Cant link accounts

[NA075]

Hi

I'm trying to link my broadband account with my phone account but I'm unable to do so using the app or from calling 150 customer service. Any suggestions? Many thanks

[David-M]

Hi @Dave1360 and thanks for posting.

I'm sorry you'e also having this problem merging the accounts. I can get this over to the correct team. Check your inbox for my message and drop me over the details.

Cheers

David

[MK230862]

Why bother saying you can help when you clearly can’t.
I am still waiting since January 3rd and no change, no merge and no communication.

KR
Mitch

Sent from iPhone

[tammclaughlin]

EE are not managing this issue well at all.

There was clearly a significant IT issue between different systems but agents were not informed as I initially also had a mix of people telling me:

• They can fix it/they will pass to someone who can
• I should be able to link my account myself - does not work
• I will get a call back
• told I was on the wrong package and updated to a better package then missold a smart watch
• I will fix fixed on date1/date2/date3 ....
• Update your app - nope - it's not an app issue and I also want to view my account on a web browser
• Fix is being rolled out .....

Still can't see what I am going to be billed every month or access my account to confirm the package I am on and the difference between what I ordered and what I ended up with.

I have a case opened with the ombudsman who are gathering evidence on the complaint

[TJP2]

Hi, this seems to be an ongoing situation, I can't link my broadband account to my mobile account, I have spoken to people at EE and they promised too sort this, it's now been over a week and still all I get is call 150. 

You have been quick enough to send the bill which I can't see, but not so quick in providing support.

Trevor

[tammclaughlin]

Only 1 week? I've been waiting since January 😭 😁

Personally I don't believe anything they say since you get a different story depending on who you speak to. I was even told how to fix it myself......

EE should be honest to customers about the issue instead of giving out false information 

[TJP2]

Wow, I won't be holding my breathe waiting, it's not good when they are happy to take the money every month but can't be bothered to put things right. I've only been with EE for little over a week and I'm already regretting the move. 

On top of that their Smart Hub Plus isn't so smart, I now cannot get wifi to where I want it, the Hub seem to emit a much weaker signal than the old BT hub, I notice others have had similar issues.

[tammclaughlin]

I have a case opened with the Ombudsman. 

Their hub is crap and the network drops frequently. My IP also keep changing indicating that the connection drops more frequently than before.  I also can't use DDNS with their router.

I will be switching to City Fibre as soon as I can as they also provide fixed IPs.

[Bluemoon1959]

I am in same situation - never seen a bill - going to contact the ombudsman

[Bluemoon1959]

I am in the same situation - I am contacting the ombudsman - never seen a bill but they take the money every month

[tammclaughlin]

https://www.ombudsman-services.org/