New EE broadband merge with legacy EE Broadband

[liamscor]

Hello,

My mom recently upgraded to the new EE broadband. However, a new account was set up with a new EE ID. As a result, she can't take advantage of the mobile SIM discount since her current mobile SIM plan is under the previous legacy broadband EE account. The agent said that the accounts would be merged in the future. Is there another way to get the mobile SIM discount applied?

Regards,

Liam

[JimM11]

@liamscor Surprised they did not do it all at the same time to sync them all up, is she on a monthly contract with the mobile, looks like a call to EE CS to answer that question. See if they can have the broadband further discounted to compensate for the loss of mobile discount if the cannot until the renewal point, don't ask you wont know. 

[liamscor]

@JimM11Thanks for getting back to me. I just got off the phone with EE CS, and the guy said he will fill out an account merge form. He said it will take about five working days to complete. I will update you when I hear back.

[Chris_B]

@liamscor  The reason that has happened is because you shouldn’t yet be able to change over to new EE broadband as it’s not yet available to legacy customers.    The agent should not of done this order for her.   

At present new EE broadband is only available for BT customers switching over to EE and brand new EE broadband customers.   

I got switched over to this as part of a trial and test program and  my process wasn’t done via customer services it’s was a personal phone call from with this department.      If you have been moved over to new EE broadband and you get the smart hub plus your very lucky to of have this order of been processed as it shouldn’t have been done. 

[liamscor]

Hi @Chris_B 

Thanks for getting back to me, her legacy ee broadband contract had expired, and so the agent in store took out a new contract in the new ee broadband, I think that is why maybe?

Regards,

Liam

[Chris_B]

@liamscor  mine had been expired for over a month and I was being told to wait and not do anything as they was trying to sort this test out.   It total it was around 6 weeks. 

 The sales person should not of made this order even though the contract was expired, new EE broadband is not yet available to legacy EE broadband customers.   

Very lucky it got processed.  

[liamscor]

Hi @Chris_B,

Thanks for the clarification. I didn’t realize that. When we went into the EE store, the salesperson just asked how long we had been on the old broadband contract and then placed an order for the new one.

The new line has already been activated, and we have already received the new Smart Hub Plus.

Regards,

Liam

[Chris_B]

@liamscor  As I said very lucky.  

l

[XRaySpeX]

These BB contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the non-discounted price on a rolling 14-days' notice basis until you explicitly migrate, cancel or upgrade.

[liamscor]

Hi All,

Just to update you my Mum called EE CS on the 31st of August, and they managed to get her SIM upgraded to the new SIM only deal included with New EE BB, however the accounts merge request has still not been completed, apparently it is just a waiting game, I will update when I hear more.

Regards,

Liam