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?

[Shm1]

HI, yes all details are correct as the account number & email addresses have been checked while on chat or phone calls. 

[SRE15]

I have been waiting since middle of 2024 for EE to fix the issue of me not being able to see my Broadband Bill within my online EE account.  After spending a very long time on the phone to EE who could not see there was anything amiss with my information and being told the issue would be fixed and someone would contact me, this has never happened.

Shame on EE.  I never had a problem when I was with BT!

Sharon

[Peter_W]

Good evening @SRE15.

Welcome to the EE Community!

I'm concerned to hear you've not had any updates on this, especially seeing it's been quite a while since you first reported having issues. 

When was it you last spoke to someone, and were you given a timescale of when you were likely to hear back?
Peter

[Nick239]

Same here, been about a year since I swapped from BT and have never seen my broadband bill written down, I get sent links to view it but just goes to my mobile bill, as soon as the contract with them expires im out of there sering what they charge and the service they provide just isn't worth it.. sad really BT were good and EE completely bodged it 

[JimM11]

@Nick239 You may be lucky and a path back to BT may be opened, so worth having that talk with a BT Guide!

[Rach_H]

Hi @Nick239,

Welcome to the Community!

I'm sorry to hear you're having trouble accessing your broadband bill. If you reach out to our team on 150 then they will be able to take a look into why this is, and help you get the access you need.

Rach

[JaxHurst]

i'm having exactly the same problems but am still getting bills from BT for a service that when I log into my old BT account says I have no usage that needs paying for. Thankfully we pay bills as and when they come in so no money is currently going to Bt but I can't link my broadband with my mobile EE account. 

Did you get any resolution? 

[JaxHurst]

I'm finding that to be a futile process...considering moving to Sky....plus side EE aren't getting paid at the minute and I'm not paying the BT bills I keep getting sent x 

[JimM11]

@JaxHurst You really NEED to call EE CS and get some sort of resolution to what is going on before BT hand over the NON payment to debit collection!

[Eddiestrat11]

Yes, after about 5 months and many calls with guides and then the technical support team. The issue was that my broadband email was associated with a legacy account, having previously been with BT. Once they identified this they manage to sort it and link my EE broadband with my mobile account.