Can’t merge Mobile / Broadband account

[Ant3001]

Having been with EE mobile for some time I signed up to EE broadband (moving from BT) in Nov 2023 however despite several calls over several months I still don’t have access to any of my broadband account settings, billing etc etc either through the app or online (despite receiving several text messages and emails informing my broadband bill is ready)

I was assured several months ago that EE are aware of the issue moving BT customers to ‘new EE’ and it would be resolved but I’m still waiting and am not sure I can face calling again and being passed from pillar to post to try and explain the issue to several advisors. 

Is there anybody in this forum that can actually help?

[Ant3001]

I switched from BT to EE in Nov 2023 and am still waiting for my account to merge. I have access to all of my mobile billing etc but have absolutely no access to my broadband account despite receiving text and email notifications inviting me to view my bill.

Can I be referred to the Mod team?

[Swordfishradio]

Same here.

The merge doesn't yet function.

I had to manage my hub in the app by logging in with my BT email address and not my current mobile related email address. 

They created this 2nd EE I'd when they pushed me over from  BT.

[Ant3001]

Should I ask them to create a separate EE  id for my broadband account? I think I currently have the same email assigned to both accounts but I could give them a different email for the broadband account so I could at least have some access to billing etc 

[Swordfishradio]

It's worth a try. It might have been already done.

[JimM11]

@Ant3001 This has worked and not worked for some customers, if you try to link accounts in the web/app do you get an error message? 

[Ant3001]

Yes, I get the message to contact customer support 

[JimM11]

@Ant3001 And when you call, they cant sort it out. have you tried the EE shop if there is one close to you? If you goto the page link below, does it automatically log you in?

https://ee.co.uk/exp/home

[Ant3001]

That link takes me to the login page where I can login but it only has details relating to my mobile accounts (nothing broadband related)

[Swordfishradio]

Have you tried using your old BT email address when logging into EE? Its worth trying to reset the password on it and if indeed that ID exists against that email address, you should receive the reset email?