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Switched to new EE broadband but no info on my account

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CathyMP
Contributor
Contributor

‎21-03-2024 12:32 PM

Hello, I called EE on Tuesday the 19th of March and after 40 minutes on the call, the person didn't find a solution. I asked him to create a ticket but I haven't heard anything since.

The issue is that since I switched to new EE, my login account to ee.co.uk doesn't show any of the new bills or information relating to the new broadband account.

Please resolve asap.

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CathyMP
Contributor
Contributor

‎22-05-2024 04:58 PM

Just to keep people updated, I finally had a resolution or at least a work-around enabled by Natalie from the complaints department of EE. She retriggered a new broadband account creation under a different email address of mine. Eventually the new account would be merged to my old login, but at least for now I have access to my bills and other broadband settings. 

She said that all support guides have now been advised of this work-around and if your issue hasn't been resolved that way, you can call to get it done. 

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CathyMP
Contributor
Contributor

‎21-03-2024 12:34 PM

 I have exactly the same problem Kevin! I hope they fix it for both of us asap. Is anyone from EE reading these?

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David-M
Former EE Employee

‎21-03-2024 07:33 PM

Hi @CathyMP and thanks for the post.

Sorry you're having problems with your EEID. When you log in do you see any account details at all? Can you post a screen grab of what you're seeing?

Cheers

David

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Gabriel78
Investigator
Investigator
In response to David-M

‎22-03-2024 08:04 AM

I think that ee employees should stop pretending there’s no problem and they don’t know anything about it.This has been happening for months now and a lot of complaints have been made  but without anyone knowing what to do.Yesterday,after weeks on the phone with ee they said it will be resolved  on the 25th of March as they will have a new update that presumably will fix the problem so many people have.So,admit you have a problem and stop misleading people to chase a dead mouse.

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CathyMP
Contributor
Contributor
In response to David-M

‎22-03-2024 11:01 AM

Nothing related to the new contract number shows or can be added - here are the screenshots. Please fix asap! I need access to my bills

2024-03-22_10-54-42.jpg2024-03-22_10-55-14.jpg2024-03-22_10-56-00.jpg2024-03-22_10-59-07.jpg

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Gabriel78
Investigator
Investigator
In response to CathyMP

‎22-03-2024 11:19 AM

This is what i can see on my account for a few months.

IMG_5352.png

 

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CathyMP
Contributor
Contributor
In response to Gabriel78

‎22-03-2024 11:55 AM

Oh gosh, insanity! Do you receive your bills in some other way? Paper/email?

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Gabriel78
Investigator
Investigator
In response to CathyMP

‎22-03-2024 12:19 PM

Well,I don’t need them(lucky me)to be fair.Unlike so many other people.Let’s just hope that they will get it right on the 25th as they promised.Heard it all before but if they won’t fix it i am going to a different broadband provider.

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CathyMP
Contributor
Contributor
In response to David-M

‎23-03-2024 07:17 AM

Can you confirm there is a fix coming and when? In the meantime please send me my bills over email. 

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Derang
Established Contributor
Established Contributor
In response to Gabriel78

‎23-03-2024 02:00 PM

Ooh I don’t even get a broadband tab 🤣 so it’s nice to see what it should look like albeit with info populated would be nice also.

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