Can't manage broadband account in MyEE

[Andalya]

I cannot add my broadband account to MyEE - I can access the old broadband account interface with the "SET UP YOUR HOME BROADBAND ACCOUNT" option. I click on this and try to set up, but every time I get "Something's gone wrong at our end, please try again later". I have tried validating via my mobile number and my bank account to no avail. I don't really know how to proceed because I can't spend hours on hold to customer support.. I've had the mobile account for years and EE broadband since 2022.

[Friggs]

I moved my broadband from BT to EE on 9th December 2024.  All working ok but I am unable to see my broadband bill at all.  I already had EE Mobile and had an online account that I accessed via MyEE and I can view that ok, under the Mobile heading.  However, when I click on the Broadband - manage all I get is "your order is being processed and you will be able to view your bill when it is all set up at home".  It has been set up for over a month now.  I have called and talked this thru about five times now and each time they say wait five days and it will be fixed.  It never is.  Did you get sorted out?

[Friggs]

This is my problem too.  Let me know if you get it fixed.

[Friggs]

Hi Andalya,  So fed up now that I am going to leave EE.  Who did you go for that was faster and cheaper?

[Friggs]

How did you link the broadband/mobile accounts please?   I have tried and EE have tried.  I go on MyEE on laptop and get onto my mobile bill easily but cannot link BB.

[JimM11]

@Friggs When did you get the broadband?  Does the link below help or explain?

Linking Your EE Products | Profile Help | EE

[newforestuser]

After i moved my mobile, broadband and TV from BT to EE it then took nine painful months of constant calls with call-handlers and technicians before i could access my onlime accounts.

And then, as if by magic, they got me to use a different email address for the account and everything sort of fell into place. 

I seriously doubt that id renew with EE In the future - they obviously don't see customer satisfaction as a priority .

[Andalya]

Plusnet, so far everything is working as it should and online account management actually works. 

[Friggs]

I had been with BT for a great many years, with no problems.  Then they got in touch about switching to EE under the new business models/merges that are happening, so I went ahead and the switch over from BT to EE happened on 9th December 2024.  Broadband is all fine.  Just can't see my online bill for B/B either on my laptop or my mobile phone.  I will try the link you sent me.  Many thanks for answering.

[newforestuser]

You could take the view (as I did for a while), that if the broadband service itself is working ok, you can survive for a period by receiving monthly paper bills. While this is satisfying in that it obviously costs EE to do that, I suspect they don't investigate your problem as thoroughly because you're not chasing them every few days. It also means that, without access to your account via the website or mobile app, you're unable to make any changes (such as increasing data, etc) or take advantage of offers. You also get to feel like a second-class customer (although you're probably used to that already!).