Link accounts and set wifi controls

[Shantih73]

I have two issues since having the new Smart Hub. Firstly, I want to manage the wifi controls. When I try I get an error message “We can’t load this information, not your fault ours, try again later etc”. This has been happening every time I’ve tried for over a two months. Within the app I also get the message ‘sorry you cannot view Manage right now. 

I also tried to link the new broadband account in the app to get the enhanced benefits but it tells me it’s linked to another account.

Tried to call via 150 and not one option is suitable for dealing with this issue so I went round in circles and gave up. Any advice please? 

[qucharsky]

Choose the technical support, can’t remember what exactly it says. Might be something like if you have a fault with your broadband etc But do a search on the forum there are probably tens of posts about this issue. Sadly it is a widespread problem that people have and EE is apparently working on a fix but there’s no ETA. I didn’t have this functionality since I took my broadband in November 😂 

[F8talfury]

To get that same issue resolved I had it to, they’ll  need to fix the account linking first, ask to open a complaint and get the number explain what it is and ask for it to be passed to the TMC they can check it out and if like mine it’s because the data is out of alignment in one system they can send the request to get it fixed. WiFi controls will then work.  You may get issues ordering products linked to your new broadband account as well (got that one now). Can’t order ee tv or WiFi enhancer so going thru the pain again now.  The product migration shouldn’t have been launched it feels rushed and very badly tested.

[XRaySpeX]

Try calling CS on the Freephone no. (Opt 2) in my sig.

[F8talfury]

Yep that gets you to support but if it’s new EE and your account linking is in a mess they’ll have to transfer you to the new EE team, as annoying for them as us was my impression.  The team will try and help it’s just making sure the issue is logged and referred to the back office teams.  Based on the last 3 months I’ve pretty much mapped out the phone options and also the cs & tech support workflows oops.

[XRaySpeX]

@F8talfury : Well, there's no published contact no. for New EE BB, so you gotta start there.

[F8talfury]

Yep in theory I’ve been told the system will eventually auto-route based on product just not yet,  just annoying for the guides and us customers. I’m used to it now.

[Carolineho]

Got the exact same problem.

I  phoned BT 150 on my landline, I've been with BT for 100s years, asking about the inform they sent me about "Digital voice", this was on 2nd April 24.

STEVEN customr service said it is making us ready for the new fast fibre and could send out a new hub so when Fast Fibre comes in I will be ready!!! Neumoruous problems, engineers not turning up, my mobile phone not redirecting to my home phone answerphone, friends and family having probkems getting through...and so on.

Yesterday I was informed via a letter fron EE my direct debhad been cancelled "At my request!!!" 

1 hour 50 mins on the phone to find I have been "Migrated" from BT home broadband and landline, to EE...I am fuming as ti get back to BT I have to lose my landline number that I've had for years, apparently, STEVEN thought I would he better on  EE as the internet speed would be faster so he just transferred to EE which again, unknown to me we will all get going to EE not BT.  News for you all...it was for me too.

Now, I as the query above, I cannot get any sense to where I can LINK my broadband and landline account to my EE mobile account...1 hour 50 mins four departments later and still none the wiser, what the hell is the rest of this service going to be?

I'm hot happy about several matters to do with BT/EE "Migrating" me, the request for common sense as to where do I now find/view my home service bill I'm still asking with no resolution, but it's quite clear most of us got the same issuse, I done even know the new account number for EE...absolutely appalled by the whole thing.

[Carolineho]

What is meant be "no ETA"?

[qucharsky]

When you wait for something to be fixed no ETA basically means no confirmed date for it to be fixed.