topic Re: Can't link EE broadband to app in Broadband & Landline

Can't link EE broadband to app

MonicaN1971 — Tue, 20 Feb 2024 10:17:53 GMT

Hi I have phoned EE three times as I cannot see my broadband bill on my EE app. Someone phoned me back to check my email address, phone number and said it will be sorted but still weeks later I can't see anything only my mobile phone bill. I've tried linking product also it recognised my broadband account but when I selected link an error message comes up to phone 150 but I have done this 3 times and last time I was on the phone checking account with EE from a desktop computer also and then after waiting they came back there is a technical issue waiting to be resolved with the app -but still weeks later logging into app no bill for broadband even though I received emails to say my broadband bill is ready. I press view bill, log in and nothing there only mobile bill?

Re: Can't link EE broadband to app

Billybobthornto — Tue, 20 Feb 2024 11:12:00 GMT

I've had the same issue since January. After speaking to 2 people who failed to log it, I finally actually got it logged as an issue. They are claiming there's an issue with merging accounts and they claim there's no idea on a fix. Also here's an intermittent issue with setting up direct debits, had I not called I would have missed a payment so double check yours. If I get a response I'll let you know what they say

Re: Can't link EE broadband to app

MonicaN1971 — Tue, 20 Feb 2024 11:17:04 GMT

Thank you. Luckily I know payments are due 28th of each month. I phoned 150
and was able to check (can't seem to find that option now though) but at
least it's noted. Thanks. Glad it's not just my app but hope it gets sorted
for you soon too. Great. That will be good to know.

Re: Can't link EE broadband to app

Billybobthornto — Tue, 20 Feb 2024 11:18:32 GMT

One bit of advice, log a complaint and make sure they don't close it. If it's still open after a certain amount of time, you have more rights this way

Re: Can't link EE broadband to app

Cotswolds3 — Wed, 28 Feb 2024 18:20:50 GMT

I had to move to New EE but haven't been able to see any info on the app since. I have rung about 20 times and a 'ticket' is raised but nothing ever happens. Now I am getting e-mails to say the ticket has been closed the next day but nothing resolved. Wish I had left EE and gone to another company. Also my old phones don't work now I am on digital voice.

Re: Can't link EE broadband to app

Neil-O — Wed, 28 Feb 2024 19:51:01 GMT

@Cotswolds3 I'm sorry about that. Have you added your New EE account number to your EE ID?

i) Go to MyEE account and login
ii) When logged in scroll down, until you see "Link a product" option and click on it.
iii) Select 'Link EE Broadband' and enter the broadband account you want to merge to the EE account.

Post back and let me know how you get on.

Thanks

Neil

Re: Can't link EE broadband to app

Billybobthornto — Wed, 28 Feb 2024 20:22:17 GMT

I've tried this and confirm it doesn't work. Your agents on the phone have said ee has a widespread issue with no timescale on resolution.

Re: Can't link EE broadband to app

Cotswolds3 — Wed, 28 Feb 2024 20:56:44 GMT

I have tried this many times but each time it says I have to ring EE because checks have to be made. So I do and it never gets resolved. EE say that they can access my details but I can't. I was with EE until 31/1 and then changed to New EE. Ever since I was given a new account number I haven't bee able to access my account online.

Re: Can't link EE broadband to app

Johnnyk1979 — Wed, 28 Feb 2024 21:23:37 GMT

Hey there I'm having this exact same issue which is a bit of a pain

Re: Can't link EE broadband to app

MonicaN1971 — Thu, 29 Feb 2024 13:37:42 GMT

Hi I did that it recognised broadband account but when I then press to link it then comes up with the same error message as before.

Re: Can't link EE broadband to app

CharM89 — Sat, 02 Mar 2024 07:04:02 GMT

I’m in the same boat. I’m in the middle of linking them now and it’s asking for my billing account number. So I’ve put in my bank account number and the EE account number as they’re the only account numbers I know of and it’s telling me no. I’m so confused. Every time I call I just get passed around and fobbed off

Re: Can't link EE broadband to app

CharM89 — Sat, 02 Mar 2024 07:05:52 GMT

I’ve done that but now

its asking for a billing account number. I’ve tried my bank account number and my EE account number. What other numbers are there as I can’t think what else they want

Re: Can't link EE broadband to app

Cotswolds3 — Sat, 02 Mar 2024 20:32:19 GMT

I've now been told that their computer system can't handle merged accounts-i.e.those coming from BT to EE and old EE to new EE. One person said they have a target of June to fix it! However no-one has told us-the customers.

Re: Can't link EE broadband to app

Cotswolds3 — Sat, 02 Mar 2024 20:36:29 GMT

This is what I get every time I try to link my broadband account:

Re: Can't link EE broadband to app

Clive111 — Fri, 19 Apr 2024 15:33:37 GMT

I am having exactly the same problem and have spoken to 4 advisers all who have tried to link. Hours on the phone and no further forward. Has anyone resolved this yet?

Re: Can't link EE broadband to app

Cotswolds3 — Fri, 19 Apr 2024 16:39:45 GMT

I don't know why EE and BT are taking wo long to sort this. I have been
with EE for years but my old account was closed when they merged. They
continue to send out e-mails and text messages to say my bill is available
to view online but it's not and they don't automatically post them. When I
asked why they still send these messages they said they go automatically!

Re: Can't link EE broadband to app

Bunkrest1 — Tue, 30 Apr 2024 12:24:30 GMT

I’m at my wits end with all of this.

my 2 year BT broadband deal ended so like most people I started the process of getting a better deal, I was offered to move over to EE broadband which I accepted.

It’s all downhill from here, unable to link the new EE broadband to my EE mobile account app, unable to register the EE broadband on its own without linking the accounts, I get an invalid account number not able to proceed message even though the account number is correct.

The direct debit payment was refused by my bank which I didn’t know until EE sent me a letter 2 weeks later, I spoke to my bank who told me the DD has been set up correctly but when EE call for the funds it’s 00.00 (in other words they asking for a nill amount) so it gets rejected, I’ve told EE and they say that’s impossible. My complaints are apparently elevated but no one EVER has got back to me.

Im now in a position that I pay my Broadband bill via the telephone by card for a bill that I can’t access even though I get emails telling me I can view the bill, this process takes 15-20 minutes as that’s how long it takes for someone to answer the call….it’s like going back 20 years, EE and BT better together I’m done with them.

Re: Can't link EE broadband to app

Cotswolds3 — Tue, 30 Apr 2024 12:30:03 GMT

Is there a date for customers being able to get their bills online yet?

Re: Can't link EE broadband to app

Rawel-Sajnal — Fri, 24 Jan 2025 18:06:59 GMT

Last bill unpaid

want to paid

Re: Can't link EE broadband to app

Leanne_T — Sat, 25 Jan 2025 08:35:38 GMT

Hi @Rawel-Sajnal

Welcome to the community 🙂

If you would like to make a bill payment, please see our Pay Your Mobile or Broadband Bill Help page for ways you can pay the bill.

Let me know if you have any questions or need further help.

Leanne.