topic Re: Can't manage broadband account in MyEE in Broadband & Landline

Can't manage broadband account in MyEE

Andalya — Tue, 23 Apr 2024 09:38:03 GMT

I cannot add my broadband account to MyEE - I can access the old broadband account interface with the "SET UP YOUR HOME BROADBAND ACCOUNT" option. I click on this and try to set up, but every time I get "Something's gone wrong at our end, please try again later". I have tried validating via my mobile number and my bank account to no avail. I don't really know how to proceed because I can't spend hours on hold to customer support.. I've had the mobile account for years and EE broadband since 2022.

Re: Can't manage broadband account in MyEE

JimM11 — Tue, 23 Apr 2024 10:31:14 GMT

@Andalya I had a similar issue when trying to do same on mobile. Eventually just logged into my account on laptop via web and linked accounts Broadband/Mobile, this just happened with absolutely no issues but mobile just did not want to play.

Re: Can't manage broadband account in MyEE

Andalya — Tue, 23 Apr 2024 11:17:46 GMT

I've tried on desktop and mobile with no joy unfortunately.

Re: Can't manage broadband account in MyEE

Schockwave — Tue, 23 Apr 2024 11:59:18 GMT

@Andalya , are you using the same email address etc for both broadband and mobile? If the answer is yes, I would suggest ringing customer service to get this sorted.

Re: Can't manage broadband account in MyEE

Andalya — Tue, 23 Apr 2024 13:59:02 GMT

I am.. I guess phoning is the only solution, bit of a pain when they expect you to sit on hold for 30mins+!

Re: Can't manage broadband account in MyEE

JimM11 — Tue, 23 Apr 2024 14:04:13 GMT

@Andalya You may get lucky and have the request call back to your registered phone, sometimes happens, if it does listen and follow instructions. Sounds like you need CS to sort it out if they can?

Re: Can't manage broadband account in MyEE

George321 — Mon, 18 Nov 2024 13:53:41 GMT

It’s not possible, since we joined this year, tried to do this, now we receive in the post monthly phone and broadband bills, the system hasn’t been set up yet to add our EE broadband it was BT to our EE mobile account. Customer services finally admitted it wasn’t possible a few months ago, they were taking money at the beginning which didn’t match what we thought because we got credits from changing over to a new contract, because of course you d paid up front for services, I was always under the impression that when you take money from a direct debit the customer should know the amount, which of course we didn’t at the beginning, the amount taken now matches what is in the contract .

Re: Can't manage broadband account in MyEE

Andalya — Tue, 19 Nov 2024 08:58:29 GMT

Thought I'd just give a quick update. I phoned and got through to someone who was very nice and went through all the linking setup steps, assuring me it would be in place within 24h. Unfortunately this didn't happen and subsequent phone calls weren't particularly helpful. In the end I decided not to renew our broadband with EE and have gone for a faster, cheaper option.

Re: Can't manage broadband account in MyEE

Leanne_T — Wed, 20 Nov 2024 08:53:42 GMT

Hi @Andalya

Thank you for coming back to us with an update.

I am very sorry you have left EE and moved to another broadband provider. I do appreciate you letting us know and hope you may join us again in the future.

Thanks.

Leanne.

Re: Can't manage broadband account in MyEE

vikfx — Tue, 14 Jan 2025 13:20:28 GMT

I've been dealing with the same problem for 6 months. I'm on the phone to customer service as I type. This is the third time I've called EE to fix the 'add broadband account - enter billing/account number' issue. The EE guide tells me my account number, I enter it, it comes back with 'Please enter a valid billing account number'

Been on the phone now over an hour. Nothing has worked so far.

Re: Can't manage broadband account in MyEE

Friggs — Tue, 14 Jan 2025 15:34:27 GMT

I moved my broadband from BT to EE on 9th December 2024. All working ok but I am unable to see my broadband bill at all. I already had EE Mobile and had an online account that I accessed via MyEE and I can view that ok, under the Mobile heading. However, when I click on the Broadband - manage all I get is "your order is being processed and you will be able to view your bill when it is all set up at home". It has been set up for over a month now. I have called and talked this thru about five times now and each time they say wait five days and it will be fixed. It never is. Did you get sorted out?

Re: Can't manage broadband account in MyEE

Friggs — Tue, 14 Jan 2025 15:48:42 GMT

This is my problem too. Let me know if you get it fixed.

Re: Can't manage broadband account in MyEE

Friggs — Tue, 14 Jan 2025 15:49:59 GMT

Hi Andalya, So fed up now that I am going to leave EE. Who did you go for that was faster and cheaper?

Re: Can't manage broadband account in MyEE

Friggs — Tue, 14 Jan 2025 15:52:32 GMT

How did you link the broadband/mobile accounts please? I have tried and EE have tried. I go on MyEE on laptop and get onto my mobile bill easily but cannot link BB.

Re: Can't manage broadband account in MyEE

JimM11 — Tue, 14 Jan 2025 16:05:27 GMT

@Friggs When did you get the broadband? Does the link below help or explain?

Linking Your EE Products | Profile Help | EE

Re: Can't manage broadband account in MyEE

newforestuser — Tue, 14 Jan 2025 23:15:54 GMT

After i moved my mobile, broadband and TV from BT to EE it then took nine painful months of constant calls with call-handlers and technicians before i could access my onlime accounts.

And then, as if by magic, they got me to use a different email address for the account and everything sort of fell into place.

I seriously doubt that id renew with EE In the future - they obviously don't see customer satisfaction as a priority .

Re: Can't manage broadband account in MyEE

Andalya — Wed, 15 Jan 2025 09:13:40 GMT

Plusnet, so far everything is working as it should and online account management actually works.

Re: Can't manage broadband account in MyEE

Friggs — Thu, 16 Jan 2025 09:41:52 GMT

I had been with BT for a great many years, with no problems. Then they got in touch about switching to EE under the new business models/merges that are happening, so I went ahead and the switch over from BT to EE happened on 9th December 2024. Broadband is all fine. Just can't see my online bill for B/B either on my laptop or my mobile phone. I will try the link you sent me. Many thanks for answering.

Re: Can't manage broadband account in MyEE

newforestuser — Sun, 19 Jan 2025 12:53:39 GMT

You could take the view (as I did for a while), that if the broadband service itself is working ok, you can survive for a period by receiving monthly paper bills. While this is satisfying in that it obviously costs EE to do that, I suspect they don't investigate your problem as thoroughly because you're not chasing them every few days. It also means that, without access to your account via the website or mobile app, you're unable to make any changes (such as increasing data, etc) or take advantage of offers. You also get to feel like a second-class customer (although you're probably used to that already!).