Cannot view my EE Broadband account or bill after switching from BT

[Eddiestrat11]

I suspect I am one of many but here goes hoping adding this entry may make someone in EE take notice. 

I have been a EE mobile customer since May 24 when I switched from BT Mobile. This year I switched from BT Broadband to EE and my broadband was activated on 2 Jan 2025.  Since then I have not been able to view my broadband account, bills, nor manage my wifi settings via the app. I have tried both via  EE login on a Windows desktop and via EE Mobile App but neither show my broadband billing  or settings. I can view my mobile account and bills but not my broadband. Today (26/2/25) I received notification my first broadband bill was ready (nearly 2 months since start). However, I am still not able to view my bill nor manage my broadband account from either a desktop pc or from my EE mobile app. I have had numerous (7-8) calls via 150 with EE guides who have said they have raised it with back office team and it should be fixed within days (anything from 24 hours to 2 weeks was quoted) but it never gets fixed. One even asked me to provide a secondary email so they can then merge accounts but that didn't work. 

What a shambles!  Why can't EE simply add my broadband account information and billing to my existing EE ID  given the same email is used for both. Having worked in IT I suspect it's their back office systems which aren't joined up!   

Did anyone actually get this problem fixed and knows how?

[XRaySpeX]

@Eddiestrat11 : This is not EE CS but a user discussion forum that can have no access to your specific account. You need to raise this with CS.

Many have been in same boat & I gather that some have been fixed by CS.

[Eddiestrat11]

I know this is a community forum! I said I’ve had calls with customer support 7 or 8 times but to no avail. However, there have been many similar posts on this forum so asked if anyone else has experienced the same and had it resolved. Also, I understand EE staff do monitor this forum judging by several replies posted. 

[Shm1]

I have had the same issue since Jan 24. After several phone calls, emails, complaints being raised then closed etc I gave up trying until again today. Told to uninstall, then install, new password, old password then new complaint raised and just this minute received the dreaded text to say if we do not hear back from you in 7 days, we will close complaint. I’m literally bashing my head against a brick wall 

[JimM11]

@Eddiestrat11 @Shm1 It's a hang in there, but do keep an eye on the Direct Debit's on the banking, until all the stars align, and the account database, all intertwined get together banging heads and brick walls do not go together just like BT - EE transfers.

[Shm1]

I’ve been hanging in there for almost 1 yr and 5 months but yes I do keep and eye on the direct debit as that’s all I can do. Hope you get resolved soon 

[JimM11]

@Shm1 Never had a problem came from sky march 2024 left ee on march 2025, billing, accounts, apps all worked well apart from the odd app update screwball...

[Shm1]

 I already had already switched our mobiles with bt/ ee  the broadband switch was much much later. So the issue has been linking them both. 

[Peter_W]

Hi there @Shm1.

Welcome to the Community, and I'm sorry to hear you've had so much trouble getting this sorted.

When you've spoken with our team about this, have they made sure that all details are identical between the two accounts for mobile and broadband?
If anything is even the slightest bit off, such as a title or spelling, then these have issues linking together.

Peter

[Eddiestrat11]

@Peter_W 

I like many other customers who have this problem use the same email and address data for both broadband and mobile accounts. Your systems should be able to recognize this and merge the accounts to the same EE ID. Having worked in the IT industry, software solutions are very capable of merging customer data. In my case the problem was fixed after 2 months following many complaints and calls,  but a month later my broadband account dropped from my EE ID and I could no longer view via the app or website.  Seems it's more of a problem with your IT systems than with the data!