Moved from BT unable to link to EE app

[Bazzamanhk]

I was moved from bt to ee earlier this year to save £5 a month. I have no access to the billing but hopefully will soon. So far I haven't been overcharged yet but regret leaving bt. 

[Bazzamanhk]

I did a Webchat and they promised to fix within 3 days and email me when done, well it's been 2 weeks and not sorted.

So basically I was switched to EE a few months ago. Nothing sent to email. I was getting billed so just ignored it. When the internet dropped I called EE but they couldn't verify my account but luckily the internet returned after an hour.

I couldn't link to EE app initially but later the Webchat the guy gave me my acct number. He couldn't sort it initially because i wasn't getting a code via sms. About an hour later I got 5 sms codes. Well I linked my acct to my EE app and it now says billing details aren't the same, contact EE lol. I will pop into an EE shop to sort it some time. 

[Schockwave]

@Bazzamanhk , why do you regret leaving BT, please explain? We need more information in order to help.

[Bazzamanhk]

Been a BT customer( well actually it's my father's account, I just manage it for him) for over 50 years not really had many problems. Had BT fiber for a few years now, again no big problems, the odd outage etc.

Now that we're on EE, I was assuming a similar level of support etc. 2 phone calls to EE and they wouldn't help because I wasn't the account holder, even though in the past (on BT)  I have had permission to renew contracts etc.

All I want is to link our BB to my EE app /acct. I didn't feel like calling again so I did a Webchat with Kaustav on the 18th July. He was helpful he gave me our acct number at least. He said would sort the linking within 3 days. Alas nothing so I tried linking again, it worked but said bank debit details are different. I will go to a physical shop to sort this at a later date.

Which is why I regret leaving BT. If it ain't broke why fix it or in this case, change it. I can say with 100%  certainty that BT phone support are much better than EE. You might say I only made 2 calls, might just be unlucky and all the other calls to BT I was lucky getting decent support. 

[Matt_124]

If setting up an EE ID for managing the account, you will end up with an error for details not matching if you try to link your father's broadband account to your profile - it is very sensitive about ensuring personal details match between EE ID Profile and Billing Account.

Any EE ID profile for managing the account would need to be set up in the Account Holder's name to avoid this clash.

It is also highly likely that any named contacts on the account were not transferred with the move from BT to EE - due to the move involving setting up a brand new billing account on the EE system as part of the transfer process.

This would have to be set up by calling EE with yourself and your father present, where they will then allow you to pass verification to speak about the account over the phone.

Third parties can only speak about the account over the phone, and in-store teams will be unable to verify a third party to take any actions on the account. This process is identical to BT.

[Bazzamanhk]

That actually makes a lot of sense. I have tried linking my dad's acct to my EE acct and it's pending now. Will I be able to set up a new EE acct in my father's name? 

Or will I have to take my dad to an EE shop with his passport, driving license etc.

I forgot to mention that my dad's hearing is very poor and the BT CS guy had trouble communicating when he first authorised me. Eventually he understood and authorised. I explained this to the EE hotline staff and they were uninterested and they kept requesting for him to call them. 

[Matt_124]

An EE ID activation email should have been sent to the email address registered on the broadband account once it was set up, but if there are issues with this then Customer Services should be able to either refresh this or set it up to a different/separate email address to allow it to be managed independently.

I would advise calling with your father beside you, explaining the situation and what you would like to do, and acting as a bit of a relay to him on speaker to get through verification and to get yourself registered on the account as a third party. They are generally quite understanding in my experience, with the usual risk of getting someone lacking compassion as when calling any customer service line. Once you've passed verification, it opens up a lot more and they're more than happy to help.

[Debbie_G]

Thanks for coming to the community @Bazzamanhk 

I'm sorry to hear you're seeing a message advising your billing details aren't the same after linking your account. If you haven't already, I'd recommend getting in touch to speak with our team. They’ll be able to check your account to ensure your details match and escalate the issue for further investigation if needed.

Debbie

[Bazzamanhk]

I just checked and I did create the EE account with my father's details. I even get an sms telling me there's a new bill. 

Thanks for the help though, I will either go to an EE shop with my dad and passport or try Webchat again.