Moved from Plusnet to EE

[Flycatchers]

I was moved from: Plusnet to EE last week. I installed the EE app. But it asks me to link the device to see my account. Is that the iPad I use to access the net? Doing that it then asks me for my account number. Which I type in. It then it  has a screen that tells me to phone a number to verify my details. Having tried that the person who answered didn’t really know how to link my device to my new EE account. But just took my DOB and sent me a passcode through my phone. Going through the same process it again comes up with the screen telling me to phone that number to verify my details! 
So how on earth can I access my new account and at the least see when my next bill is due and how much?! At least with Plusnet they gave the bill amount and date on the email they sent you. But with EE you have to login to actually find out. Any ideas?

[JimM11 · Accepted solution]

@Flycatchers Call EE CS again, there seems to be an account verification issue with all the PN customers moved to join EE and nothing working.

Set up your account | Profile Help | EE

[stebbingchurch]

I'm having a similar problem. My church got moved over from Plusnet to EE and the new router works (did not get any reminder that it had completed)  but I am unable to link it to an EE account.

The person who originally set up the plusnet account has long gone but EE think I must be him and, although I have used his name and DoB on the account it refuses to link. I can't for the life of me find a way to actually talk to someone and the only option seems to be to go to an EE store with a passport - which won't work because I am not that guy.

[stebbingchurch]

Believe it or not I managed to speak to a person and, before I had given any account details they were wanting to confirm my name. Now, bear in mind I was using my mobile (which happens to be BT) using wifi calling over my Gigaclear broadband at home so there was no way for the EE rep to know who I was at that point.

Needless to say the name they wanted was not mine, was not the original person that set up the plusnet account and they were adamant there was nothing they could do. They would not even let me give them the EE account number I was having a problem with. What on earth do I do next?

There has clearly been a major data mix up in these transfers and the agents are not clued up on what to do.

[stebbingchurch]

The agents are not clued up on what to do, the one I got just rudely insisted that I had the wrong name before I had even given the account number I had the problem with.

[garybs29]

Thew agents are ful;y clear & doing the right thing. You say on one post on here the account is in a different name yet you then have a go at them for wanting to speak to the name on the account!

A;so why is it not a business account anyway if for a church?

[dg71]

I have the same problem - EE email link does not recognise old Plusnet username password 

tried tracking order fro earlier email - error message

has anyone opened an EE account to get access in this situation?

hope this is not what EE service is going to be like!

[Rach_H]

Hi @stebbingchurch,

Welcome to the Community!

I'm sorry to hear about the confusion with this new account. Are you able to open the old PlusNet account and check the details registered on there, and see if these match the details for the EE account?

Unfortunately we would need to speak with the account hoder before we could give you any further information, ad we wouldn't be able to confirm anything without completing security. Did you setup the transfer?

Rach