topic Re: I still cannot add my broadband to the APP! in Broadband & Landline

I still cannot add my broadband to the APP!

MrWilks64 — Wed, 10 Aug 2022 15:49:06 GMT

Hi I have spent much time on the phone to the technical team to add my home broadband to the APP where my mobile phone is already added, I have the correct email address, (I only have one email address) and account details, I consistently get an error message, even the technical team couldn't do it! What’s the problem with the process?

Re: I still cannot add my broadband to the APP!

Schockwave — Wed, 10 Aug 2022 15:56:40 GMT

Hello @MrWilks64 ,

Welcome to the community,

If you click on the app you have, then click on the three lines at the top of the app, you should see manage another product, click on it, your home broadband on there, you can then click on it and a message will come up letting you know it will take you to `````My EE online to manage your home broadband and you then have the option to click cancel or ok.

Re: I still cannot add my broadband to the APP!

MrWilks64 — Wed, 10 Aug 2022 16:00:54 GMT

I’ve done all that but unfortunately the option after pressing manage another product still doesn’t allow me to add the broadband to the APP so both products are within the APP, raised a complaint as nobody knows how to do it.

Re: I still cannot add my broadband to the APP!

Schockwave — Wed, 10 Aug 2022 16:05:12 GMT

@MrWilks64 , Do you mean when you click on manage another product it is not there? You cannot add your broadband yourself. I never added mine, it just happened to be there.

How long have you been with EE and had both phone and broadband? It may just take a while before it is there.

Re: I still cannot add my broadband to the APP!

MrWilks64 — Wed, 10 Aug 2022 16:08:31 GMT

Broadband account is there but I have to login again to access and manage the broadband account, the account number for broadband is on the app, but I have to login twice, I just cannot add it to the APP

Re: I still cannot add my broadband to the APP!

XRaySpeX — Wed, 10 Aug 2022 16:18:10 GMT

Don't bother with the app. Do it in your online MyEE > Add Home BB.

@Schockwave : I've always had to add my Home BB myself.

In the newest app there is no 3-bar Menu & Change Product only leads to existing products.

Re: I still cannot add my broadband to the APP!

Schockwave — Wed, 10 Aug 2022 16:12:47 GMT

@MrWilks64 , when I click on manage another product, then click on broadband, I get the option to open in the browser or cancel, click ok and then I do have to log in to manage my broadband in the browser, this happens to everyone, I have just checked for you, same here, there is no other way it can be added on that app, hope this answers your question.

Re: I still cannot add my broadband to the APP!

MrWilks64 — Wed, 10 Aug 2022 16:14:45 GMT

I think that’s what EE need to clearly point out, no point in having an APP if you can’t manage your accounts in one place, defeats the object really! 😉

Re: I still cannot add my broadband to the APP!

Kent-McIntyre — Sat, 23 Nov 2024 14:27:57 GMT

I have the same issue. Was advised to try it on a desktop browser as opposed to a mobile phone however it still "does not recognise account number"! So frustrating in this day and age!

Re: I still cannot add my broadband to the APP!

JimM11 — Sat, 23 Nov 2024 14:38:55 GMT

@Kent-McIntyre Broadband account is 2 letters and 8 digits?