topic Re: Re: I want to marge my 2 ee accounts together in Broadband & Landline

Re: I want to marge my 2 ee accounts together

LN25 — Thu, 27 Oct 2022 10:44:06 GMT

I have the same issue, two accounts, one for broadband, one for mobile, both contracts, both with my email address but I can't see my broadband when I'm logged into my mobile. Any ideas how to resolve? Thanks

Re: Re: I want to marge my 2 ee accounts together

James_B — Thu, 27 Oct 2022 11:00:56 GMT

Hi @LN25,

Welcome to the EE Community. 🙂

To add your broadband account in My EE online, please select Account Settings > Manage your EE accounts online > Add home broadband.

Hope this helps.

James

Re: Re: I want to marge my 2 ee accounts together

LN25 — Thu, 27 Oct 2022 11:23:16 GMT

Fantastic, I've found the right place to add the broadband account. But I've added my details and it says my personal details are incorrect - which they are not. Any advice how to resolve this?

Re: Re: I want to marge my 2 ee accounts together

James_B — Thu, 27 Oct 2022 11:28:46 GMT

Hi @LN25,

Did it highlight which piece of information was incorrect?

James

Re: Re: I want to marge my 2 ee accounts together

LN25 — Thu, 27 Oct 2022 13:03:58 GMT

It just says:

Your personal details don't match the ones we have, please try again

Re: Re: I want to marge my 2 ee accounts together

James_B — Thu, 27 Oct 2022 13:16:26 GMT

Are you entering the same details you provided when signing up to EE Broadband @LN25?

James

Re: Re: I want to marge my 2 ee accounts together

XRaySpeX — Thu, 27 Oct 2022 14:11:20 GMT

@LN25 : It wants your personal details as already registered with EE for BB & is doing a security check. There's 1 thing in particular to be careful of when supplying your BB personal details.

The "Contact Email Address" requested when filling in the Home BB details is not necessarily the same as the email addy used as the username of the MyEE a/c being created or added to. It is the email addy EE already has on record for you for BB.

Re: Re: I want to marge my 2 ee accounts together

LN25 — Thu, 27 Oct 2022 15:19:15 GMT

Many thanks @XRaySpeX and @James_B I've had to resort to phoning for help. It turns out my broadband account was set up with an alternative email address (I'd forgotten this fact) as the original EE customer service person was unable to register my correct email. I've found a very patient person who is helping me try to resolve this. Really appreciate your quick and helpful responses.

Re: Re: I want to marge my 2 ee accounts together

James_B — Thu, 27 Oct 2022 15:23:17 GMT

Glad you got it sorted @LN25 🙂

James

Re: Re: I want to marge my 2 ee accounts together

XRaySpeX — Thu, 27 Oct 2022 15:29:41 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.