Problem accessing my Broadband account
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18-03-2025
10:17 AM
- last edited on
07-04-2025
11:39 AM
by
rvince
Help!!!!
I've also had a problem accessing my Broadband account via my online account.
I've contacted EE more than 5 times to ask them to add my Broadband account so that I can manage it online (or even access my bill. Each time they tell me it will be fixed within 5 days. It never happens. Not sure where to go with this as EE seems to be completely unable to give me the facility to manage my Broadband online or to feedback when they fail to accomplish it.
Can this really be true?
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18-03-2025 12:37 PM
@mechret : Which mobile router do you have? You link them just like a mobile phone using its mobile no.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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18-03-2025 08:35 PM
When I click on Manage Broadband I get them message
Broadband
Order pending
Your order is being processed. Your plan details will appear once you're all set up at home.
I've now been seeing this message for weeks.
And EE can't seem to link my Broadband account to my Phone account in either the EE App or the EE website to enable that despite promising numerous times to do it "in the next few days".
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18-03-2025 09:13 PM - edited 18-03-2025 09:14 PM
@mechret : I don't understand your problem cuz you posted under Mobile BB when you don't have a mobile router but a fixed Home BB router. So your OP doesn't make much sense in that context. I suggest you start your own thread under Broadband & Landline.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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18-03-2025 11:24 PM
Order pending
Your order is being processed. Your plan details will appear once you're all set up at home.
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18-03-2025 11:44 PM
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19-03-2025 05:51 PM
Mechret, I hope you have better luck than I have had. I was assured, again, that it would be sorted, but it's not happened. I try to link my broadband as you've done, I get sent a code which I enter into the webpage and then get a message that there's a problem with my details. This is probably due to my having a different e-mail address to access each bill, but there's no other way to see them both! TBF the service, other than billing, has been pretty decent, but I'm unhappy that I'm having two separate bills from the same company is not ideal.
A word of advice....don't spend ages on the phone, when they give personal assurances to sort things out and they promise to do so through the infamous 'merge form', do not be taken in. Nothing will happen and no-one will contact you. It's easier to accept that EE can't make basic software fixes and their promises to address issues are baseless.
Good luck buddy.
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07-04-2025 10:22 AM
We too are having problems accessing our EE account. No idea if we will ever be able to access the account to see what we owe and to set up direct debit. The following message comes up each time:
This service isn’t working right now. We’re working hard to get it up and running. Try again later, visit our website or get in touch if it’s urgent.
We were connected on 26 March so we have one day to cancel without penalty.
I have telephoned three times and each time was assured that things would be sorted out within days. Obviously it hasn't. Why oh why did we leave Sky!
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07-04-2025 12:28 PM
Hey @IHDMH 😊
Welcome to the EE Community!
When you've been getting this error, is it in the EE app, via our website, or both?
If you've not tried another device or browser this is definitely worth a shot so we can rule out it being local to one particular device.
Also how did our team last leave things with you when you spoke to them?
Peter
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07-04-2025 01:59 PM
It was both platforms. In the end I did it through the add an acct process which worked this time after many previous tries with no success.
