topic Re: Pairing broadband problem in Broadband & Landline

Pairing broadband problem

Tony46800 — Sun, 10 Dec 2023 09:54:44 GMT

Hello I've just set up an account with EE. I've been a customer for over two years, but for some stupid reason I still have to set up an account! You'd have thought that would have happened automatically when I became a customer, but no it clearly isn't that simple! Anyhow that isn't my problem, my problem is trying to pair up my mobile phone and broadband with my account. I get an error message pairing my phone (pay as you go sim) and I also get an error message regarding my broadband "code 500" and "Quotaviolation". What the hell is that?

Re: Pairing broadband problem

garywood84 — Sun, 10 Dec 2023 10:03:11 GMT

As, it seems, with most of EEs software tools, connecting accounts doesn't work. You'll need to contact 150, where a member of the support team will fill in a form for a back office team to action the linking of your accounts within 72 hours.

I had to do this recently, after moving to EE Broadband from BT, and initially having two accounts so that I had to log in to one for my broadband and the other for the mobile.

Re: Pairing broadband problem

Tony46800 — Sun, 10 Dec 2023 10:32:58 GMT

Thanks but what a ball ache. I'm really not happy with EE. No problems with their broadband, but anything to do with accounts etc is rediculous and not something I would expect from such a large company. very shoddy

Re: Pairing broadband problem

garywood84 — Sun, 10 Dec 2023 10:44:00 GMT

I agree mate. I just moved over from BT to EE, on the promise of better WiFi, because it's WiFi6. Admittedly, the WiFi is much faster, but everything else is worse:

no DDNS capability on the router
can't pay by recurring card payment
the Advanced Digital phones have lost their Alexa capability because it's incompatible with the hub
the app is broken so I can't manage the WiFi from it

I've made a formal complaint and am expecting my complaint manager to call me back today. I'm still in the cooling off period so may well just go back to BT for now.

New EE isn't ready for prime time and we are all paying for the privilege of being it's beta testers.

Re: Pairing broadband problem

Tony46800 — Sun, 10 Dec 2023 10:47:01 GMT

Funnily enough I've just tried again online and it actually worked this time!! I finally have my account set up without having to call them 😀

Re: Pairing broadband problem

garywood84 — Sun, 10 Dec 2023 11:10:49 GMT

@Tony46800 Glad to hear it's worked for you. Fingers crossed you don't hit any more snags...

Re: Pairing broadband problem

XRaySpeX — Sun, 10 Dec 2023 14:20:28 GMT

@garywood84 wrote:

can't pay by recurring card payment

You can in your MyEE for BB: MY PAYMENTS > Change payment details > Edit Payment Method > Select your preferred payment method.

Direct Debit
Debit Card - Recurring card payment (Visa Debit, Electron, Maestro, Debit MasterCard)
Credit Card - Recurring card payment (Visa, MasterCard)

Re: Pairing broadband problem

garywood84 — Sun, 10 Dec 2023 18:56:26 GMT

Thanks, @XRaySpeX. I can't find the right page, though, and trying to follow the links you included leads to errors. Would you be able to tell me, please, how to get to the relevant page from the EE homepage at ee.co.uk?

Re: Pairing broadband problem

XRaySpeX — Sun, 10 Dec 2023 19:01:41 GMT

@garywood84 : Login to the MyEE that holds your BB a/c then Home > Manage your broadband > MY PAYMENTS > Change payment details > Edit Payment Method > Select your preferred payment method.

Direct Debit
Debit Card - Recurring card payment (Visa Debit, Electron, Maestro, Debit MasterCard)
Credit Card - Recurring card payment (Visa, MasterCard)

Re: Pairing broadband problem

garywood84 — Mon, 11 Dec 2023 00:39:43 GMT

Thank you, @XRaySpeX, but I can't nagivate to the page you refer to. When I click to manage payments in my accoutn, I get this error:

I am logged in, and the options at the top right of the page are to log out! If I follow the login link in the error message, it takes me back to the usual login screen, but then still says I'm not logged in if I try to manage payments.

Another bug in EE's systems!

Re: Pairing broadband problem

Christopher_G — Mon, 11 Dec 2023 08:00:40 GMT

Hi @garywood84

I'm sorry that you're having this problem. Could you try this on a different device or browser please?

Chris

Re: Pairing broadband problem

garywood84 — Mon, 11 Dec 2023 08:35:23 GMT

Thanks @Christopher_G - I'd already tried it on my phone and my computer, and on both devices in Incognito as well as regular mode. I've just tried it with a completely different browser on my work machine, and get the same result.

I also notice that I can't download my latest bill: I click the download link and nothing happens. If I switch to the mobile side of my account, I can download those bills fine.

Re: Pairing broadband problem

Christopher_G — Mon, 11 Dec 2023 09:15:09 GMT

OK, thanks @garywood84

I recommend speaking to our broadband support team so they can look into this for you.

Chris

Re: Pairing broadband problem

XRaySpeX — Mon, 11 Dec 2023 14:02:06 GMT

@garywood84 : Are you using your online MyEE, not the app?

Re: Pairing broadband problem

garywood84 — Mon, 11 Dec 2023 19:43:06 GMT

@XRaySpeX Yes mate - I'm logging in via www.ee.co.uk, then navigating to the Broadband section, and clicking the Bills and Payments link. It generates an error that says I'm not logged in.

Re: Pairing broadband problem

XRaySpeX — Tue, 12 Dec 2023 15:33:15 GMT

@garywood84 : "Manage Payments" wasn't a step on the path I showed you. Show us the page you are leading this from.

Re: Pairing broadband problem

garywood84 — Tue, 12 Dec 2023 19:18:21 GMT

Thanks, @XRaySpeX.

I can't follow exactly the path you suggested. I get to "Manage your Broadband" but then on the next screen, there is only an option to select Mobile or Broadband. I select Manage Broadband there and the screen I see then doesn't have an option called "My Payments":

The option I tried to use instead was Home > Bills and Payments > Change How You Pay:

Re: Pairing broadband problem

XRaySpeX — Tue, 12 Dec 2023 19:25:07 GMT

OK, @garywood84 , it must be diff for New EE BB, more integrated & combined into MyEE.

Re: Pairing broadband problem

garywood84 — Tue, 12 Dec 2023 19:32:06 GMT

Well, perhaps that's the intention, @XRaySpeX, but as with almost everything else about "New" EE, it's not working!