topic Re: Merge accounts in Broadband & Landline

Re: Merge accounts

moscab — Tue, 07 Nov 2023 14:50:44 GMT

Hi,
I've got the very same issue and so far I've got mixed responses either from the EE chat advisors or by calling 150.
I've got a EE mobile contract (with two mobile SIMs) for quite a while now and I just contracted EE Broadband.

To my surprise I've been told there's no way of merging both accounts and have it all in one bill.
Not sure what to think about this, it sounds ridiculous that I have to pay for these two services separately?

Re: Re: Merge accounts

XRaySpeX — Tue, 07 Nov 2023 15:07:31 GMT

@moscab : You may merge your EE BB a/c with your EE mobile a/c's under the same MyEE for the purpose of managing them. However you will still have 2 separate bills as their billing is kept separate.

Re: Re: Merge accounts

moscab — Tue, 07 Nov 2023 15:14:01 GMT

I understand bills are kept separated but I don't seem to be able to merge anything.

When going to my BB account, trying to link mobile account throws an error.
When going to my Mobile account, trying to link BB account throws an error as well.

Both errors state that the account is already linked

Re: Re: Merge accounts

XRaySpeX — Tue, 07 Nov 2023 15:22:35 GMT

@moscab : What do you mean by "When going to my BB account" then "When going to my Mobile account"? Are you saying you have created 2 separate MyEE a/c's with their own email addys? You should just need 1 MyEE as an umbrella for both. You now might need to call CS to delete the separate MyEE BB a/c you have created & then link your BB to your existing MyEE that holds your mobile a/c's.

Re: Re: Merge accounts

moscab — Tue, 07 Nov 2023 15:30:35 GMT

@XRaySpeX I haven't created anything on my own. This was all done by EE.

When I signed up for EE broadband I was given an account number.
I then thought I could use it to link EE BB to my existing EE Mobile but got that error.
I phoned EE straight away and it was at that time when they told me the email address is different in both accounts.
so I would have to keep both email addresses to manage these.

Re: Re: Merge accounts

XRaySpeX — Tue, 07 Nov 2023 15:38:04 GMT

@moscab : Sorry, you don't need 2 MyEE's & 2 email addys. You just needed to link the BB a/c, using the BB a/c no. you were given, to your existing MyEE holding your mobile a/c's.

Re: Re: Merge accounts

moscab — Tue, 07 Nov 2023 16:23:44 GMT

@XRaySpeX thanks for the reply and yes that's what I tried to do in the first place with no success at all.
Unfortunately simple things turn out to be a nightmare to deal with.

This is the convo that supports my complaint:

Re: Re: Merge accounts

Claire2891 — Fri, 11 Oct 2024 22:26:19 GMT

I have just joined EE mobile first and then broadband and I’m getting the same have you managed to update this yet?

Re: Re: Merge accounts

xerobiggs — Fri, 11 Oct 2024 22:39:31 GMT

Mines still isn’t sorted, I’m just gonna switch broadband provider next month when my contracts up. Never managed to get anyone that could solve it. Even when someone told me to DM them here it turned out they couldn’t solve it either.

Re: Re: Merge accounts

Peter_W — Sat, 12 Oct 2024 07:47:56 GMT

Good morning @Claire2891.

Welcome to the EE Community!

Could you please let us know a bit more about the sort of issues you've been encountering when trying to log in?

Usually a merge request would only be required if you have separate login emails for mobile and broadband and want these both brought under a single login.

Peter

Re: Re: Merge accounts

Claire2891 — Sat, 12 Oct 2024 08:21:20 GMT

Good morning Peter,

My mobiles and broadband have two different registered emails and are separate, I have tried to merge and it says can not do it as it’s registered on another account. At first I could only see my mobiles on the app and I called Tech support and they said they had merged them and to give it 24hrs.

it's been a week now and my broadband is on the app but my phones are not. I still have to log in with two different emails to see each service separately and they are now saying they are unable to fix it and I’m not entitled to the unlimited data as it won’t allow them to add it as it’s Separate.

Re: Re: Merge accounts

Peter_W — Sat, 12 Oct 2024 08:36:09 GMT

Thanks for taking the time to explain all of that for me @Claire2891.

This is definitely something we should be able to complete provided the details on both accounts match perfectly.

If there are any discrepancies in the details though, for example a spelling mistake or one account being in a maiden name and another in a married name, a merge will fail.

I'd definitely recommend getting back in touch with our team, and they'll be able to have another check over everything and make sure we've looked into every option we can.

Alternatively, if you feel like you're making no progress with this route, you can also raise this directly as a complaint with our dedicated complaints team.

Peter

Re: Re: Merge accounts

moscab1 — Sat, 12 Oct 2024 09:25:59 GMT

After a lot of calls to CS I just gave up and run the mobile and broadband bills separately. Once the contract is finished I will move it all from EE to another competitor as the idea of having two separate emails for the same provider is killing me. Also I don’t like the mobile management page I find it horrible to navigate and access things like setting a cap.

both accounts are on my name, same address, etc. but they are unable to do such simple thing and now fed up of dealing with their false hopes.

Re: Re: Merge accounts

moscab1 — Sat, 12 Oct 2024 09:27:26 GMT

It never worked mate. no matter what you ask, they just say it will be solved in 24 hours and then nothing..

Re: Re: Merge accounts

Claire2891 — Sat, 12 Oct 2024 14:32:11 GMT

Yeah, I will try it once more and if it’s not sorted by the time I’m close to my 14 days cooling off period I will end my contract. I’m not staying for 24 months if they can’t figure it out.

Re: Re: Merge accounts

Peter_W — Sun, 13 Oct 2024 07:29:54 GMT

Thanks @Claire2891, I'll keep everything crossed you manage to get this sorted 🤞

Please keep us posted on how you get on, too!
Peter

Re: Re: Merge accounts

MairiMc — Mon, 11 Nov 2024 18:16:04 GMT

I have just been told the same thing on a call back from an agent. They simply can't merge my mobile and BB to one login. I have no need to merge the bills, but the app gives functionality to both accounts like gifting data on mobiles and WIFI controls on BB. It's a first world problem logging in and out, but the app implies it's possible.

Multiple agents have tried online and offline to rule out all reasons, such as my email still being associated with my BT ID, but have now said they have exhausted all possible ways, it's a known issue with some accounts and suggest I wait a couple months and try to merge them again. But having found this thread it doesn't seem like it'll ever get fixed.

The only thing I suggested was to completely delete the BB account and start again with a new account, they were not keen as they said it might not fix the problem.

Re: Re: Merge accounts

Kevowen — Wed, 11 Dec 2024 13:30:21 GMT

Same here. Switched my mobile over a month before the BB came over but to get EE TV I had to register using a different email address although when setting up the BB they used the email address on my Mobile account.

When chatting I was told that she would have to send a request to the tech department who could merge the accounts so that it would be one app rather than two but the bills would be seperate.

Still waiting.