How to view/access more than 1 Broadband/landline a/c on EE

[AustRJ]

I have 3 accounts (Broadband & Landline) across 3 separate domestic properties. I have recently moved to EE as the BT contracts have renewed and BT is transferring all its domestic business to EE. On the MY BT portal, I could easily switch between the 3 accounts to see bills, order new products etc. However, I can currently only 'see' the account for 1 property on the EE portal. I do get 3 separate monthly emails telling me when a new bill is available but when I follow the link in the emails I am always taken to the same account, and can therefore only see the bills etc for 1 property. Is it possible to switch between accounts on the EE portal, as you could with MY BT? If so...where have they hidden it?!

[JonathanDavis]

Thanks Robert - That's not great news.

Rach - on the old MyBT website/and app, if you used BT Broadband at two (or more) properties, you only needed to log in once, and on the page tabs you could switch between the differnet accounts you had, viewing bills and other infomation. Very simple. When considering switching to ee I asked and was assured that this would be possible, and seemingly now it's not. 

Can you confirm if possible or not?

If it's not the case, it's easier to cancel with ee (without charges) and sign up with separate providers, as although would involve multiple sign-ins, at least customers can see what they are being billed for. Something I currently do not have visibility over. This is a really odd business oversight, but you are not alone #ovo

[AustRJ]

Jonathan - this exactly my beef too! I could see my 3 accounts om My BT easily QED - see photo. I just want EE to replicate this. They say they can, file a form with some not contactable off site 'merge' team...and nothing happens.

[Rach_H]

Thanks for letting me know @JonathanDavis.

When you get back in touch with out team I'd recommend asking to raise a complaint regarding this and, if you're not happy with how this is being handled, you can ask for this to be escalated to a Team Leader, who will stay in contact with you until this is resolved.

Rach

[Rach_H]

Hi @AustRJ,

Welcome to the Community!

I'm so sorry to hear this has been ongoing for so long, and that the team haven't been able to get this resolved. If you've been left unhappy with how this is handled when you've called then you can raise a complaint with our team, and they will get in touch with you, and stay in contact until this is resolved.

Rach

[AustRJ]

Rach - are you a Bot or for real?! Complaints are raised each time I make contact. ....and then I get texts saying that it will be closed within 7 days or so. I wait to see if the 'merge' has happened, after your helpful colleague tells me that he/she has submitted a merge request form and everything will be sorted in less than 7 days. This never happens and your colleagues cannot directly access the offsite merge team (other than by submitting the form). It is completely hopeless and the only way I can see of me getting through this is if a single individual in your organisation will take ownership of the issue and properly investigate why there is a problem in merging my 3 accounts. I have not got the energy to run through my 'story' again with one of your front line colleagues. I need please, a senior and knowledgeable individual to make direct contact with me. Can you make this happen, please?

[Alex_H]

@AustRJ We have no access to your accounts through these forums so I am unsure what type of accounts you have, but checking the information I have it is not possible to have to new EE broadband accounts linked or merged under a single identity. You would need to have a separate identity to manage a separate new EE broadband account. 

If your accounts are new EE broadband accounts this may be why your merge requests have been unsuccessful unfortunately. I know you mentioned having complaints opened along side your merge request, but it does sound like this has just been from frontline support. 

To clarify the link @Rach_H provided will get you in contact with our executive complaints team who are our highest point of escalation so would be your best bet to help get in contact with someone senior.

@JonathanDavis Again I am not sure what type of broadband accounts you do have but to confirm if they are new EE broadband accounts they cannot be linked under the same EEID, it would require separate identities. 

Alex

[AustRJ]

Dear Alex

This is completely the opposite of what I have been told in the course of 4 t/cons and 3 web chats (all about 2 hours duration) with your EE technical colleagues. They tell me my 3 accounts CAN BE MERGED under one EE id (which is exactly what I used to be able to do in My BT). I am now speechless ....If someone could call me my number is XXXXXXXXXXX Thank you

[Alex_H]

@AustRJ Your last post got caught in our spam filter due to it containing your mobile number, I have edited it out now. As this is a public forum please do no post any personal details.

I am sorry there has been conflicting information regarding this situation. We are not able to setup a call back directly from this forum, but I would recommend submitting that webform previously linked and a member of our executive complaints team will call you back. 

They will be able to take over your complaint to help try and resolve it and send on any appropriate feedback.

Alex