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?

[JimM11]

@Ant3001 Are you using mobile or pc? if you scroll down page do you see option to link a product?

[Ant3001]

Unfortunately my old BT address was previously used to sign up to EE mobile years previous and has since been closed so if I login using that address I just get a ‘this account has been deactivated’ message. After several attempts it transpired that the guy that created my EE broadband account (I signed up over the phone) made a mistake inputting the email address. On that discovery there was some hope that we were on the way to a resolve but sadly not.

i have spoken to an operator who explained they can see both my mobile and broadband accounts on their system and even create a temporary connection so that they can see all the information under one dashboard but it won’t stick 😞

[Ant3001]

I’ve tried the ‘link a product’ on both the app and pc but still get the same ‘contact support’ message

[Ant3001]

Are there any mods in the forum that are able to escalate?

[Jermanlad]

I had the same issue. Basically EE separate your bills into 2 if you have broadband, tv AND mobile. They separate it, so it’s Broadband+Tv bill, and Mobile bill.
So you have 2 separate bills and sadly they’re unable to merge all into one bill. I think it’s silly myself but it’s how it is. I hope this helped.

[Jermanlad]

EE separate your bills into 2 if you have broadband, tv AND mobile. They separate it, so it’s Broadband+Tv bill, and Mobile bill.
So you have 2 separate bills and sadly they’re unable to merge all into one bill. I think it’s silly myself but it’s how it is. You don’t need to assign to new ID they just need to merge Broadband +Tv into 1 bill, and if you have mobile/sim that would be the second bill both shown in app. If one bill isn’t showing definitely contact EE and they can help. I’ve found they do more on call than live chat. Hope this helps

[Ant3001]

I think you might be referring to billing rather than accounts. I’m not able to view all of my products under my EE Id (I.e. the app or web portal that you log into to view your account details etc)

[Perks46]

Really feel that this BT , EE, EE-NEW merger has been handled in a very poor way.

There seems to be still 3 different companies operating the systems and NO ONE cares about the effect it has on Customers.

I have not been able to access my new Broadband account since opening it (Oct/NOV 2023)and thus I am unable to view my contract details never mind my balance statements. I get the emails saying I can view my account but that is not possible so the only time I know what has been charged is when they debit my Bank!!!

I can see my Mobile details but the merger of the 2 features seems to be deliberately being ignored.

What benefit is this or does it mean I am free to leave the contract (without penalty) at any time as I have no official notification of what the deals is?

Come on!! BT, EE, NEW EE, or whatever you are now called and please get this sorted.

YOU HAVE HAD LONG ENOUGH!!

[Jayne011]

I've joined these a few weeks ago and I'm having the exact same problem. I've taken out mobile and home broadband. I can only see my mobile info amd nothing to do with broadband. 

Since ive not been able to view a broadband bill they had taken a payment today that was over double from my bank and I didn't even know it was due. 

I will be calling them today hopefully they can sort it out as I'm not a happy customer. Mobile side no problems but broadband is like wow really 🙈

[JimM11]

@Jayne011 So you know, the Home Broadband and your Mobile are two different accounts, you have an account number for each, they are treated as separate, and you have to get them linked to your EE ID so you can view in one application, when you are trying to get your direct debit payment sorted see if CS can link your accounts to your ID. Mobile account number you will see on your bill, broadband account number should be on your welcome to EE e-mail if you got/have it. HTH