Merge accounts

[moscab]

Hi,
I've got the very same issue and so far I've got mixed responses either from the EE chat advisors or by calling 150.
I've got a EE mobile contract (with two mobile SIMs) for quite a while now and I just contracted EE Broadband.

To my surprise I've been told there's no way of merging both accounts and have it all in one bill.
Not sure what to think about this, it sounds ridiculous that I have to pay for these two services separately?

[Claire2891]

Good morning Peter,

My mobiles and broadband have two different registered emails and are separate, I have tried to merge and it says can not do it as it’s registered on another account. At first I could only see my mobiles on the app and I called  Tech support and they said they had merged them and to give it 24hrs. 

it's been a week now and my broadband is on the app but my phones are not. I still have to log in with two different emails to see each service separately and they are now saying they are unable to fix it and I’m not entitled to the unlimited data as it won’t allow them to add it as it’s Separate. 

[Peter_W]

Thanks for taking the time to explain all of that for me @Claire2891.

This is definitely something we should be able to complete provided the details on both accounts match perfectly. 

If there are any discrepancies in the details though, for example a spelling mistake or one account being in a maiden name and another in a married name, a merge will fail. 

I'd definitely recommend getting back in touch with our team, and they'll be able to have another check over everything and make sure we've looked into every option we can. 

Alternatively, if you feel like you're making no progress with this route, you can also raise this directly as a complaint with our dedicated complaints team.

Peter

[moscab1]

After a lot of calls to CS I just gave up and run the mobile and broadband bills separately. Once the contract is finished I will move it all from EE to another competitor as the idea of having two separate emails for the same provider is killing me. Also I don’t like the mobile management page I find it horrible to navigate and access things like setting a cap.

both accounts are on my name, same address, etc. but they are unable to do such simple thing and now fed up of dealing with their false hopes. 

[moscab1]

It never worked mate. no matter what you ask, they just say it will be solved in 24 hours and then nothing..

[Claire2891]

Yeah, I will try it once more and if it’s not sorted by the time I’m close to my 14 days cooling off period I will end my contract. I’m not staying for 24 months if they can’t figure it out. 

[Peter_W]

Thanks @Claire2891, I'll keep everything crossed you manage to get this sorted 🤞

Please keep us posted on how you get on, too!
Peter

[MairiMc]

I have just been told the same thing on a call back from an agent. They simply can't merge my mobile and BB to one login. I have no need to merge the bills, but the app gives functionality to both accounts like gifting data on mobiles and WIFI controls on BB. It's  a first world problem logging in and out, but the app implies it's possible. 

Multiple agents have tried online and offline to rule out all reasons, such as my email still being associated with my BT ID, but have now said they have exhausted all possible ways, it's a known issue with some accounts and suggest I wait a couple months and try to merge them again. But having found this thread it doesn't seem like it'll ever get fixed.

The only thing I suggested was to completely delete the BB account and start again with a new account, they were not keen as they said it might not fix the problem.

[Kevowen]

Same here. Switched my mobile over a month before the BB came over but to get EE TV I had to register using a different email address although when setting up the BB they used the email address on my Mobile account. 

When chatting I was told that she would have to send a request to the tech department who could merge the accounts so that it would be one app rather than two but the bills would be seperate. 

Still waiting.