topic Re: Problem linking accounts in Broadband & Landline

Problem linking accounts

CollyWar — Tue, 05 Mar 2024 11:18:17 GMT

I have just signed up to ee broadband expecting to save on my mobile plan but can't link the two accounts due to different log-in emails!

Is there no solution to this problem

Re: Problem linking accounts

CollyWar — Tue, 05 Mar 2024 11:10:23 GMT

I have just signed up to ee broadband expecting to save on my mobile plan but can't link the two accounts due to different log-in emails!

Is there no solution to this problem?

Re: Problem linking accounts

Schockwave — Tue, 05 Mar 2024 11:44:48 GMT

@CollyWar , they need to have the same email, cannot be different emails for log-in, you will just have to change one of the emails so that they are both the same.

Re: Problem linking accounts

CollyWar — Tue, 05 Mar 2024 15:57:09 GMT

I have changed the email on the mobile account but that doesn't help
because it only changes the contact email not the account email.
I tried to get help via 150 today but the assistant was perplexed and
tried to transfer me to another department which never happened!!!

Re: Problem linking accounts

CollyWar — Tue, 05 Mar 2024 21:32:59 GMT

I also have this issue having just registered for ee broadband but my mobile account cannot be linked because it has a different account email. Tried phoning 150 but the guy couldn't solve it and tried to transfer me to technical department but was left on hold for far too long!!

Re: Problem linking accounts

CollyWar — Wed, 06 Mar 2024 10:48:01 GMT

Phoned 150 again today and spoke to the broadband department. Brendon was very helpful and said a request to merge the accounts would need to be made and took some details. Hopefully the two accounts should now be merged within 5 days 😀

Re: Problem linking accounts

Derang — Wed, 06 Mar 2024 19:01:52 GMT

Similar for me, but I’ve not been able to link my broadband product to any online account so have been unable to see bills or manage the product at all.

guy took the details and advised the only method to merge accounts is via a back office process, but said there was no timescale on when it would be done 😳

Re: Problem linking accounts

CollyWar — Thu, 14 Mar 2024 20:35:29 GMT

It has been over 5 working days now and my two accounts have not been merged.
Very disappointing.

Re: Problem linking accounts

Derang — Thu, 14 Mar 2024 20:44:00 GMT

Yeah disappointing but not unexpected.

I called again a couple of days ago and seemed to get someone who knew what they were doing, gave me confidence that it might get sorted.

I’m hopeful again but will probably be disappointed again also.

Re: Problem linking accounts

CollyWar — Fri, 15 Mar 2024 11:42:09 GMT

I called again today because my new broadband order was missing the home phone adaptor so mentioned the linking of accounts and was told it could only be done after my broadband goes live next Tuesday.

Will have to wait and see.

Re: Problem linking accounts

Derang — Fri, 15 Mar 2024 18:48:55 GMT

They’re absolutely trolling me now. Can’t login to BB account and can’t link it to my ID. No idea how much I’m being billed or dates or anything.

absolute disgrace

Re: Problem linking accounts

CollyWar — Mon, 13 May 2024 19:49:00 GMT

Phoned up customer support about 6 times now and given different excuses each time.
Pity they can't be honest and say it is not possible.