BB account linking issues

[Platt21]

I switched over from BT to EE for my BB around mid December as I am already a mobile customer. The BB does not show on my account although I noticed a direct debit has been taken - the full amount has also been taken even though it is just under 3 weeks since BT had also taken a full payment?

I am unable to access BB billing nor am I able to link the products on the app as each time I do it asks me to call EE to confirm my identity. On 3 occasions I have spoken to advisors who refer it to ‘the back office’ and am told this will be sorted within a couple of days. Apparently the system doesn’t like merging BT accounts. 

Another issue with this is I am not able to get the unlimited data added to my 2 sim plans for having both products as the system doesn’t recognise it. I am unable to use EE home to manage my router as every time I try it says unable to connect to network although the BB is working at full speed. I have not received the 12 month game pass ultimate subscription offered as part of the package.

Becoming increasingly frustrated at the lack of progress, being unable to access my billing, having payment taken without any notice and not receiving any of the perks which enticed me over at a higher price despite having several months remaining on the cheaper but same speed BT package.

Has anyone found the solution for this type of issue? Extremely frustrating.

Any help appreciated. 

[Platt21]

No one from EE can help as their systems regarding these issues do not work. Many hours spent on the phone has confirmed this hence why my perks were manually added to my primary account and a secondary account was created with an alternative email to access bb billing. 

[Storm500]

@Platt21  Give @David-M  a chance have a look at his PM and reply, you may be surprised.

[tammclaughlin]

It looks like EE have no idea what's going on.

The technical person I spoke to said there was an issue with accounts showing on the website and to check a few hours later.

I spoke to someone else end of last week who was able to get further and explain that in the welcome email there is a link that should take you in to allow you to merge accounts.

This is required because I am an existing EE customer with mobile phone accounts and I used to have broadband with. When renewing my mobile phone contract a while back I was incorrectly persuaded to switch to BT broadband as all EE customers would be switching to BT.    Now that I have moved back to EE, my broadband is with a new account and the accounts must be merged.  No idea why I should be expected to know this or even do this - that EEs job.

However the person I called realised there was an issue and it needs to me merged manually by someone at EE so has raised a fault or issue which can take up to 5 weeks to resolve.

Possibly then I will be able to see my account and also get access to the Xbox game pass.

This really is terrible support from EE. 

[Platt21]

Not a good experience at all.  I would speak to them and have the game pass and any other add ons manually added on to your mobile account as they have done with mine.

[tammclaughlin]

They tried to do that but would not work hence a fault raised.   They person was very helpful but looks like a system issue 

[shiner54]

I am so fed up of this now. I have just written a letter making a complaint. Twice they have promised to send me a paper bill but haven't even received that either.

[chrysallliss]

I have a very similar problem and also was told today (after 2 hours on the phone!) that there is a backlog of these issues and it could take 6 weeks to resolve!