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]

EE are totally incompetent about this.  I have contributed several times on this topic.  Though I have separate log-in IDs for Mobile and Broadband accounts, there was a time when EE managed to link these.  I could log-in using my Mobile ID, and deal with the Broadband account too.  Tried it just now, and the Broadband section hangs, going nowhere!   EE Mobile and Broadband are different departments, and they can't get their act together!  This problem has existed for years, and EE seem quite unconcerned about all the criticism. 

[CDEE]

Just an update. I am feeling hopeful! I phoned 150 today and said that whilst I understood (from posts on this Forum!) that EE do not seem technically able to bill for both broadband and mobile on the same account, I would settle for being able to view my phone bill breakdown online of on the EE App!

The EE responder confirmed that this was the case i.e. EE cannot bill both broadband and mobile bill together! So I will continue to have separate payments taken. So EE are guilty as charged!

However, she noticed that our mobile account and the broadband account (different account numbers!) have different profiles for my husband, who is the account holder. One is "S" and the other is "Stephen" and that this is the reason I have been unable to link the accounts online as they cannot match them up. Understandable - though why the accounts were given different customer details when we were moved over from BT, I do not know! ? Then passed over to broadband tech team who changed the broadband account holder name to Stephen and told me within 7 days the linked accounts should be possible!

Let's hope they've cracked it this time! I'll report back. 🤔

[newforestuser]

I wonder if they'd show a bit more concern if "You and Yours" on Radio 4, or "Watchdog" on BBC TV were to do an item about it? It's definitely a consumer issue that has a waft of fraud or misleading advertising about it.

[CDEE]

Just coming back on to report success. Having amended the profile name for my husband to be the same on the 2 accounts, I have now been able to link them and my mobile bills are now accessible on my broadband account. Yay! 😁 👍

Might be worth others checking to see if the issue is the same? It's only taken a year! 

[DavidFraser]

Congratulations!  So there is a faint hope for the rest of us.  Connecting two accounts has worked, then it fails.  EE claim they can do it, then they can't.  No wonder customers express the wish – in these forums, and in national newspapers – that they had stayed with BT as it was, or can go off to find another mobile operator.

[newforestuser]

As another customer who had the problem solved finally after nine months of despair (and almost on-the-spot and apparently quite easily, because I eventually got through to someone who seeed to know what to do), I feel for all those still suffering when they see that there IS a solution but is isn't being tried for every account. Here's hoping that eventually it is and it'll all seem like a bad dream!.