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?  

[DavidFraser]

Following on from my last note.  I can now log in to my mobile account, and the menu allows me to link to my Broadband one.  So the merge seems to have worked.  Still 2 accounts, since 2 departments, but an improvement at least.  

[CDEE]

Hi All

I have been interested to find this thread as I too have had no joy in getting my EE Mobile account linked to my EE broadband, nor view my EE phone bills anyhow online! In the process, I was also (like Newforest User) told that, by default when transferring from BT, I had been overcharged £2 a month for having a detailed breakdown of my bill (which I have never even received - paper or otherwise!) and they have refunded me for that so I've had a free phone bill month and partial refund for next month! I went through to the tech team and was assured it would be sorted but it hasn't been. 

One of the solutions when told " Unable to link accounts" was to go into an EE shop. In desperation, I might try this but have pretty much lost all hope of getting this resolved. Surely it cannot be that hard as it was done for decades by BT!

[Aud9]

Yes, I've been battling this case since Apr24 Just as accounts were about to pass me to tech I said, “ Noo, hold on here, let's be honest, I've been promised a solution by everyone in EE and its costing u guys a fortune spending soo much time on this case. I dont want to be passed to tech who have no solution. So...She admitted that they haven't found a solution and gave me a £30 credit and I said Ok but post my bills out for next three months.
Got credit and one bill ...
Sent from Aud Clements

[DavidFraser]

Yes, they can link two accounts! I’ve posted a series of notes, some time ago. After much effort, the Tech department were able to link my ex-BT account to my EE mobile one. I can sign in using my mobile ID, and see both accounts. At least, I could, unless EE have fouled things up again. The problem is that the mobile and broaband acconts are dealt with by separate departments, who seem unable to talk to each other, or actually co-operate.

[newforestuser]

I nearly went down the EE Shop route - but finally got things sorted just before I did. It's got to be worth a try - maybe you can refuse to leave the premises until you're happy!

Good luck. 

[JH4283]

This is exactly what has been happening to me as well. I moved to EE BB in early December. When I couldn't see my BB account I phoned and was told that they had to fill in a form to do it and it would take 5-7 days. I phoned again about 2 weeks later as nothing had changed and the person I spoke said they could see the account was linked and said they would ask the tech guys to sort it out. I left it a week or so and phoned again. The guy I spoke to said he would raise it as a complaint and he didn't really know what else he could do about it. I have not heard from EE about the complaint and I still can't see my BB account. Sounds like this is a common occurrence unfortunately. No idea where to go with it now. 

[DavidFraser]

This is becoming absolutely stupid! It’s not impossible for the two EE departments to get their act together. They can link mobile and BB accounts, and the staff we speak to ought to know that, and to pass customers on to the Technical staff who can actually do it. When are the members of this Forum going to see a response from EE itself?

[newforestuser]

Very like the Horizon scandal, EE are ensuring that they keep this at the individual level ( divide and conquer). Its only going to get a company response when either an Ombudsman or a national- level watchdog ("You and Yours" or MSE) get involved. 

I really can't believe that EE couldn't fix it if there were to put the appropriate levels of resource in place. If not, they really shouldn't be in the telecomms business.

[Deniseja]

Same issue here 

never have seen the bill . 

[CDEE]

I’m bracing myself for another call to EE. The fix that was promised by the tech Dept “in around 5 days” never happened. I have had a refund on the £2 add-on charges for a detailed bill ( which I’ve never had!) but attempts to link accounts are still met with advice to go into an EE shop or phone 150 to sort it out! And EE are putting up our mobile charges shortly! When I was with BT both mobile and broadband were on the same bill! Now I get a separate mobile bill just notified by text and no way of looking at detail! Grrrr!