New to EE TV & BB had 4 Account Number & Can’t access anything

[Fowlerk]

Hi, joined EE 2 weeks ago, rang BT originally but got sold to have a tv package so was told be put on EE to get the free 2 tv boxes. Got reduced BB and TV. Email came through and BB was wrong price and the extra WiFi box.

Called back, told need to do a new account, told everything would be sorted no problem. Email came, no Netflix, no 2 tv boxes.

called 3rd time told done wrong as I was now put with BT which doesn’t give me the 2 tv boxes only EE do that. So he’d have to do another new account. He didn’t know how he’d done the offers so would add discount of £240 to account for the BB, Tv. Assured me everything would be sorted. Email came through and Netflix was wrong and WiFi booster box missing.

4th call to EE told would need to copy the account over and would transfer the credit over. I get an email everything looked ok apart for Netflix not premium but we upgraded when linking this. Has email adding credit but only for £120 for half the amount.

then deliveries, BT modem, starter BB box so we could get some internet before activation we need to cancel. Then 2 whole sets of EE boxes. Rang EE up seems all the accounts were still active nobody had cancelled the one before starting the new one so we got deliveries for every order. So living room full of boxes still waiting for return slips. My credit rating has taken a hammering as they did a hard search every time without telling me, when it was their errors. I’ve now discovered 2 direct debits set up on my bank account.

ive been calling them nearly every day since joining with problem after problem. Got connected on Friday.

issue now is we have no access to the EE app, I log in and it’s as if I’m not even a customer, no section to even select account or bills, it’s like I’m not even with them. My address and number is correct, I select to link BB put in the correct account number then it says it will text me but I never get a text so I’m stuck. I get the same problem when I ring EE and they say they will text me a code I never get the text but they don’t know why. They have said people in the back office are working on my account due to the big mess they have made but my account should of all been sorted yesterday and I should of been able to access everything today but still can’t.

my concern is they will take two direct debits without me knowing and could charge me anything. I do have my email with what was agreed I’m to pay but I know what companies can be like. We also can’t activate Discovery plus as can’t get access to the app we’ve also tried online via website and get the same. Now tv seems to only allow one person to watch at a time when it states two can. We just have the entertainment package as just left sky due to how much everything was costing but looks like EE are wanting the same just to watch HD channels you have to have the mega package?

anyone any suggestions on how to fix this as I’m going round in circles, thought it would be a simple job after the nightmare of no internet for 2 weeks with sky but EE are turning out to be the same and getting ready to tell them to take everything back as getting fed up with it. I’m talking to EE more than my family at the moment.

[JimM11]

@Fowlerk Either call your bank, or go online and cancel one of the DD, the bank should have informed you for each of the new ones opened, and you should have had 24hrs to stop the payment. If payment's were recent, then the bank can and will if able to get the money refunded to your account if you decide that talking to them is the best option. Get a note of the Bank DD reference details for both transactions, then call EE CS get transferred to accounts and explain exactly what you have done and what the bank has agreed to do. If you have done nothing wrong and they have messed it up, it's up to you to sort it out your end.....  

[Fowlerk]

Hi, they haven’t taken any payments yet. I haven’t been emailed a bill yet, do the email you a bill first or just expect you to access the app which o can’t? I could cancel both direct debits but o don’t know which one if the correct one as the numbers don’t resemble anything to do with the account number I have or any of the cancelled ones.

I can see others have mentioned they also can’t access their accounts and this problem has been going on for some time. So is it a wide spread EE problem not because of all the issues they have done with setting up my account? We aren’t getting what we are paying for at the moment as no access to Discovery plus. We have Apple TV but can’t link that to get it for free for so long through EE. 

[Don69]

Hi, I have had countless problems as a new customer. The Openreach engineer didn’t turn up to connect me to fibre optic broadband and that’s started a multitude of problems. Couldn’t get set up, every time I called EE, and also chased them because they never call back when they say they will, had to send equipment back and they automatically cancelled my new account and opened up a second one, also sent me out equipment that I didn’t originally order. I was informed my new account had gone up and there is delivery charge with an extra £8 p/m to pay. They accepted it was their mistake, took £99:98 from my bank and informed me my account was online EE app, but still to this day it’s shows my old account. I must have spoken to 16 advisors, one who was billing manager who almost out things write with costs but I have no knowledge of my account or monthly costs they are about to take out of my bank. If I were you get all your evidence of contact together, emails, calls and names of advisors and contact the Communication Ombudsman, that’s what I am going to do. EE just don’t see to have it together and I much regret going with them. It’s absolutely appalling how they can’t resolve simple problems…. Just one fob of after another and I’m sure once presented with my evidence I could pull out of contract with them. Good luck and give the ombudsman a try, they are good.