'Multiple Account' error when switching away from EE

[NewUser54321]

Hi everyone,
I have had the same broadband line since the days of Freeserve, and we have just had fibre broadband delivered to the street, so I am looking to move away from EE to another provider.
When I complete the details for the new provider using their 'One Touch Switch' method (inputting EE as current provider, My EE account number, and our landline), I keep getting an error code (6000) which states there are 'multiple broadband accounts at this address'. 
I contacted EE on Monday last week after being advised there may be 'ghost accounts' or 'legacy accounts' which needed to be cleared from the account. It took several long calls with EE before one of the agents finally said they had identified a legacy/ghost account and removed it. I have just tried the switching service again, and still the error persists. My address is selected from a drop down (and it is the only version of my address on the list), my account number is taken from the most recent bill, and EE don't seem to be particularly good at looking into this kind of detail. Clearly, the switching process is registering something with EE because I immediately get a text and email from them regarding my intention to leave every time I try. 
Has anyone resolved an issue like this, or have any suggestions as to how I might get this cleared through EE? I would like to be able to complete the switch process online because of cashback offers through a comparison site.
Thank you! 

[JimM11]

@NewUser54321 Why is the OTS asking for the EE account number? Landline number yes to keep that as an option and ensure the correct one is ported across correctly to your new ISP. Is your EE Acc number like GB12345678 format?

BTW and check the BB with the address and number only. Building number and postcode only....

BT Broadband

[NewUser54321]

Thanks for the response.
I am only asked to input the account number when the OTS service initially fails to find a broadband service at the address. When I then input the account number and try again, that is when I get the texts/emails from EE about leaving them.

[JimM11]

@NewUser54321 Was finishing off the find when you responded see above. Yes you should get the response from EE that they have seen the OTS switch away, that is to be expected.

[NewUser54321]

The EE Account number doesn't have GB, it is merely 9 numbers, beginning 00. 

[JimM11]

@NewUser54321 Just looked at my old, BB is GB and 8 digit's, mobile is 9 digits only all numbers, and you may be legacy that far back who knows, did EE not move you from a Legacy account recently to the mainstream? 

You may just have to call EE CS again, give them what you have ACC Number wise and ask them what/if that is current per what you see on your billing.

[XRaySpeX]

That is a legacy BB a/c. I  had such an a/c & a/c no. before I moved to New EE BB FF150 about 2 years ago & was given a new a/c no. starting 'GB' but this move was done within EE w/out OTS. For about 1 month I had both a/c's, a/c nos & live BBs  running alongside 1 another.

I also had BB from this ISP since Freeserve. 

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[NewUser54321]

That's helpful to know. EE cut off my broadband a few weeks ago, which forced me to call them. They said they had been trying to contact me (email, letter, etc) about what to do with the broadband account in light of the copper service being retired next year. There was no correspondence received in any format about this. They offered a package which was more expensive than I could find elsewhere for the same speeds they were offering, so I declined and said I would navigate away from EE in the coming weeks. 
Perhaps, had I taken a new offer from them, I would have been moved to 'new EE', but as it stands. EE agents are particularly poor in understanding all this.

[NewUser54321]

That helps. Thank you. I should get in touch with EE again and see if I can explain things with this information here!

[JimM11]

@NewUser54321 Your answer above from @XRaySpeX does explain it all plus what you have written, who knows what you have now but your 9 digit's as you say throws up the address but then you say errors out and no further from that point onwards, one for EE to look at, take it they turned you back on BB wise, do you still have the old then landline connected to a OR Openreach master phone socket and an old EE Hub? Do the BT Broadband check and post up what you have currently.