Linking Product Accounts to EE App/Website

[claverdon21]

It seems I have the same problem as many other user of the EE service who have been switched over from BT.
I am now 2 months into my new mobile/broadband contract and I still am unable to access my broadband account online either by using the App or the website. I can access my mobile account to view billing for that service but not the BB account. The system will not allow me (and everyone else I assume) from linking another product to the on-line account. I have had 2 direct debits for the broadband/telephone service but cannot get any information on how those bills have been charged or what BB usage I have made. This is not acceptable and is a probably  failure to comply with the Ofcom code on billing information.
As other contributors to the Community log have reported the EE’s online account setup does not seem to be able to cope with the request to provide both the mobile account EE service agents really do not have any useful advice to give on this problem. Surely this should have been sorted out in advance of the flood of customers who will be migrated from BT to EE. It is not rocket-science for a communications technology company! If the ‘computer says no’ surely there must be a way of manually by-passing the technical blockage.

Has anyone found a way through or around this problem?

My 3 lengthy calls to helpline advisors have been fruitless. They seem as frustrated with the situation as customers are. I was initially told it would be fixed by 10th April but my latest telephone conversation reveals that advisors have no idea when the issue will be fixed and that the IT section is working on the problem. In one of the calls I was told to get round the problem by logging on as a new customer and setting up a separate account for BB by using the BB account number, but of course this does not work because as soon as you put in your user name it recognises you as an existing customer and stops you setting up another account, and you are then back where you started with just access to your mobile account.

I have had 20 years of relative glitch-free service with BT. This situation with EE does not bode well for my long-term relationship with them.
Whilst and until this problem is fixed EE should be issuing paper bills to comply with their Ofcom commitments.

[Bry59]

Finally after 3 months exactly, EE linked the accounts, due to the fact that EE totally underestimated the server capacity required to migrate existing BT customers to EE
This was explained to me from an assistant in Wexford, Ireland. It was quite obvious that the three people I spoke to in Ireland had any clue what was going on.
Works perfectly now they expanded the server capacity

Sent from Outlook for Android<>

[JimM11]

@Bry59 Thanks for your reply, may help others caught in this state, plus if it does ask for any of the other info and that does not work then EE CS will need the call, not everything can be done online!!

[janemaryhoward]

Hi Jim,

Thanks for the link to the helpline. I gave them a ring, and to my surprise did not have to wait too long and, not only that, got a "Guide" who knew exactly what I was talking about and was very apologetic and took my details and promised to sort it out. Said he would get the "Back Office" to merge the accounts. Said it would take 3 - 5 working days. Let's see.

 I had set up an EE ID, with a profile  etc, with no problem, and it was offering me the possibility of linking other devices, but that's when the trouble started. Sometimes I was getting error messages in code and when I did get the form,  it claimed not to recognise either my landline number or my account number, ( "billing account number"  as it put it ) .

Considering it is a known issue, I do think it is very stupid of EE to send out repeated automated invitations to set up the app and go online when in fact they know very well it's probably not going to work for ex BT customers. Anyway, grateful for your support and for others on this forum who have highlighted the problem.

[JimM11]

@janemaryhoward Hope they keep the promise and you do get it all sorted.👍

[badge16]

Lucky you! Maybe you are number one of a thousand who cannot!