Account confusion and worries?

[Mh12345699]

Why would the equipment for my internet at my property be linked to another account even after raising concerns account previously?

I did indeed have an open reach engineer visit so i would imagine any equipment should be linked to myself and home property address to which the equipment is situated?

I find another account linked to my equipment a concern as i would be unsure to any other accounts apart from the BT account from which i migrated over to EE from.

Please advise (i have sent a complaint over to the relevant team at EE in the mean time

Why would the equipment for my internet at my property be linked to another account even after raising concerns account previously?

I did indeed have an open reach engineer visit so i would imagine any equipment should be linked to myself and home property address to which the equipment is situated?

I find another account linked to my equipment a concern as i would be unsure to any other accounts apart from the BT account from which i migrated over to EE from.

Please advise (i have sent a complaint over to the relevant team at EE in the mean time

[Mh12345699]

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Why would the equipment for my internet at my property be linked to another account even after raising concerns account previously?

I did indeed have an open reach engineer visit so i would imagine any equipment should be linked to myself and home property address to which the equipment is situated?

I find another account linked to my equipment a concern as i would be unsure to any other accounts apart from the BT account from which i migrated over to EE from.

Please advise (i have sent a complaint over to the relevant team at EE in the mean tim

 

[Mh12345699]

 

 

[Ali_A]

Hi @Mh12345699 

Welcome to the Community. 

Please give our Customer Service team a call. A guide will be able to check your account and equipment is linked to correct login, as well as manage the online account for you to match the login you want to use. 

We don't have access to Customer Accounts here in the Community Forums to be able to check this. 

Please keep us updated with how you get on. 

Ali 

[Mh12345699]

How could something like this happen, many years ago i was a victim to my mobile number being hijacked so i always worry about anything not to appear as should

[Matt_124]

It is extremely unlikely your account has been hijacked, it is more likely to be one of a catalogue of errors that have been made when it comes to linking Mobile and Broadband accounts to the same EE ID.

This usually is caused by an incorrect email being entered (not necessarily by yourself, possibly an EE Guide) when the broadband order is processed, linking it to a new account which can't be accessed in the intended manner.

Contacting EE is the necessary step to rectify this, they will then ensure there is nothing improper in the security of the account and attempt to link it for you.

[Mh12345699]

Yes - already mentioned. And, i was originally with BT and swapped over. 

I have wrote a complaint regarding it as its been highlighted to them from me and its just comcerning as no real explanation when getting feedback from advisors.

[Mh12345699]

When i enter my account online everything seems correct such as billing, dates related to orders and that is what is concerning as how can thr equipment that is providing a service to me at home not seem to be connected to my account.

And after an open reach visit and multiple complaints i would have expected not to see such messages.

[Matt_124]

Is it Mobile account details that you're able to see or Broadband details?

If Broadband you should either see all of the details or none.

[Mh12345699]

My broadband Internet and like mentioned i moved over from BT.

I do not think i have ever had an EE mobile contract.

The man said when speaking over the chat support a few things (after me highlighting them) such as 'user giving email' also mentioned my email but with  _del after the usual co.uk, also when i originally installed the new EE router - BT help said the new EE router was still showing as the old smart hub.

But as mentioned billing such as payments seem correct hence why i would be concerned this hasn't been picked up as a potential identity issue.

I do notice something dating back to 2014 when searching for an order but i dont believe i would have had EE as i was with other companies for phone, Internet at my previous home.