Can’t link my New EE broadband to my account.

[RMP5]

Hello,

I’ve just moved my broadband onto New EE,  it can’t locate the new product on my EE app (or online account). I have tried linking it, but keep getting an error message telling me there’s a problem and to ring up as ‘we need to check a few things.’ I rang up and the operator sent a message to the appropriate department. I rang five days later and this time the operator spoke to a colleague then informed me that EE are having problems linking accounts at the moment, but couldn’t offer any assistance other than telling me to wait.

does anyone out there know what’s going on, or have any suggestions as to the way forward?

[XRaySpeX]

LOL! App updates for both iPhone & Android have only recently come out.

[RMP5]

I’ve finally got my “New EE” broadband linked to my pre-existing EE login. 
Having lodged a complaint with “EE Executive Complaints,” I was asked by them to set up another EE login with a different email address. A few days later they magically managed to merge the two accounts together into the main account. 
Every 2-3 days I received a call from the complaints handler, who kept badgering on my behalf. He wasn’t able to fix the unlimited data boost, but arranged a phone call from that department, who rang within a couple of hours and fixed the data boost issue whilst I was on the phone with them. 
I’m left relieved that it’s finally sorted, but remain unable to get the EE app ‘manage Wifi controls’ to pair with my smart hub plus. Apparently this is another long term ‘back office problem’ at EE… Patience called for yet again!

[tammclaughlin]

still nothing from them despite getting a PM and phone call.

Well they did set up the 12 month xbox pass.

[Paul4Haze]

Same here only longer Ordered 10 January  unable to set equipment up as cannt log in after 40 + hrs plus in phone calls still today 3rd May not sorted the worst part started at £57 yesterday £103 total joke canceled dd but when someone say they are working in back office after 3 calls from same person I expected results refund of tv package may get but what about this all singing and dancing broadband it rubbish a joke since the merger with BT Ee is not the Company it was now service is not what it was . Been customer with all mobiles 11 years but that's rubbish now and 8 years with phone broadband old ee tv . NO home phone now cause on the best package (NOT) Have MS have to have wifi calling on all the time on mobiles cause new fibre no good in thick walled homes ie built in the 60s . To get best service I would have to live in a cardboard home rebuild . Company should be ashamed and take down the adverts where they say they are the best  Worst Joke so far 

So to be told it takes time 4months God if I  don't pay them for 4 months they would complain. We cannt they keep closing complaint 

[hobbitbrain]

My account merging problem has finally been fixed by EE. In the end I think it was due to repeated calls to complain about the issue and then finally being lucky enough to speak to someone who could get something done. 

[tammclaughlin]

A few have said to make sure you are on the latest version of the app.

I want to view view the website so don't see how that makes a difference since the app/website are a frontend for the backend info. 

[badge16]

Still the same issue in December 2024! Unable to access my broadband account after migrating from BT, something I now really regret doing. It would be better if all the EE sales staff warned customers that by switching to them you will encounter all sorts of issues that EE will be unable to resolve! 

[badge16]

Do you know how they resolved setting up the x-box pass please?

[thabani_sibanda]

same issue one year later and not solved yet!