Unable to view broadband account

[AnnaHopkins]

I moved from BT to EE broadband in January. I am no longer able to view my broadband account or bills, despite many phonecalls - at first I was calling weekly, then fortnightly, now I'm doing so monthly. I get an email saying view broadband bill, I click it, log into my account - nothing. When I try on the mobile app to link the accounts, it says they're already linked. All the people I speak to are lovely and helpful and reassuring - but nothing actually happens. Is anyone else having this problem? They're posting bills to me FOC in the meantime, that are clearly print-outs, so they must be able to see the bills their end but why can't I? I feel I have no control over my own account or ability to see usage. Has anyone else had this problem, and if so, was it ever resolved? I just can't face calling yet again!

[Leanne_T]

I see @dbubear 

In this case, please do call us again for an update and the team will have full access to the account to check what is registered for you. 

Leanne.

[AnnaHopkins]

Just a message saying the accounts are already linked. I understand from your call centre staff that a ticket has been raised with the tech team a dozen times, with ever decreasing timeframes for resolution and nothing happens. It's been 19 months now, and joy of joys, a month ago I stopped being able to view my mobile bill as well. I've now written hard copy to your head office to see if it can be sorted. My mobile contract expires in 3 weeks and I need it sorting so I can make an informed decision over what to do next and check if that affects the unlimited data on my account that I got as a reward for moving to EE broadband. EE certainly keeps me busy - I'm self-employed so all the hours spent talking to you are hours I'm not earning... 

[s_foster]

I'm in pretty much the same position, but with a temporary work around.

I have the same issue that I cannot see my broadband from my EE ID, but they are liknked in the background. Also I have had multiple attempts to join the accounts, but none have been successful.

I also ended up with paper statements for a while.

What nanaged to fix it for me was the creation of a second (temporary) EE ID. The EE support people did this for me.

Not perfect but practical in the short term. I may have one EE ID for mobile and another EE ID for broadband, but at least I can see my accounts and manage my packages...

[dbubear]

Many thanks, I'll give this a go tomorrow morning!

[dbubear]

SUCCESS!  Finally Having spent 15  hours on the phone, the tech guy today managed to sort it out, yes details still didn't exactly match between the mobile and broadband accounts even after numerous calls,.

The fix is to create a brand new email address, ie Gmail or any other,  then use this new email address as a new EE user ID so they can link the broadband to it!

I now have broadband bills online and FULL WiFi controls on the Smart plus hub plus I can see connected devices on the Smart Hub plus device.

Thank you Sean T, yours dead good and need a holiday after sorting this today!

[dbubear]

SUCCESS!  Finally Having spent 15  hours on the phone, the tech guy today managed to sort it out, yes details still didn't exactly match between the mobile and broadband accounts even after numerous calls,.

The fix is to create a brand new email address, ie Gmail or any other,  then use this new email address as a new EE user ID so they can link the broadband to it!

I now have broadband bills online and FULL WiFi controls on the Smart plus hub plus I can see connected devices on the Smart Hub plus device.

Thank you Sean T, you're dead good and need a holiday after sorting this today!

[Leanne_T]

Hi @dbubear 

Thanks for coming back and letting us know this is sorted. 

Have a lovely weekend 🙂

Leanne.

[totus]

Creating another email address is problematic in some circumstances.

I am helping an older neighbour to sort out her new EE account. She was moved from her original BT account.

Various things went wrong but the problem now is that she can not view her bill online despite logging in correctly with her email address as username. She was offered to possibility of creating a new username but rejected this on the basis that she had enough trouble keeping track of one username and that having another would simply make the matter worse.

The alternative offered was that EE would fix the problem but that this could take months.

It seems that the problem is widespread. Surely EE should fix the underlying issue promptly or offer customers caught in this situation free paper bills until the problem is sorted?

[dbubear]

I used Gmail as the 2 separate emails addresses, 1 for the mobile that I
can see these bills but they couldn't link the broadband, and a second new
Gmail email where yesterday they linked the broadband and bills and WiFi
controls are all sorted.

Gmail has the option to View all Inboxes once you add both accounts in
Gmail!

Yes it's more than you should be doing with the countries leading broadband
supplier and BT and EE should be holding their heads in shame over this,
but alas we're a very tiny percentage of their 20 million customers so why
bother with a fix. WiFi 7 is now out, good luck to those customers...

[newforestuser]

So essentially it looks like you had to fix EE's problem for them by by-passing what should have worked in the first place.

It worries me that a supposed "hi-tech" communications company are struggling to do something as basic as migrating customer accounts, and after months of scratching their heads they come up with a botch that is down to the customer to solve.

I might be moving house at some point soon and I dread to think what might happen once I let them loose on something that complex.