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

[NewportMichael]

Ask them for a free 'Smart Wi-Fi Plus' box, fit it anywhere you have a poor signal. I believe you can have up to three but it might depend on your package, just ask!

[m120firestormer]

I've raised a complaint so will wait and see what happens. Not impressed as hoped the whole process would be smooth. Far from it. I've now received the same email twice saying check my bill...which I can't!? Anyone else had duplicate emails? Makes me think I've somehow got 2 profiles on their system, which could be the reason for the app issue. 

[NewportMichael]

Are you able to login to your account? I use the web based interface and not the phone app! If you can login you should see Bills and Payments at the top right of the page. Initially I could only see my mobile account (you probably have different account numbers for mobile and broadband) , which as you say you may have two accounts, that was never explained as once it worked and I could access both accounts I was happy. Did you get an order number when you complained? It is an unnecessary ball ache, but it can be fixed. I am not a EE employee, just ex BT. I don't have any other ideas for you.     

[m120firestormer]

Thanks for all the info. I get a 'Sorry, there's an error...' message on the web based interface and the app so seems like more of an issue. Not had an order number - what does that allow me to do? Thanks again. 

[m120firestormer]

Submitted a complaint a week ago and other than an initial 'thanks for your message ' email I haven't heard anything!? I'm now seeing 'renew your broadband ' adds on the app though still can't access any of the wifi functions or see my bill. Unable to view my bill via the website either. 😡 

[NewportMichael]

Some how you need to get an order number when making the complaint, mine came by text (is your mobile with EE?) I suggest ringing again and stressing how unimpressed you are and would like the complaint raised with their TMC (Technical Management Centre) as it's been going on so long and is unacceptable. I just checked my web app and that's fine. I don't really know what else I can say, Take a look at the Ofcom site to see if they can help, but you will need that dam order number. I'd be interested to when you get it sorted! 

[XRaySpeX]

@m120firestormer : Why an earth would you need an order no. to make a complaint? The order has already been fulfilled. It's your a/c no. you need which you'll find in your Welcome email.

[m120firestormer]

Thanks for the info. Not sure on the order number as that was suggested by someone else. I spoke to EE today and apparently there is a backlog of mobile/broadband linking so they were unable to provide a timescale for this. They did however suggest that I set up a new EE ID with a different email so that I could view my broadband bill. This has worked though is less convenient than having them linked, which I'm hoping they will be able to do soon. Not the best customer experience. 

[FUTTBTwithEE]

This whole process of linking your BB account with your Mobile is beyond a joke.
We have 2 separate EE mobile accounts and a Broadband account. 
We have been unable to link the broadband account in my wifes name to her EE mobile account in hte app or browser.
We get to the 'we need to check some details phone 150' prompt and have now tried many times calling CS over the last 6 months since we moved from BT broadband to EE broadband and no one has been able to resolve the issue.
Pretty sure we will be moving our mobiles and broadband to a new supplier soon as we will be out of contract very soon.

[m120firestormer]

I agree. Very frustrating. My current workaround is I now have 2 EE ID's - I log in on one for mobile, the other for broadband. Far from ideal (or seamless!) though Incan at least see my bill and control my wifi etc. I asked about timescales to link my accounts...and they couldn't give one!?