topic Re: BB account linking issues in Broadband & Landline

BB account linking issues

Platt21 — Wed, 03 Jan 2024 00:36:30 GMT

I switched over from BT to EE for my BB around mid December as I am already a mobile customer. The BB does not show on my account although I noticed a direct debit has been taken - the full amount has also been taken even though it is just under 3 weeks since BT had also taken a full payment?

I am unable to access BB billing nor am I able to link the products on the app as each time I do it asks me to call EE to confirm my identity. On 3 occasions I have spoken to advisors who refer it to ‘the back office’ and am told this will be sorted within a couple of days. Apparently the system doesn’t like merging BT accounts.

Another issue with this is I am not able to get the unlimited data added to my 2 sim plans for having both products as the system doesn’t recognise it. I am unable to use EE home to manage my router as every time I try it says unable to connect to network although the BB is working at full speed. I have not received the 12 month game pass ultimate subscription offered as part of the package.

Becoming increasingly frustrated at the lack of progress, being unable to access my billing, having payment taken without any notice and not receiving any of the perks which enticed me over at a higher price despite having several months remaining on the cheaper but same speed BT package.

Has anyone found the solution for this type of issue? Extremely frustrating.

Any help appreciated.

Re: BB account linking issues

David-M — Wed, 03 Jan 2024 09:25:24 GMT

Hi @Platt21 and thanks for the post.

Sorry you're having a few problems with your BT / EE ID. I'll be happy to take a look at this for you. Check your inbox for my message and drop me over the details.

Cheers

David

Re: BB account linking issues

shiner54 — Tue, 16 Jan 2024 16:37:00 GMT

I have a similar problem. Having moved my home BB from BT to EE in December I have been unable to view my billing for BB but can see my mobile account. They have taken the first Direct Debit. I have gone through the process online of linking accounts and although it tells me the accounts are linked there is no sign of the BB account. Today for the third time I contacted them and after 90 minutes of talking to 6 different people being passed back and forth between mobile billing, BB billing and technicians they eventually told me that it is an ongoing issued that at the moment they can't resolve. They can obviously see both sets of billing because they talked me through the bills. In the interim they have agreed to post me my BB bills?

Re: BB account linking issues

mramsay56 — Mon, 29 Jan 2024 11:39:59 GMT

I have had the same issues. Unable to link BB new account to existing EE mobile account. Have spoken to multiple EE advisors all with different advice saying that it should work . This morning I was advised that it is not possible to merge accounts . I was then advised by another EE person that I would need to create a new account for the broadband with a different email address!

Unbelievable all I want is to be able to see my broadband account.

Re: BB account linking issues

shiner54 — Mon, 29 Jan 2024 11:58:05 GMT

I am on the phone once again as i am replying. Being told that the techies have been sent both the mobile and broadband account details to resolve this issue which may take some time as it has been a huge problem. Gentleman was most apologetic and will send me a paper bill in the interim. It is very frustrating as they are texting me and emailing me to log into account to see my BB bill but it still isn't there. I actually tried creating a separate account using a different email address but the EE website kept rejecting it stating wrong email address?

Re: BB account linking issues

Platt21 — Mon, 29 Jan 2024 12:09:44 GMT

I have given up after about 8 or 9 calls in total, the last being just over 2 hours and passed between around 6 different people. At one point they advised they were passing me over to a team who may be able to help - this was the team that had passed me over to them!

i did manage to get someone to add the extras on to my account that I was due with being a bb and mobile customer so I’m glad that got sorted, but I have had to register a new EE id with a different email address to receive my bb bills and information. The first bill was taken without an email, text or letter to advise it was coming. I was advised during the initial switchover that everything stays the same in terms of billing/dates, etc. as it is essentially the same line, just moving the account from BT to EE. between 13th Dec - 22nd Jan I have been billed 3 full amounts of £52.61 and £55.99 x2.

Re: BB account linking issues

shiner54 — Mon, 29 Jan 2024 12:17:43 GMT

Your first paragraph was a case of deja vu. I said to the gentleman this morning who started off by trying to transfer me that I was not going to go through all that again. I would have been prepared to have a separate account by using a new email address but for some reason the EE system kept rejecting it. They told me that was because the accounts had been linked so I couldn't create a new one?

I have been keeping a close watch on my bank and luckily the right amounts appear to have been taken.

Re: BB account linking issues

tammclaughlin — Mon, 29 Jan 2024 12:35:05 GMT

I also have this problem.

I was told that it was a bug in that part of their system and to keep trying in case it's fixed.

Looking at my plans and subscriptions and then going into broadband I can get anything from the links to add a new account to various http / xml errors.

If this is so widespread, then surely their support staff should all be aware and have an accurate response to customers?

Re: BB account linking issues

shiner54 — Mon, 29 Jan 2024 13:53:24 GMT

I have probably spoken to at least a dozen people at EE. Only 2 have acknowledged it is a problem they can't resolve. The gentleman this morning (although he couldn't fix the bug) was probably the most helpful. I will now have to make do with paper billing until they tell me the problem has been sorted. I don't intend wasting anymore time ringing them.

I think EE should be communicating this problem with its customers to prevent people wasting their time.

Re: BB account linking issues

Storm500 — Mon, 29 Jan 2024 15:36:23 GMT

@Platt21 Have you replied to @David-M in post on the 3rd Jan where he was sending you a PM. He works for Ee and can help you.

Re: BB account linking issues

Platt21 — Mon, 29 Jan 2024 15:44:22 GMT

No one from EE can help as their systems regarding these issues do not work. Many hours spent on the phone has confirmed this hence why my perks were manually added to my primary account and a secondary account was created with an alternative email to access bb billing.

Re: BB account linking issues

Storm500 — Mon, 29 Jan 2024 15:49:12 GMT

@Platt21 Give @David-M a chance have a look at his PM and reply, you may be surprised.

Re: BB account linking issues

tammclaughlin — Mon, 05 Feb 2024 16:43:35 GMT

It looks like EE have no idea what's going on.

The technical person I spoke to said there was an issue with accounts showing on the website and to check a few hours later.

I spoke to someone else end of last week who was able to get further and explain that in the welcome email there is a link that should take you in to allow you to merge accounts.

This is required because I am an existing EE customer with mobile phone accounts and I used to have broadband with. When renewing my mobile phone contract a while back I was incorrectly persuaded to switch to BT broadband as all EE customers would be switching to BT. Now that I have moved back to EE, my broadband is with a new account and the accounts must be merged. No idea why I should be expected to know this or even do this - that EEs job.

However the person I called realised there was an issue and it needs to me merged manually by someone at EE so has raised a fault or issue which can take up to 5 weeks to resolve.

Possibly then I will be able to see my account and also get access to the Xbox game pass.

This really is terrible support from EE.

Re: BB account linking issues

Platt21 — Mon, 05 Feb 2024 17:56:40 GMT

Not a good experience at all. I would speak to them and have the game pass and any other add ons manually added on to your mobile account as they have done with mine.

Re: BB account linking issues

tammclaughlin — Mon, 05 Feb 2024 18:24:35 GMT

They tried to do that but would not work hence a fault raised. They person was very helpful but looks like a system issue

Re: BB account linking issues

shiner54 — Mon, 05 Feb 2024 19:32:05 GMT

I am so fed up of this now. I have just written a letter making a complaint. Twice they have promised to send me a paper bill but haven't even received that either.

Re: BB account linking issues

chrysallliss — Wed, 07 Feb 2024 17:21:05 GMT

I have a very similar problem and also was told today (after 2 hours on the phone!) that there is a backlog of these issues and it could take 6 weeks to resolve!