topic Re: Linking Product Accounts to EE App/Website in Broadband & Landline

Linking Product Accounts to EE App/Website

claverdon21 — Wed, 24 Apr 2024 20:53:16 GMT

It seems I have the same problem as many other user of the EE service who have been switched over from BT.
I am now 2 months into my new mobile/broadband contract and I still am unable to access my broadband account online either by using the App or the website. I can access my mobile account to view billing for that service but not the BB account. The system will not allow me (and everyone else I assume) from linking another product to the on-line account. I have had 2 direct debits for the broadband/telephone service but cannot get any information on how those bills have been charged or what BB usage I have made. This is not acceptable and is a probably failure to comply with the Ofcom code on billing information.
As other contributors to the Community log have reported the EE’s online account setup does not seem to be able to cope with the request to provide both the mobile account EE service agents really do not have any useful advice to give on this problem. Surely this should have been sorted out in advance of the flood of customers who will be migrated from BT to EE. It is not rocket-science for a communications technology company! If the ‘computer says no’ surely there must be a way of manually by-passing the technical blockage.

Has anyone found a way through or around this problem?

My 3 lengthy calls to helpline advisors have been fruitless. They seem as frustrated with the situation as customers are. I was initially told it would be fixed by 10th April but my latest telephone conversation reveals that advisors have no idea when the issue will be fixed and that the IT section is working on the problem. In one of the calls I was told to get round the problem by logging on as a new customer and setting up a separate account for BB by using the BB account number, but of course this does not work because as soon as you put in your user name it recognises you as an existing customer and stops you setting up another account, and you are then back where you started with just access to your mobile account.

I have had 20 years of relative glitch-free service with BT. This situation with EE does not bode well for my long-term relationship with them.
Whilst and until this problem is fixed EE should be issuing paper bills to comply with their Ofcom commitments.

Re: Linking Product Accounts to EE App/Website

Neil-O — Thu, 25 Apr 2024 10:27:34 GMT

Hi @claverdon21 I'm really sorry about the problems you've experienced linking the EE accounts as I appreciate the inconvenience this must be causing.

There is currently a backlog of these cases that a specialist team is working through and you will be emailed when the merge has been manually put through.

When registering for the new EEID for the broadband did you use a different email address? It won't work if you try using the same email.

Thanks

Neil

Re: Linking Product Accounts to EE App/Website

JayD78 — Thu, 25 Apr 2024 12:38:41 GMT

Hi Neil

Considering there seems to be quite a significant number of old BT customers and new ee broadband users like myself struggling with this issue, how likely is it that this will be resolved for anytime soon?

Re: Linking Product Accounts to EE App/Website

claverdon21 — Fri, 26 Apr 2024 19:03:46 GMT

This evening I get an mail which says
EE
YOUR BROADBAND BILL IS READY
Account number: ******6497

Hi, Your latest bill is ready to view. To see it, please go to ee.co.uk/go/viewbroadbandbill or tap View your bill to View your bill. You don't need to do anything. We'll take your Direct Debit as normal on the date shown on your bill.Thanks,
The EE Team

But, of course I CANNOT view my bill on line because it is still not linked to my EE online account .

It seems EE are very good at billing but hopeless at getting their web service into shape.

When is this going to be dealt with!

Re: Linking Product Accounts to EE App/Website

bm2609 — Fri, 17 May 2024 10:18:26 GMT

Hi,

I only have one email address why would EE decide I need another? At no time was I told this during the sales call. Like many others I am a long standing EE mobile customer and a have recently swithed from BT to EE Broadband, I can not access my Broadband account and therefore view my bill on the EE App.

Now you have thrown out that the same e-mail account won't work what is the solution in my case

Re: Linking Product Accounts to EE App/Website

JayD78 — Fri, 17 May 2024 10:45:16 GMT

Hi there

Rather frustratingly, I have had to set up a new email address SOLELY for my broadband account. I then download the ee app on to my tablet and login using the new email where I can now see all my broadband and eeTV related bills etc. It is by no means an ideal solution as I have the app on my phone for my mobile account management, but until such a time as they fix this issue, it is the best that I can do. I am dreading when the problem is fixed and I have to consolidate both emails under one account, but I'll cross that bridge when I get to it.

Re: Linking Product Accounts to EE App/Website

Neil-O — Fri, 17 May 2024 11:26:55 GMT

Hi @bm2609 I was specifically answering a question asked by the OP as you can't set up a second EE ID with the same email address.

As you already have an EE ID you will need to link your broadband account to it. Linking Your EE Products | Profile Help | EE

@JayD78 it's now possible to merge both your both your accounts if you get in touch with a guide using the contact us link on the help page I've posted.

Thanks

Neil

Re: Linking Product Accounts to EE App/Website

bm2609 — Fri, 17 May 2024 11:33:59 GMT

Hi
Over the last 10 days I have spoken to 3 or 4 guides who have effectively
said we cant help there is a backlog and the specific case for me is
flagged as work in progress - no target date for resolution

Re: Linking Product Accounts to EE App/Website

JayD78 — Fri, 17 May 2024 11:51:07 GMT

Hi Neil

Like @bm2609, I have been told there is a massive backlog. I spent numerous hours on the phone previously and just ended up creating a new email address to see my broadband account. Can you categorically state that the issue has now been fixed and an acceptable time frame for merging accounts is available?

Thanks

Re: Linking Product Accounts to EE App/Website

bm2609 — Fri, 17 May 2024 13:20:59 GMT

I’m so confident it doesn’t work I’ll send £50 to a charity of Neil’s
choice if my ee broadband is linked to my mobile account in the app by 5pm
Monday

Re: Linking Product Accounts to EE App/Website

claverdon21 — Fri, 17 May 2024 15:16:32 GMT

Well would you believe it! Just spoken to a helpful EE guide who could not resovethe problem. They are working through the backlog. I cannot set up another email account to by-paas teh problem as I have lost access to BT to set up a second email address and I cannot get on to my EE broadband account to set up an email address via them. Why should I have to set up another email account with a another email provider when I am paying EE for this facility?

Re: Linking Product Accounts to EE App/Website

JayD78 — Mon, 20 May 2024 13:03:07 GMT

Surprise, surprise! I tried today and have been told there that an error message pops up so linking my accounts cannot be done.

Re: Linking Product Accounts to EE App/Website

Bry59 — Mon, 20 May 2024 15:52:55 GMT

I have had the same problem as many thousands it appears, as an old BT customer forced to move their, digital voice, TV package and Broadband to EE , no online access. App refuses to link accounts , not can any of the 8 different assistants I have spoken to. Ongoing since 15 th April, when they Archived my BT account, months previously they migrated my 3 BT accounts for mobiles to EE. Then the problem lies in the email, they want me to invent a new email to sort their problem out.

I found a contact of email address for an EE director. I have emailed him my complaint direct, I suggest others do the same.

**removed**

Maybe when they are swamped with complaints they may actually do something about it

Bry59

Re: Linking Product Accounts to EE App/Website

Bry59 — Mon, 20 May 2024 16:06:25 GMT

They are editing the forum as the do not want you to contact directors if EE to complain, no one is prepared to accept there is substandard service provided by EE to BT customers they insisted migrate to EE.

Where they have no access to any online account, they even suggested posting by bills to me but it would take 6 days to get to me. Meanwhile they threatened me with legal action as they could not take payment as they first claimed I did not have a direct debit, then I checked they confirmed the details, then said I had a direct debit, then I didn't again

I finally contacted customer service billing who finally had the good sense to confirm I had a direct debit payment in place via email.

What a revelation, contact someone by email. Rather than let algorithms run riot sending out erroneous emails threatening legal action. Stop paying Kevin Bacon, thousands and invest money into sorting all your BT customers access to their online accounts

Re: Linking Product Accounts to EE App/Website

cardoo — Mon, 20 May 2024 16:52:52 GMT

Yep I was transferred from bt to ee back in January !! The transistion was delayed and I received a letter saying they had credited my account because of that. However I have not seen one single bill yet. Nearly six months !! Have had countless converstions with "guides" and been hanging on to the phone for hours over this 5 month period. It would be great to check my bill. Maybe I would hear something if I cancelled my direct debit ?!

Re: Linking Product Accounts to EE App/Website

XRaySpeX — Mon, 20 May 2024 17:37:12 GMT

@Bry59 wrote:

They are editing the forum as the do not want you to contact directors if EE to complain

They? Who's they? The poster edited his own post!

Re: Linking Product Accounts to EE App/Website

bm2609 — Wed, 22 May 2024 05:46:02 GMT

So today, Wednesday 22 May I opened the EE App and Hey Presto! My Broadband is linked! It shows as another tab where I can view my bill and access the “Kevin Bacon “ controls.

For me at least the issue is solved 😀

Re: Linking Product Accounts to EE App/Website

JimM11 — Wed, 22 May 2024 07:54:22 GMT

@bm2609 If you do happen to use some off the other controls let the forum know,

Re: Linking Product Accounts to EE App/Website

janemaryhoward — Tue, 24 Sep 2024 09:59:46 GMT

Can it really be that this issue has not been fixed? As a former BT customer (switched in February) I have just tried to link my EE broadband to the app and the EE site says it does not recognise either my landline or my billing address.

The layout of this community site makes it difficult to understand if this issue has been fixed or if there is a workaround. I would appreciate it if someone could reply and post the latest.

Thanks

Jane

Re: Linking Product Accounts to EE App/Website

JimM11 — Tue, 24 Sep 2024 10:27:09 GMT

@janemaryhoward ? is it not looking for your account number, and how are you trying to link your BB account, is your EE ID working ok? Link from the help also below.

Linking Your EE Products | Profile Help | EE