Can't see any products in my account

[Bradmax57]

I was until recently with BT for broadband but deal came to an end and I was moved to EE (which has been a total nightmare!) lost my landline number i've had for 25 years and was basically told tough!

Anyway when I log into my EE account on PC I cant see any signs of any packages etc that I have, i keep getting text to say view bill click on link but the link just takes me the ee website that shows nothing even after I log in, what on earth do I need to do? Called EE and they were as much use as a chocolate fire guard, the person said leave it 24 hours and it should then show up in my account well that was almost a week ago! Can't wait for 22 months to fly by and bail

[FIZZYLP]

Hello @Bradmax57 

Your house phone will now be Digital Voice IP Service but will no longer be the old PSTN Line.

Now you have an NEW EE ID account you now need to link your Broadband service to your online account.

Link your account to your EE ID

If you want to link a new EE ID to an existing account, you may need to give us some details to bring them together. Once you’ve created your EE ID, log in and you should be asked to link products automatically. If you need to link additional products afterwards, you can contact us and one of our EE Guides will be able to add the rest.

Broadband customers 

If you have a broadband account you'll need:

• your account number - you'll find this on your bill
• some customers will also need to give us a few personal details - your name, contact email and mobile number

[Bradmax57]

I understand that, however I was never told when I switched i'd loose the Digital Voice IP Service I already had with BT, its not a massive issue as I never used it but my 89 year old father in law always called us on the land line and now can't. I can't link the account as I have nothing with my account number on, when I phoned EE they told me that they had linked the account to my EE ID but obviously not can't wait to leave!

[FIZZYLP]

Hi again @Bradmax57 

I do understand and appreciate that, if you do have Digital Voice services then you should be able to use it from today by plugging your house phone into the back of the Router/Hub directly if not will take a minimum of 60 minutes to have a working service from when you order it.

Sounds like your EE ID needs to be sent off for investigation with the Software Engineers that takes 3-5 working days to complete known as a Bridge Case (Get Help) request as it sounds like a mismatch within the OSCH Platform.

[woodychain]

You are by no means alone in this.

I was transferred from BT to EE at the beginning of May.

I was put onto a broadband speed almost half of what it was with BT and a totally different call plan on my landline.

I first raised these issues on the 10 May, but nothing has been resolved as of today. 

I have kept notes of my 30+ calls to and from EE.

I hope your issues have been resolved now?

[Bradmax57]

not sure ive lost that much speed but it is definately slower, despite them saying it was the max available on my line, I do a bit of video uploading at home for work in the evenings and if I upload anything to onedrive to store the files everyone elses internet grinds to a halt, 

[woodychain]

I believe "Which " run a free speed tester, might be worth running that, see what it says and check your speed is as per your contract agreed speeds.  

[Bradmax57]

My speeds are all over the place, sometimes ping as low as 12, download 75mbps upload 17mbps then other times 50ping 35 download and 6 upload all at random times of the day, never had any issue in all the years I was with BT as soon as I got switched over to EE it just went to pot and i'm stuck with them for 2 years!