topic Re: Switched to new EE broadband but no info on my account in Broadband & Landline

Switched to new EE broadband but no info on my account

CathyMP — Thu, 21 Mar 2024 12:32:33 GMT

Hello, I called EE on Tuesday the 19th of March and after 40 minutes on the call, the person didn't find a solution. I asked him to create a ticket but I haven't heard anything since.

The issue is that since I switched to new EE, my login account to ee.co.uk doesn't show any of the new bills or information relating to the new broadband account.

Please resolve asap.

Re: Switched to new EE broadband but no info on my account

CathyMP — Thu, 21 Mar 2024 12:34:00 GMT

I have exactly the same problem Kevin! I hope they fix it for both of us asap. Is anyone from EE reading these?

Re: Switched to new EE broadband but no info on my account

David-M — Thu, 21 Mar 2024 19:33:40 GMT

Hi @CathyMP and thanks for the post.

Sorry you're having problems with your EEID. When you log in do you see any account details at all? Can you post a screen grab of what you're seeing?

Cheers

David

Re: Switched to new EE broadband but no info on my account

Gabriel78 — Fri, 22 Mar 2024 08:04:52 GMT

I think that ee employees should stop pretending there’s no problem and they don’t know anything about it.This has been happening for months now and a lot of complaints have been made but without anyone knowing what to do.Yesterday,after weeks on the phone with ee they said it will be resolved on the 25th of March as they will have a new update that presumably will fix the problem so many people have.So,admit you have a problem and stop misleading people to chase a dead mouse.

Re: Switched to new EE broadband but no info on my account

CathyMP — Fri, 22 Mar 2024 11:01:43 GMT

Nothing related to the new contract number shows or can be added - here are the screenshots. Please fix asap! I need access to my bills

Re: Switched to new EE broadband but no info on my account

Gabriel78 — Fri, 22 Mar 2024 11:19:51 GMT

This is what i can see on my account for a few months.

Re: Switched to new EE broadband but no info on my account

CathyMP — Fri, 22 Mar 2024 11:55:19 GMT

Oh gosh, insanity! Do you receive your bills in some other way? Paper/email?

Re: Switched to new EE broadband but no info on my account

Gabriel78 — Fri, 22 Mar 2024 12:19:13 GMT

Well,I don’t need them(lucky me)to be fair.Unlike so many other people.Let’s just hope that they will get it right on the 25th as they promised.Heard it all before but if they won’t fix it i am going to a different broadband provider.

Re: Switched to new EE broadband but no info on my account

CathyMP — Sat, 23 Mar 2024 07:17:27 GMT

Can you confirm there is a fix coming and when? In the meantime please send me my bills over email.

Re: Switched to new EE broadband but no info on my account

Derang — Sat, 23 Mar 2024 14:00:25 GMT

Ooh I don’t even get a broadband tab 🤣 so it’s nice to see what it should look like albeit with info populated would be nice also.

Re: Switched to new EE broadband but no info on my account

kevin97 — Sat, 23 Mar 2024 14:14:23 GMT

Fingers crossed for this to happen Gabriel78 .

Thank you for the update .

Kevin

Re: Switched to new EE broadband but no info on my account

kevin97 — Tue, 26 Mar 2024 16:40:58 GMT

CathyMP ,

Mine is exactly the same ... i,m now wondering if it shows up with your new account details once you get the first bill !!! only guessing mind.

Kevin

Re: Switched to new EE broadband but no info on my account

Derang — Tue, 26 Mar 2024 18:04:15 GMT

@kevin97 It didn’t for me 🙁

got an email about first bill a couple of weeks ago with a handy link to view the bill via my account (obviously I wasn’t able to view it as there’s no broadband account linked), and the payment was taken a few days ago.

no change to account access and no sight of actual bill yet.

i was on live chat last night and the guide said there’s a fix coming to MyEE IDs on 31st march but I’ll believe that when I see it.

Re: Switched to new EE broadband but no info on my account

kevin97 — Tue, 26 Mar 2024 18:13:25 GMT

Thanks for the heads up , it will be interesting to see if the fix actually works . Gabriel78 had said the fix was 25th March ..but no change .

Re: Switched to new EE broadband but no info on my account

CathyMP — Tue, 26 Mar 2024 19:44:57 GMT

Money was already taken out of my bank without bill being sent or able to be visualised, I’ve had no email with link either.

Re: Switched to new EE broadband but no info on my account

RD70 — Mon, 06 May 2024 08:31:42 GMT

I'm in the same boat. I'm only able to access my mobile plan and an unable to link my EE broadband or TV so can't view my bills. Every time i ring 150 as advised i get no further as they can't sort it either. Surely they should be being sorting this out as a priority??

Re: Switched to new EE broadband but no info on my account

CathyMP — Mon, 06 May 2024 08:35:33 GMT

More than two months on, they don't do anything. They had created a ticket to some internal tech team and then they closed it without resolution. I complained on the phone, they didn't care... I've lost hope at this point. I have to call them every month to ask for paper bills..

Re: Switched to new EE broadband but no info on my account

RD70 — Mon, 06 May 2024 08:59:28 GMT

Be careful that they're not charging you for the paper bills. I read that someone has referred then to the ombudsman on the grounds that they're not complying with their side of the contract. They just don't seem bothered sadly.

Re: Switched to new EE broadband but no info on my account

CathyMP — Mon, 06 May 2024 21:00:50 GMT

Thanks, so far they haven't charged me for paper bills but they charged me £20 up front that the first guy said will be deducted from the first bill. When it wasn't deducted I called and wast told I'd get it within a few days, and when I didn't get it back on the 2nd month, I called again and was told it would be refunded in August. No bill or receipt was sent to me regarding these £20 and having been in contract with them for years before this new switch, I don't see a reason for this up front payment...

Obviously many fishy things going on there..

Re: Switched to new EE broadband but no info on my account

CathyMP — Wed, 22 May 2024 15:58:01 GMT

Just to keep people updated, I finally had a resolution or at least a work-around enabled by Natalie from the complaints department of EE. She retriggered a new broadband account creation under a different email address of mine. Eventually the new account would be merged to my old login, but at least for now I have access to my bills and other broadband settings.

She said that all support guides have now been advised of this work-around and if your issue hasn't been resolved that way, you can call to get it done.