Problem accessing my Broadband account

[mechret]

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?

[IHDMH]

Thanks for the response, Peter. I am usually on the website on my desktop. I was told by Dom this morning to try another device. I was on hold with him but just as I was in the middle of trying this on my iPad the call "dropped ". More annoyingly the wifi had dropped - and I had to re-insert my EE password on to the iPad. So the EE connection had failed both on broadband and on the phone line (obviously!).

I have since tried my laptop (failed - same message) and the iPad - (failed). 

Dom kindly sent a message after the call dropped suggesting that I wait for a few more days before contacting EE again because "with that error message it doesn't give a solution - except to wait." 

We are really getting worried since only have a few hours before the end of the cooling-off period.

IDDMH

[Peter_W]

Thanks for the update here @IHDMH.

It's a tough one, as sometimes with account-related issues this does require further investigation in the background, but this can take a few days so it would take you past the 14 day cooling off period. 

I'm confident there will be a resolution to this, but so you can be sure that everything has been done to get this resolved, I'd recommend getting this logged as an official complaint via our webform here.

They'll look into all of the details of your case, and it's worth mentioning that you've noticed this within your cooling off period too, as there's a chance they would take this into account when reviewing things. 

Peter

[IHDMH]

Many thanks. Very helpful. I have done as you advised and raised an official complaint via the webform, pointing out that the problems have occurred during the cooling off period.