topic Re: Can’t add home broadband to MyEE in Broadband & Landline

Can’t add home broadband to MyEE

KevinJ76 — Fri, 14 Apr 2023 18:19:31 GMT

Well I’ve just gone through the process of trying to add my broadband account to the EE App and guess what - EE SUCKS!

I got sent a code, entered it, got “Sorry, something’s gone wrong our end”, tried again, same message, tried adding via bank account, same message, went back to trying with mobile and asked for a new code - it sent the same code again.

EE, how about rather than making things look pretty, you actually make things work. My partner had new fibre broadband from EE today, tried adding the router and keeps being told that it’s not an EE router (it is, ugly white lump with glaring LED ring and EE above it), kind of wishes he hadn’t switched from BT to EE now as at least their apps work.

Re: Can’t add home broadband to MyEE

XRaySpeX — Fri, 14 Apr 2023 18:38:41 GMT

It wants the BB's owner's personal details as already registered with EE & 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 the BB's owner.

You say its your partner's new BB. Perhaps they never registered it when ordering BB against your email addy.

Re: Can’t add home broadband to MyEE

KevinJ76 — Fri, 14 Apr 2023 20:10:37 GMT

Hi,

in relation to adding my home broadband to my account, it is the correct email address, it’s the one I have always used with EE.

personally I think their code system is on the blink as when I requested a new code to be text to me, it sent me the same code as before.

We managed to add my partner’s router to his app, however the speed test option isn’t working, it may be a glitch.

Re: Can’t add home broadband to MyEE

XRaySpeX — Fri, 14 Apr 2023 20:22:54 GMT

@KevinJ76 wrote:

in relation to adding my home broadband to my account, it is the correct email address, it’s the one I have always used with EE.

But your email addy isn't your partner's email addy which they would have registered with EE when they ordered BB. Anyway it's not your Home BB.

Re: Can’t add home broadband to MyEE

KevinJ76 — Sat, 15 Apr 2023 06:32:53 GMT

It’s 2 separate issues

1. the adding the broadband to My EE is my EE broadband account on my app using my email address, phone number and bank account. The fact when I request a new code it sends me the same one makes me think EE are messing up.

2. The Speedtest issue is my partners EE Broadband on his EE Home app, not anything to do with my broadband or my app or my account. Just both having issues with EE on our respective accounts and apps.

Re: Can’t add home broadband to MyEE

BillEE1 — Tue, 07 Nov 2023 20:24:56 GMT

Totally with you on this. I have exactly the same issue. Did you ever get it fixed?

Re: Can’t add home broadband to MyEE

alex0107 — Mon, 13 Nov 2023 22:52:05 GMT

Same!

Re: Can’t add home broadband to MyEE

James_B — Tue, 14 Nov 2023 08:56:01 GMT

Hi @alex0107,

Welcome to the EE Community. 🙂

What happens when you try to add your home broadband account to the EE app?

James

Re: Can’t add home broadband to MyEE

XRaySpeX — Tue, 14 Nov 2023 09:22:11 GMT

@alex0107 , @BillEE1 : It's a common confusion but do you have fixed BB or a mobile router? You only need the a/c no. for fixed BB. To link a mobile router it is treated as a mobile & so you just need its SIM's mobile no.

Re: Can’t add home broadband to MyEE

BillEE1 — Tue, 14 Nov 2023 09:47:15 GMT

Hi.Thanks for trying to help. It is fixed home BB on a white router box delivered last month and running well.

EE support (150?) confirmed that I am using the right details,and can do no more. It is currently on a "ticket" waiting to be fixed by "technical".

Everyone is very nice, but there is no progress. Do you know of any other way I can see th BB details, outside of MyEE.

Thanks

Re: Can’t add home broadband to MyEE

XRaySpeX — Tue, 14 Nov 2023 10:09:11 GMT

@BillEE1 : What BB details?

Re: Can’t add home broadband to MyEE

BillEE1 — Tue, 14 Nov 2023 10:16:33 GMT

The details are the Account number, my DOB, my internet address, and when that doesn't work, the last four digits of my bank account., which also fails. An identical experience to KevinJ76 on this forum.

Re: Can’t add home broadband to MyEE

XRaySpeX — Tue, 14 Nov 2023 10:21:47 GMT

@BillEE1 : Your IP addy can be seen from your router.

Re: Can’t add home broadband to MyEE

BillEE1 — Tue, 14 Nov 2023 10:31:35 GMT

Hi. I'm not particularly an expert on routers. Are you saying it's a problem, and if so, what is the fix?

Re: Can’t add home broadband to MyEE

XRaySpeX — Tue, 14 Nov 2023 10:38:26 GMT

@BillEE1 : I never said there's any problem. You asked for where to find various info & I told you 1 of them.

Re: Can’t add home broadband to MyEE

BillEE1 — Tue, 14 Nov 2023 10:41:56 GMT

That's absolutely fine.

Re: Can’t add home broadband to MyEE

Camlan — Tue, 14 Nov 2023 13:20:40 GMT

Same problem here. Recognises the account and then this is what I get:

We need to check a few things

Give us a call to confirm your identity.

Call 150 from your EE mobile or 0800 956 6000 from any other phone to chat to an advisor and get your products linked.

Stop linking for now

I have rung and the advisor couldn't do it either. The issue has been passed to the technical team apparently.

Re: Can’t add home broadband to MyEE

PGH14 — Wed, 29 Nov 2023 14:02:39 GMT

Yes same problem for me since I moved my BB from BT (at their behest) over two weeks ago. I have two EE mobiles and an account number for them, but I can't access or merge my BB account, which means I can't currently get any additional benefits. I have spoken to EE numerous times and have been told it is an ongoing technical fault and then on Friday I was told it was with the proper team who will sort it out by today. Still no access, however.

Re: Can’t add home broadband to MyEE

BillEE1 — Wed, 29 Nov 2023 14:54:34 GMT

For a company that is claiming to be offering the very best service, this is appalling. I have been waiting a few weeks now, the problem has been lodged with technical for most of that time on a ticket, for tracing purposes, although the support people are very pleasant, I am starting to feel that there is something really odd going on here. I get calls every couple of weeks to tell me that they are still working on it, but don’t hold your breath. I’m happy to put up with it for a while longer, but will soon lose my patience. Especially since their chief exec is making such positive noises about wonderful things we will get from the merger!

”

Marc Allera, CEO of EE, says:

“Today we’re incredibly proud to be launching a new platform for the UK, open to anyone”

Re: Can’t add home broadband to MyEE

RobJP — Sat, 15 Jun 2024 11:59:02 GMT

Did you ever get this issue fixed?

I'm still experiencing the exact same issue of Something's gone wrong at our end, please try again later after inputting the code they sent me. It's now 2024 and the issue isn't fixed.

The whole EE website is shockingly bad. I can't even look at broadband deals when logged in or phone deals.