APP /Account not linking devices.

[PaulMetcalf]

Just migrated from BT to EE not through my choice. Managed to get mobiles and broadband working. Set up on line account and down loaded the APP. Tried to link the broadband then the issues started. the message you get is as below. So Phoned up spoke to 2 different agents the first one openly saying that they have issues with the App should have been fixed by the 10th , she was unable to help the second agent tried but failed to  link my broadband, had no idea why but raising a ticket and it may be sorted within 3 days. So as it stands I can look at my mobile account but have no idea what is happening with the broadband. So far not impressed.

We need to check a few things

Give us a call to confirm your identity.

Call 150 from your EE mobile or 0800 956 6000 from any other phone to chat to an advisor and get your products linked.

[EmJayAitch]

Yes I have tried deleting and re-installing, but I will give it another try.

As for a ticket being raised I was told one had been raised during the second call, but I have heard nothing more.

Thanks for responding

[Leanne_T]

Hi @EmJayAitch 

If this continues after deleting and reinstalling the app, please get back in touch with our mobile guides and the team can check the ticket for you. 

Leanne. 

[EmJayAitch]

Yes it is still not showing our broadband.

I have tried to speak to tech support several times and each time I have been on the phone for at least an hour just to be given yet another excuse. 

[Leanne_T]

Hi @EmJayAitch 

I understand how frustrating this must be for you and I am sorry you have called several times and this is not resolved. 

When a ticket has been raised this can take time to be looked into and a fix put in place to resolve this for you. 

Our broadband guides are the best people to get you an update on the ticket, if you can contact us again when you get the chance. 

Leanne.

[EmJayAitch]

I understand it can take time, but I really believe 4 to 5 months is a little bit longer than I would anticipate.

It's not as if I am asking a lot really, just to get the app sorted so I can see my broadband, and billing etc.

I have been informed the accounts are linked at your end.

[Ewan15]

I think that the route cause of the problem is having two account numbers linked to the same email.

Your broadband will have a BT issued Account number and your pre-existing Mobile account another one.

The EE App basically can only display one set of account details. I suspect that if you changed the email address linked to the account you can see and after the change has been confirmed, log into EE with your current Email address you will see the missing account details. 

[EmJayAitch]

I did not have a pre-existing mobile account, up until the move over to EE I was with BT for both mobile and broadband.

I was told I would be switched to EE mobile because BT where discontinuing mobile accounts, I had no choice, then as I was discussing it with the EE representative he said I think we can offer you a better deal if you switch to EE for broadband at the same time, so we said yes. I have always used the same email address for both EE and BT so I don't see how that can be the problem.

[Ewan15]

I have experienced this before with acquisitions.

BT issue broadband account numbers for EE

EE issue mobile Account numbers for their mobile services.

I suspect from all the issues being raised that you cannot have two separate accounts associated with the same email address, working with the My EE App

I would suggest using the MY BT app. Log in and the account number you will see will be your EE Broadband account number

[JimM11]

@Ewan15 Not to confuse any further, Single EE ID login can have EE mobile and EE Broadband which are both separate account numbers attached and viewed from this single EE login.

[EmJayAitch]

Now I am even more confused. I have tried looking on the BT website and it shows no accounts at all.

I am getting more and more frustrated with trying to resolve this issue. Calling them is a waste of time because each time I have called I have been on the phone for well over an hour, and each time I have been given a different excuse as to why the app is not showing my broadband account. On one occasion I was told my colleague will ring you back within the next few days, NO call as of yet and that was about 2 months ago, I have also been told and I quote "we know there is a problem with the app, but it will be resolved within 2 days, definitely". sorry but BT was never like this any issues where dealt with immediately, maybe it's the software that is at fault or maybe its something else.

I still have no way of seeing my broadband account, billing or anything to do with it, even if I log into the EE website.