topic Re: Transferred to EE from BT and unable to link my broadband to mobile in Broadband & Landline

Transferred to EE from BT and unable to link my broadband to mobile

Rymo — Sun, 28 Apr 2024 16:10:34 GMT

Ex BT broadband customer who moved to EE 2 months ago. Since moving I have been unable to link EE broadband to mobile. I cannot view bills, manage account or use wifi features.

I’ve spoken to 9 different advisors who have logged tickets, filled out forms, deregistered and re registered my account to no avail. Now I’m being told it’s an issue and being looked into.

if I’m not able to use all services what are my options for cancelling the service without charge as I’m not being provided the service I signed up for… I mean I can’t even view my bills.

Anyone else had any luck resolving this?

TIA

Re: Transferred to EE from BT and unable to link my broadband to mobile

Josephine73 — Sun, 28 Apr 2024 17:30:15 GMT

I have exactly the same issue, joining 2 months ago, plus the broadband keeps disconnecting ( always fine with BT router ). I keep reporting it and the BOT says they have ran checks and the line from the network is fine. I have got a screen shot showing the internet isn't connected to my device. I want to leave now too as awful reliability ref connection. Currently at 48 mins on hold waiting to speak to customer service.

I will post when I get feedback on options.

Re: Transferred to EE from BT and unable to link my broadband to mobile

Lukeg33 — Sun, 28 Apr 2024 17:34:27 GMT

Yeah I have the issue as well and I have been told that it's an issue been looked at so for the mean time I had to sign up another my EE account and link my EE TV and EE Boardband account with the other MY account so I can see my EE TV and EE Boardband account until the issue has been sorted.

Re: Transferred to EE from BT and unable to link my broadband to mobile

McGowan26 — Tue, 30 Apr 2024 21:30:54 GMT

Has anyone solved this issue I'm having the same problem

Re: Transferred to EE from BT and unable to link my broadband to mobile

Craigym1 — Tue, 30 Apr 2024 21:40:02 GMT

Same issues same lies it’s being looked at etc it’s a joke wish I could leave but I would have to pay contract up I believe.

Re: Transferred to EE from BT and unable to link my broadband to mobile

McGowan26 — Tue, 30 Apr 2024 21:54:58 GMT

Think you get like 14 to 30 days depending on the company and they're meant to have some sort of guarantee that you should receive what your paying for maybe there is something can be done on that front

Re: Transferred to EE from BT and unable to link my broadband to mobile

XRaySpeX — Wed, 01 May 2024 00:25:03 GMT

@McGowan26 : Any guarantee is only about the connection speed you should get, not about ancillaries like online a/c's.

You get a 14-day cooling-off period from going live.

Re: Transferred to EE from BT and unable to link my broadband to mobile

WayneKwong — Thu, 02 May 2024 20:10:05 GMT

I'm in exact same position. Rang 150 and they promised to link them 'manually', but need to give them at least 15 working days, which have passed. Irony was I got an email saying my broadband and TV bills were ready and I could check them on their website or app.

Re: Transferred to EE from BT and unable to link my broadband to mobile

scallydeejay — Fri, 03 May 2024 03:49:50 GMT

I’ve had the exact same issues as you. I joined about 6 weeks ago. When I try and link online it says I need to phone to verify my identity. I’ve complained numerous times. Joke of a company

Re: Transferred to EE from BT and unable to link my broadband to mobile

Cromercrab — Sat, 06 Jul 2024 10:49:27 GMT

Same issues here. Came from BT broadband and wasn’t even told by EE when it switched over yet got sent a £29.99 bill. When I called them I was told it was live for 3 days so I told them I’m not paying the bill for another 25 days!
Mobile was swapped from vodaphone. Had issues from day 1. Vodaphone sent us end of service notification and so we put EE sims in and had no service. After the weekend I had to call from a work phone and found the idiot who processed the order put us down for a Wi-Fi only sim pack so had no in or out calls. That finally got sorted out and a refund of a months bill.

We’ve both downloaded the EE app but neither my wife or I can access anything on it. It says both of us have our mobiles linked but we can’t view the contract details, extras or anything and it will not link broadband or show we even have it.

Both of us have made numerous calls to the help line via 150. They keep refusing to talk to me as my wife is the account holder even though she has set the third party password up and authorised me to speak to them. They told us as from last weekend, it’ll take up to 3,days for us to be able to use the app in full but a week on neither of us can use it. All we get when we try and link stuff is the notification we need to go to store with photo id or call 150 to sort it out.
I was with vodaphone for 20 years and never had a single issue but after a week with EE I’ve had enough and have regretted swapping every day.

The broadband is meant to be super fast but it so slow sometimes it doesn’t even load photos on things like Facebook marketplace who use compressed images anyway, tv downloads are slower than before too. You’d have thought swapping from the parent company of BT would be simple but nope.

EE seems to employ all the incompetent rejects from the industry and make you so frustrated you just want to scream abuse at them down the phone.

For my first week or 2 with EE I would describe them as utter **bleep**e.

Re: Transferred to EE from BT and unable to link my broadband to mobile

scallydeejay — Sat, 20 Jul 2024 17:42:32 GMT

I’m still having issues with getting my account linked

Re: Transferred to EE from BT and unable to link my broadband to mobile

Cromercrab — Sun, 21 Jul 2024 13:26:53 GMT

Same here. I can't link broadband but mobile was done by an advisor. I've also had nothing but hassle with billing. 2 bills both wrong, first month was credited to us as a good will gesture, got 2nd bill for £57.28 instead of £20 as they haven't applied the multi purchase discount so now trying to sort that out. Why did i change to this rubbish, i'll be getting out of EE asap.

Re: Transferred to EE from BT and unable to link my broadband to mobile

Staniforth — Sat, 12 Oct 2024 20:14:16 GMT

I had the same issue. It’s a known problem which they do not appear to be able to resolve.

I emailed the executive team at BT to complain and said I wanted the option of either transferring back to BT or to annother provider without exit charges. I was told that I could not transfer back to BT (as they were going to merge the companies) but could move to annother provider without exit charges

Mike Staniforth

Re: Transferred to EE from BT and unable to link my broadband to mobile

pastones — Thu, 12 Jun 2025 13:09:14 GMT

Hi, I have exact the same issue. ex B.T customer for 20+ years no issues, EE every month I have issues with them. I have had complaints in that gets closed without resolution and still an open I.T ticket to link by broadband to my account. EE said they could send me a copy of my bill but it would cost...... If I had the link working then I can do speed tests from the app, downlaod bills for FREE and also reboot if needed. This is now a joke as no compensation and I am stuck as just migrated so on a long term deal.

Re: Transferred to EE from BT and unable to link my broadband to mobile

pastones — Thu, 12 Jun 2025 13:11:22 GMT

Hi, I have exact the same issue. ex B.T customer for 20+ years no issues, EE every month I have issues with them. I have had complaints in that gets closed without resolution and still an open I.T ticket. my boosters keep flashing aqua which after a call with EE stating they are too close to the broadband router (2 rooms away and one of them is upstairs back room) they would get an engineer to come out. Engineer came out and said not sure what the problem is but replace the booster then jumped in his van and drove away.. new booster arrived and still going offline now and then. paying for a service that we are NOT getting at the moment.

Re: Transferred to EE from BT and unable to link my broadband to mobile

Christopher_G — Thu, 12 Jun 2025 17:00:21 GMT

Hi @pastones

Welcome to the community.

I'm sorry to hear that you're having some problems with your broadband service. I recommend speaking with our Customer Support team to let them know that you're still having problems after installing the boosters. They'll be able to update the ticket and continue with the troubleshooting with you.

Please keep us posted with what happens next.

Chris