topic Re: Unable to link broadband in Broadband & Landline

Unable to link broadband

maarv — Tue, 05 Dec 2023 17:11:01 GMT

Hello,

I just purchased a new package and got sent a link to create an EE ID under my package. I did this but then it wouldn't let me login to the account. I tried resetting the password and it said account didn't exist. I then went to create a new account and when I try to link my broadband to an account it says it's already linked to an existing account.

Please can someone assist with unlinking from the account I can't access to my new account?

Many thanks!

Re: Unable to link broadband

John-C — Tue, 05 Dec 2023 19:33:08 GMT

Hi @maarv, sorry you're having some issue with the EEID. We'll be happy to help you with this.

I've sent you a Private Message so you can get in touch with the Mod team.

Cheers

John

Re: Unable to link broadband

maarvv — Tue, 02 Jan 2024 17:20:46 GMT

DISCLAIMER: This is my previous post. I was previously talking to Neil-O about this issue before my account got deleted. I am still unable to link my broadband to my account.

Hello,

Please can someone assist with unlinking from the account I can't access to my new account?

Many thanks!

Re: Unable to link broadband

foo123 — Sun, 21 Jan 2024 14:46:09 GMT

Is linking a broad account be fixed on this year, i.e. 2024 or perhaps year 2025 onwards?

Re: Unable to link broadband

Maarvvv — Fri, 26 Jan 2024 16:56:02 GMT

Hello again, @John-C & @Neil-O ,

I have created a new EE ID successfully however I got the error to call up support as there was an error linking my account number. So 1 step further at least! They have created a ticket on their end for the tech team to manually link it. I'm not sure if you have coverage on that but if you could let them know the issues we have faced so far and keep track of the ticket that'd be greatly appreciated. Enjoy your weekends! 🙂

Re: Unable to link broadband

Neil-O — Mon, 29 Jan 2024 16:55:06 GMT

Hi @Maarvvv No worries, I'll get back to when I've an update on that ticket.

Neil

Re: Unable to link broadband

isajazarosco — Mon, 05 Feb 2024 21:58:31 GMT

Did you get this fixed. We have the same issue. Contacted ee 3 times and noone can help!?!?

Re: Unable to link broadband

Maarvvv — Mon, 05 Feb 2024 22:03:06 GMT

Hi there,

No I still haven't had this fixed. Really poor performance from the IT team. It's just issue after issue, I really regret transitioning over now. My best advice is get a chat line open with one of the forum support team and raise the issue. Here's to hoping it's done by end of Feb 😛

Re: Unable to link broadband

muffs — Fri, 23 Feb 2024 18:11:50 GMT

Having experienced EE Service linking issues myself, migrating from BT to EE and having had the EE online linker reject 4 notified account numbers.

The solution in my case was to substitute 02 in place of the two leading alpha characters (GB).

EE staff themselves were not aware of the alpha character complication as they do not use them internally.

Hope this helps.

Re: Unable to link broadband

Bexter56 — Fri, 23 Feb 2024 18:19:04 GMT

Hi. Thanks for your reply . I'm EE to new EE.

Unfortunately the substitution of GB with 02 has already been suggested by
EE but this doesn't work either.

Re: Unable to link broadband

muffs — Fri, 23 Feb 2024 18:31:04 GMT

Hi Bexter56,

I must have missed that post as I only encountered the issue today and
got straight onto 150.

What I did notice on that journey was trouble with the online linker per
the messaged hyperlink but if you can log into your online account, at
the bottom of the home page is a widget to "link a product" which
presents differently and worked for me sans alphas.

Re: Unable to link broadband

Bexter56 — Fri, 23 Feb 2024 18:40:04 GMT

Hi
I've tried every which way.

Link at the bottom of my EE, add a product. Setting up a new ee id and
merging accounts. Still no joy. I've phoned 150 several times and last I
got through to complaints in Cardiff. Waiting on a call back.

Honestly how can it be so difficult to link old EE BB & EE phone to new EE
BB.

All I want is to see them in one place.

As it is ATM I can only see EE phone and old EE BB.

It's a wait and see. Shocking service.

Re: Unable to link broadband

muffs — Fri, 23 Feb 2024 19:00:04 GMT

Hi Bexter56,

I agree, their back-office is in a mess and suspect like me you had a
long hold due to the number of calls 150 are getting.

They seem to have "made a mountain out of a molehill".

I also had evidence of their inability to purge old/historic accounts
properly which I feel could compound their difficulties.

As you said it's wait and see.

Re: Unable to link broadband

greggjc — Sun, 14 Apr 2024 10:18:06 GMT

I'm having the same problem - used the "Link a Product" tab on home page -

I have switched two accounts from BT to EE, but it recognises neither of the previous BT account numbers, (with or without GB), nor does it recognise either of my landline numbers!

Until this is fixed, how do we get a bill!!!