at Newcastle have been amazing in getting this complicated and frustrating problem resolved as there was more than one issue causing problems. The complaints team have also been fantastic by keeping on top of this for me. Both teams constantly phoned me and every one I have spoken to has been amazing in helping to get it finally resolved.

Re: FIXED Unable to use the manage Broadband section on the app.

Alex_H — Tue, 15 Sep 2026 07:24:15 GMT

Hi @SmudgeSeghill,

Thanks for coming back to update us on the EE Community and share your experience with getting help with the issue you were having managing your broadband account in app. It is great to hear that our teams were working consistently to get it sorted and communicating with you throughout until it has now been fixed.

Alex