Cannot Link Broadband to my Mobile account

[GTU]

Almost a month ago, I decided to move from BT broadband to EE (alongside existing my EE mobile account) but have tried multiple times to link the new BB account to mobile on the MyEE App and online but keep getting the same message - to ring EE to do it! Have tried them several times, had account details confirmed by EE customer services and been told by them that their tech guys will do it, but still cannot access BB account - and my first payment has just been taken today for a bill that I cannot even see! I see there have been a number of EE Community entries outlining the same issue with no apparent solution. Does anyone know how to get this (what should be a simple task to such a big tech outfit) done?  

[Russ5]

I raised a complaint and then asked if I could leave without penalty. 

[DavidFraser]

Earlier I raised the question about trying to link a mobile account to a new broadband installation.  Looks as if this is a long-standing issue EE cannot fix.  I tried creating a fresh account, under another email address.  I now can see my broadband account (and bill) here, but not my mobile one - but my profile is the same under either access route.  This is crazy!

[Panzermum]

I moved from BT to EEwhen my contract was up in March 24. I was promised seamless transition. I have been unable to access any details on my billing or broadband account. I have no idea what the number is as I am locked out of my account as somehow EE have tied a very old previously held mobile account to this new one. It has been “investigated by EE” and told to me that it may take a YEAR to untangle this mess. They also told me there was a number of BT customers that were in the same position upon migration to EE.

The last technician advised me to open ANOTHER EE EMAIL and use that for access, well , guess what? -  I can’t do that either.

sick and tired of it. I’m very very tempted to cancel and move to SKY . 
EE do not seem to be technically able to cope with this migration . I wish somebody would help. The technical person told me that they would close my complaint as there was nothing else they could do. Totally unprofessional and inept.

[Panzermum]

I’m in exactly the same position, money being debited for a service I can’t check on , o ly by looking at my bank account - ludicrous.

[Panzermum]

Sorry.  Still in deadlock with EE still unable to access my broadband account.

[Russ5]

I left Ee broadband without penalty after I raised a complaint and went back to BT. Unfortunately you just need to annoy them until you get what you want. 

[newforestuser]

Hi Russ5

Did the move back to BT go smoothly? I had years of fault-free and painless service from them until I migrated (as advised by BT) to the cowboy operation known as EE.

However, I hear rumours that BT, in its efforts to become a "business-only" concern, is giving less of a service to its residential customers. Any views from your experience?

[Russ5]

It was relatively pain free, had to have a visit from an engineer which I don’t quite understand but it’s been good with no problems to date. 

[Aud9]

Here I am in Nov 2024 having waited on a link since April 2024 . Has anyone out there got their broadband linked to mobile or at least got them to send monthly paper statements?

[DavidFraser]

This has been a problem for several years now. When you move from BT to an EE broadband account, the EE staff can quote and use your EE mobile number to contact you. But EE are incapable of linking the new broadband account, and its number, to your EE mobile account. I have two EE log-ins: one for my mobile account and the other for my broadband one. It’s totally incompetent, and says a lot about the poor service from BT/EE, though I’ve always found the staff try to be helpful, when I’ve spoken to them.