Pairing broadband problem

[Tony46800]

Hello I've just set up an account with EE. I've been a customer for over two years, but for some stupid reason I still have to set up an account! You'd have thought that would have happened automatically when I became a customer, but no it clearly isn't that simple! Anyhow that isn't my problem, my problem is trying to pair up my mobile phone and broadband with my account. I get an error message pairing my phone (pay as you go sim) and I also get an error message regarding my broadband "code 500" and "Quotaviolation". What the hell is that?

[Christopher_G]

Hi @garywood84 

I'm sorry that you're having this problem. Could you try this on a different device or browser please?

Chris

[garywood84]

Thanks @Christopher_G - I'd already tried it on my phone and my computer, and on both devices in Incognito as well as regular mode. I've just tried it with a completely different browser on my work machine, and get the same result. 

I also notice that I can't download my latest bill: I click the download link and nothing happens. If I switch to the mobile side of my account, I can download those bills fine.

[Christopher_G]

OK, thanks @garywood84 

I recommend speaking to our broadband support team so they can look into this for you.

Chris

[XRaySpeX]

@garywood84 : Are you using your online MyEE, not the app?

[garywood84]

@XRaySpeX Yes mate - I'm logging in via www.ee.co.uk, then navigating to the Broadband section, and clicking the Bills and Payments link. It generates an error that says I'm not logged in.

[XRaySpeX]

@garywood84 : "Manage Payments" wasn't a step on the path I showed you. Show us the page you are leading this from.

[garywood84]

Thanks, @XRaySpeX.

I can't follow exactly the path you suggested. I get to "Manage your Broadband" but then on the next screen, there is only an option to select Mobile or Broadband. I select Manage Broadband there and the screen I see then doesn't have an option called "My Payments":

The option I tried to use instead was Home > Bills and Payments > Change How You Pay:

[XRaySpeX]

OK, @garywood84 , it must be diff for New EE BB, more integrated & combined into MyEE.

[garywood84]

Well, perhaps that's the intention, @XRaySpeX, but as with almost everything else about "New" EE, it's not working!