topic Re: Cant link accounts in Broadband & Landline

Cant link accounts

NA075 — Sun, 21 Jan 2024 18:59:22 GMT

I'm trying to link my broadband account with my phone account but I'm unable to do so using the app or from calling 150 customer service. Any suggestions? Many thanks

Re: Cant link accounts

XRaySpeX — Sun, 21 Jan 2024 19:00:25 GMT

Have you tried your online MyEE?

Re: Cant link accounts

NA075 — Sun, 21 Jan 2024 19:07:09 GMT

Thank you for your response. It was unsuccessful, and I was requested to call 150. Likewise, I called 150 team and they were not able to link.

Re: Cant link accounts

XRaySpeX — Sun, 21 Jan 2024 19:08:17 GMT

What happens when you try?

Re: Cant link accounts

NA075 — Sun, 21 Jan 2024 20:50:31 GMT

@XRaySpeX wrote:
What happens when you try?

Unlinked accounts via EE app requests call 150

When I called 150, they told me there was a problem unlinking. I don't know why the link doesn't work for me.

Re: Cant link accounts

David-M — Mon, 22 Jan 2024 11:40:39 GMT

Hi @NA075 and thanks for the post.

Are the details on both accounts correct DOB etc? Was the second account created when an order was placed?

Cheers

David

Re: Cant link accounts

NA075 — Mon, 22 Jan 2024 14:49:28 GMT

Thank you very much, yes it is

Re: Cant link accounts

Paddy-B — Mon, 22 Jan 2024 20:12:07 GMT

Hi @NA075,

Thank you for replying to @David-M, if you send me your details, we can take a look at this for you.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: Cant link accounts

NA075 — Mon, 22 Jan 2024 20:25:09 GMT

@Paddy-B Thank you for your message. All details have been sent via private message.

Re: Cant link accounts

Dukeofwell — Sun, 04 Feb 2024 13:40:01 GMT

Hello

I have spoken to BT/EE support on several occasions and had tickets logged but I still have no resolution to my two products I have with EE. I was a BT customer who called EE after receiving an email about moving to EE Broadband. Initially they transfered my daughters mobile from BT to EE and setup a transfer of my BT Broadband package to EE, I have been using EE broadband since the 2nd January with no issues apart from I can not logon via a browser or the EE app to see my broadband configuration. Some of the extra features I signed up to which are only able to be configured via the app are unavailble to me. The message i received from the support teams at BT/EE are they are aware of issues of linking accounts. Any help to get a resolution would be great.

Jason

Re: Cant link accounts

MK230862 — Wed, 14 Feb 2024 19:05:35 GMT

I have been trying to link broadband and mobile accounts since 3rd January.

i have called the centre at least 5 times and spent 45 mins in an online chat. They are still not linked.

staff admit it’s a major issue but you don’t seem to be able to resolve it.

Re: Cant link accounts

cmitchell_22 — Tue, 27 Feb 2024 14:41:58 GMT

Hello,

I have had the same issue too. Got email from EE and moved from BT to EE with my broadband (having already owned an account for my mobile for many years). Unfortunately I had a different email for my EE account and my previous BT account. Have called multiple times and been given tasks to try and fix this by email but not received anything since.

It's really frustrating to login/ logout of the accounts to check certain things and much more convenient to have them together.

Has anyone been given a fix for this as of yet?

Thank you

Re: Cant link accounts

tammclaughlin — Sun, 03 Mar 2024 13:11:24 GMT

Does anyone have an update on when this will be resolved?

It seems daft that agents are not aware of this serious issue.

We are being billed for services that we cannot even verify we have via our account.

Re: Cant link accounts

Sand000 — Wed, 06 Mar 2024 07:50:01 GMT

I have a similar issue… I took out broadband a week ago and now want to link my daughters and husbands phone to have all accounts in one place. The app I’m using for the broadband account offers a “link here” option, but following you get conflicting information -

“looks like you’ve linked already” - first message - yes, I know this as I’m trying to put mobiles from one account to another using 1 email address.

“this email address is already in use choose another” - second message - again, I know this as I’ve just set up broadband with it and now wanting to link all to it.

C/S said to change the mobile account email address to the same as broadband and they will link, not the case. Chat said they referred it to a “special team” and it would be done their end. Not the case.
I just want all accounts under 1, surely th

Re: Cant link accounts

tammclaughlin — Wed, 06 Mar 2024 08:27:25 GMT

And yet we are paying for products we cannot verify we have as we cannot access them on the portal and can't see what we are due to be billed.

I have a dispute open with them as one time I called to get this fixed and they told me the first person set it up wrong and he could save me £6 pm get me a free watch. Obviously it was too good to be true as I am paying £14 for the data plan which I was only aware of when my bill was paid. I did not call for a watch so this was mis-sold.

Re: Cant link accounts

Derang — Sat, 09 Mar 2024 12:28:03 GMT

Has anyone managed to successfully link accounts either themselves or via 150?

I’m the same, can access my mobile account but not TV, Broadband or home phone.

Did you ever get it sorted or make any progress?

Re: Cant link accounts

MK230862 — Sat, 09 Mar 2024 14:34:09 GMT

Nope
Still waiting.
They know the issue but seem unable or unwilling to fix it.
Been waiting since the 3rd Jan and call every week but nothing…..

KR
Mitch

Sent from iPhone

Re: Cant link accounts

HENRY45 — Sun, 17 Mar 2024 16:23:23 GMT

Good luck I have been trying for months to link my accounts, I must have talked to every guide and tecky in Newcastle help centre,They just either don`t care or can`t fix the problem keep saying we are working on a fix ???

Re: Cant link accounts

tammclaughlin — Sun, 17 Mar 2024 17:09:19 GMT

I was told on Friday that a fix is coming on the 25th of March

Re: Cant link accounts

Derang — Sun, 17 Mar 2024 18:18:02 GMT

Thanks @tammclaughlin

I’ll believe it when I see it 🤣