topic Re: Can’t link my New EE broadband to my account. in Broadband & Landline

Can’t link my New EE broadband to my account.

Profile closed — Fri, 09 Feb 2024 16:09:11 GMT

Hello,

I’ve just moved my broadband onto New EE, it can’t locate the new product on my EE app (or online account). I have tried linking it, but keep getting an error message telling me there’s a problem and to ring up as ‘we need to check a few things.’ I rang up and the operator sent a message to the appropriate department. I rang five days later and this time the operator spoke to a colleague then informed me that EE are having problems linking accounts at the moment, but couldn’t offer any assistance other than telling me to wait.

does anyone out there know what’s going on, or have any suggestions as to the way forward?

Re: Can’t link my New EE broadband to my account.

XRaySpeX — Fri, 09 Feb 2024 16:15:49 GMT

@Profile closed : No, what you've been told just about sums up the state of it, affecting many New EE BB users.

Re: Can’t link my New EE broadband to my account.

frustrated808 — Sun, 11 Feb 2024 14:20:42 GMT

Exactly the same has happened with us. They require you to call and verify your identity, then tell you there's a "back-end issue" with an indeterminable resolution date which is stopping almost all customers from linking their accounts. Great work BT/EE. Push through a merger in time for Christmas despite the systems not being tested and screw it up for everyone involved.

Re: Can’t link my New EE broadband to my account.

Lozzieblack — Sun, 11 Feb 2024 15:45:28 GMT

Same here, still waiting on a call back that I'll never get... Again!

Re: Can’t link my New EE broadband to my account.

KateMFin — Tue, 13 Feb 2024 11:23:08 GMT

Me too. I was told there is a button on the website to link the products but there isn't. I guess we just wait until they sort themselves out

Re: Can’t link my New EE broadband to my account.

mattywoz74 — Fri, 16 Feb 2024 12:27:16 GMT

Yes having exactly the same issue and have had an EE agent call me a couple of times but no change. The key things for me is I can't see any billing but also where the accounts are not linked I cannot take advantage of the £10 unlimited data tariff for my kids SIMs.

Re: Can’t link my New EE broadband to my account.

Profile closed — Fri, 16 Feb 2024 21:22:17 GMT

I called again and was told that it would take up to 13 days to delet my old broadband account and link my ‘new EE’ account. I’m in the same position being unable to see my bills and missing the unlimited data offer. Very frustrating!

Re: Can’t link my New EE broadband to my account.

XRaySpeX — Fri, 16 Feb 2024 21:35:48 GMT

"13 days to delete an old broadband account!" That's an euphemism for "We're now estimating 13 days to investigate & fix this bug!"

Re: Can’t link my New EE broadband to my account.

notryanair — Fri, 16 Feb 2024 21:36:12 GMT

What somebody in an EE shop recommended was to make a new email address with Google or Yahoo, make a new EE ID and link your broadband that way. Mine wouldn't link to my mobile account, constantly kept coming up that a few things had to be checked, EE 150 didn't know what to do, so this was an unideal workaround.

Re: Can’t link my New EE broadband to my account.

watki — Tue, 20 Feb 2024 17:10:41 GMT

Hi guys. We have a shared problem. Having migrated over on expiry of old contract, EE can't link our old Legacy account to our new EE account - there has to be a different account number apparently. I put in my email and password into the PC on MyEE and it just brings up the old legacy bills. I was told on 8/2/24 that 'it takes a while for the accounts to merge, maybe 10-12 days'. It's now the 20th, and still the same. Different Guide tells me 'it is a huge problem affecting everyone trying to access their New EE accounts' and wouldn't give a timescale.

I'm not creating a new email address for their benefit - maybe they should have stuck to the old account numbers and there wouldn't be this issue.

So now they are taking money on the New EE direct debit, but you can't see what you are being billed for...... They got that bit working ok didn't they? I was told that once you've rung up and been vetted, you can ask for the billing figures, but surely this is all wrong?

Miffed to say the least and feeding back 2/10 every time. Thinking of dropping it to 1/10 each week.

Re: Can’t link my New EE broadband to my account.

tammclaughlin — Tue, 20 Feb 2024 18:52:52 GMT

Same issue here.

But while trying to resolve the issue a support person was able to get me a discount and a new pixel watch BUT I am now paying £7 more pm than when on BT and have been given 900Mbps when I was on 500Mbps with BT. When I log in to look at their bb packages I get various website errors.

I was not switching to pay more.

Re: Can’t link my New EE broadband to my account.

Noodle0406 — Thu, 21 Mar 2024 19:21:29 GMT

Same here, still waiting for mine to be linked. Can only see old legacy account since ceased on 28 Feb, and been debited for both accounts!!! Anyone had theirs sorted. Have called CS 9 times now since 5th March. .I had to tell them I had a new account with them ....useless

Re: Can’t link my New EE broadband to my account.

Emmacar — Tue, 02 Apr 2024 17:00:09 GMT

been going on since beginning of Jan. I am now 3 months into a contract and still can’t use the app, completely useless

Re: Can’t link my New EE broadband to my account.

Profile closed — Tue, 02 Apr 2024 17:09:58 GMT

I agree with that. I’m also three months into this contract and am also being failed by EE. Useless indeed!

Re: Can’t link my New EE broadband to my account.

Derang — Wed, 03 Apr 2024 08:29:16 GMT

Same here, no access to manage broadband or tv accounts since moving from BT.

If you look around the forum there are lots of posts relating to this issue and absolutely zero information coming from EE.

What I think we need is for EE to own this issue and be more transparent about what they are actually doing to resolve it and when it will be fixed, I’m only 5 weeks in and it’s frustrating the hell out of me, so I can’t imagine how you guys who have been waiting 3 months+ must be feeling.

notice the EE staff members on the forum never get involved with these ones.

Re: Can’t link my New EE broadband to my account.

BAE95 — Tue, 16 Apr 2024 15:13:03 GMT

Having the same issue and have phoned up multiple times to no avail. As a result I cannot access discovery+ or EE TV features that are part of my plan.

I saw earlier in the thread that an option is to create a new EE ID and try to link products this way. Although this is far form ideal, I am considering and was wondering if anyone else has resorted to this?

Re: Can’t link my New EE broadband to my account.

DMalone1 — Fri, 19 Apr 2024 13:40:35 GMT

I've been having the same issue for last 7 months, surely must breach of contract

Re: Can’t link my New EE broadband to my account.

hobbitbrain — Fri, 19 Apr 2024 14:55:07 GMT

I am having similar problems. I switched from BT to EE for broadband and TV. EE are unable to merge my existing EE mobile account with my new broadband and TV account. This means that the EE apps don’t recognise me as a broadband or TV subscriber. I can see that the account merging problem has existed for months and nobody seems to know when it will be fixed.

Re: Can’t link my New EE broadband to my account.

RD70 — Fri, 19 Apr 2024 20:32:29 GMT

Having exactly the same issue! Just swapped from Virgin Media to an EE mobile package with Broadband and TV. Can't link broadband to my account in app. You ring 150 as they advise but it's pointless as they can't sort either! Not ideal when you can't view or manage your bill. As a new customer, i'm not very impressed 🙁 Is there any recent updates?

Re: Can’t link my New EE broadband to my account.

hobbitbrain — Fri, 19 Apr 2024 21:36:10 GMT

I asked EE how long they expected it to be before the account merging issue is fixed. I got a response today and the advice was to keep checking for an app update that will soon be available. They mentioned contacting them again in a couple of weeks but they didn’t actually say when the problem will be solved. It could take days, weeks or months for all I know!