Unable to link broadband to longstanding EE account

[Julian204]

Had EE broadband from right back to Orange, renewed contract every 2 year, no problem. Since they joined BT I am unable to link my new broadband account number to my existing account. 

Taken out 2 EE Sims and linked them no problem.

After hours worth or calls, apparently filling out request forms to link accounts, still nothing. Months are going on now too!

[XRaySpeX]

What new BB account? Haven't you had your BB account from way back? 

[Julian204]

Since EE have joined BT they have put everyone on a new broadband system when we renew the contract, for a better deal for example at the end of the 24 month term. This has generated a new account number for my broadband account that I, and it is seems others in the community, can not link this account number to our existing EE account.

Called EE many times and some agents are aware of the issue and say they need to just submit a form for the accounts to merge. Apparently takes 24hrs. This has been going on months and I can’t view any broadband bills because of it.

[DB410]

I am in the same boat and it is very frustrating! I transferred broadband from BT to EE at the start of March and took out the discounted phone plan, which has linked to my account with no problems. 

My broadband still refuses to link, meaning I too can’t view my bills and have to trust the right amount goes out. I also can’t manage my router on the app as it’s a smart hub plus and won’t link.

[Chasloyal]

I'm having exactly the same problem and although we only switched from BT 500 to EE 500 a few days ago because it's so frustrating I've been on the blower to Customer Service about it a couple of times already.

Switched from BT Mobile to EE Mobile about a month ago and the 2 sims showed on my account straight but no joy with the BB whatsoever.

The Customer Service  geezer I spoke to yesterday was well aware of this issue and told me that a workaround was to register the BB account to a different email address to then merge the two together that way.

As this made absolutely no sense I just said I hope they would much rather they sort it in a conventional way and thanked him for his time.

If this helps anyone willing to give it a try I'd much appreciate them posting a reply with their experience.

[Chasloyal]

Well having literally replied to @Julian204 with what a CS Agent suggested as a workaround fix yesterday I've just gone in to the EE app to find my BB account+bill is now there! 😲 

I also logged on with my laptop just to double check and yep, sure enough BB & TV and Mobile are both there now in the Billing and payments section.

Just for the record, I most definitely did not try my luck at having a pop at what Customer Service matey suggested to me, it's just happened.

So whether this has been fixed automatically by EE's software or remotely by the mythical back office team I have no idea but the main thing is that it's 100% been fixed, wowsers.

I hope all you's in here get the same result I've had 🤞 

[Julian204]

Yes my router app is useless too. Doesn’t work for others either.

[Julian204]

I put my broadband account under another email address like they suggested, and 2 weeks later still not linking. They filled out another form to link accounts but still nothing!

I called them again Fri 24th May 2024 and the guide said it is just a case of waiting for BT/EE to sort the system out. But according to community posts this has been a problem since December 2023!

[Julian204]

Great news! I have been waiting 3 months now for BB account to link to mobile, hopefully they will come around to me soon.

[Chasloyal]

That's a proper bummer mate 😕 and I hate to lob another negativity grenade in to the mix but.....

From my own personal experience in trying to regain the billing control of my XBL account once the 6 month GPU freebie from BT ran out about 18 months ago I know only too well how long it can take 😲

So I am only too aware how BT/EE can drag their heels in rectifying certain account glitches. To be completely honest I don't know how much longer it would have taken had I not ended up getting randomly connected to a Customer Service Agent who happened to live in our very small village.

I must have called them at least once a day for well over a month speaking to countless different agents before that yet got absolutely nowhere. It was the most painfully arduous process ever before finally chatting to this geezer who literally lived round the corner from us. He was like a dog with a bone and did get it sorted for me via another mythical back office team, that were/are located up in Newcastle.

Sorry to have gone off on some ridiculously long tangent there although it does emphasise why I should thank my lucky stars that my identical issue to yours has got sorted in less than a week 🙏 

Please keep us updated on how it's progressing and of course I genuinely hope they fix it  for you sooner rather than later.