topic Re: Unable to link broadband / tv account to my ee app in Broadband & Landline

Unable to link broadband / tv account to my ee app

MIKKSTER1 — Sat, 03 Oct 2026 15:55:44 GMT

Ive have been trying for several weeks now to sort out an issue. I am unable to see my EE broadband/ TV account on my EE App or online.

I have spent 5 calls one lasting over an hour to Ee and its still not fixed.

I lost the ability to access my broadbamd bills etc 3 weeks ago and no one at EE has fixed it.

Ive tried linking the accounts online and all i get is an error message and to try later

Anyone had similar issues

Re: Unable to link broadband / tv account to my ee app

XRaySpeX — Sat, 03 Oct 2026 16:06:10 GMT

Do you have your BB a/c no. of the form 'GB' followed by 8 digits? You link BB using that.

Re: Unable to link broadband / tv account to my ee app

JimM11 — Sat, 03 Oct 2026 16:38:26 GMT

@MIKKSTER1 If it was all working before for both the App / Online then you lost it all 3 weeks ago for both, EE CS is really the place for you to start with.

Re: Unable to link broadband / tv account to my ee app

MIKKSTER1 — Sat, 03 Oct 2026 18:22:59 GMT

I do and have tried to link 100 million times. All i get is an error message. Have called EE CS 5 times now and its still not working.

I am at my wits end with it.

Re: Unable to link broadband / tv account to my ee app

MIKKSTER1 — Sat, 03 Oct 2026 18:24:07 GMT

I have rang EE CS 5 times. The last time we spent over an hour.. and guess what. Still not resolved.

I really cant get my head round it.. something so simple..

Re: Unable to link broadband / tv account to my ee app

JimM11 — Sat, 03 Oct 2026 18:28:03 GMT

@MIKKSTER1 Hopefully i read your post correct and if i did so both going at the same time is what is strange, could see the app failing as it can be real oopsy when they do the updates, but online is normally rock solid, and shows what is required when you get on.

Re: Unable to link broadband / tv account to my ee app

MIKKSTER1 — Sun, 04 Oct 2026 08:50:59 GMT

Tried online several times as well as via the app. All I get is this after I’ve put my account number on

Re: Unable to link broadband / tv account to my ee app

Ali_A — Sun, 04 Oct 2026 10:02:06 GMT

Hi @MIKKSTER1

When you called customer service, did the technical team raise a ticket for this to be corrected and fixed by the backend team?

Ali

Re: Unable to link broadband / tv account to my ee app

MIKKSTER1 — Sun, 04 Oct 2026 12:38:28 GMT

I did. 5 times. Still not fixed. Fed up of ringing them

Re: Unable to link broadband / tv account to my ee app

Janner64 — Mon, 05 Oct 2026 12:15:42 GMT

Hi Mikkster1

I am going through identical issues having transferred my Broadband to EE 4 weeks ago. I was already with EE mobile

Two accounts were mistakenly set up using my same email address for Broadband & Mobile. I have had 3-4 phone calls a week with the Technical Team in Plymouth trying to sort this. I can now see both accounts are linked in one place but did not receive a follow up phone call from the EE representative who was scheduled a call to check in.

Unfortunately, like you, since then, the EE website keeps crashing when I try to access various 'Manage' tabs (Phone / TV / Broadband) with the text message:

{"message":"Request Header Fields Too Large"}

or gives this message when trying to access Mobile tab

Or get this when I try to 'view my bill':

The EE App on my phone simply won't let me in at all, after going through the Log-In procedure, but just offers a SORRY, THERE SEEMS TO BE A PROBLEM.. message ("Visit the EEWebsite" !!??!!)

I am increasingly regretting this switch, and sympathise with the OP. Hope you get it sorted.

Re: Unable to link broadband / tv account to my ee app

JimM11 — Mon, 05 Oct 2026 12:18:14 GMT

@Janner64 You need EE to sort it all out, Mobile/Broadband do co-exist on the one account ID so you can logon and flip between either to look see, but if not setup correctly EE end never going to work as complaints to that fact on the Forum.

Re: Unable to link broadband / tv account to my ee app

Janner64 — Mon, 05 Oct 2026 12:31:57 GMT

Thanks for the advice.

I have been on 9 phonecalls with EE the past 14 days (including a 40 min call this morning), and it is still not working.

The response to Mikkster1 was simply to show solidarity and let them see they are not alone with these similar issues, and EE's inability to sort the problems efficiently.

Re: Unable to link broadband / tv account to my ee app

JimM11 — Mon, 05 Oct 2026 12:35:39 GMT

@Janner64 But it's been that way on the Forum reports for years, so nothing new.