Where do I find my ‘billing account number’ ?

[ottway]

Am asked for this when trying to link new broadband account to existing mobile - have entered every ‘account’ number I can find but none accepted!

[OurPaul]

I am having the same problem I can't find Billing Account Number to link mobile and Broadband account to manage on EE app. On the broadband Billing emails it is partially blanked out. I have been on the phone for hours over the past three days with EE / BT customer services and they are struggling to link the accounts.

Every time I speak to anyone there they never do anything they also say it's another department and pass you on then you get pass back I thought Sky was bad these are much worse absolute rubbish customer service plus there WiFi is not fit for purpose and want to charge extra to fix it.

[kanturner]

Contacting the EE Tech Guides is utterly pointless. I've had the same issue as the OP and each of the three times I've contacted the techies, I've been assured that they will 'personally ensure' the issue is resolved. My mobile account (10 months) is still separate from my Broadband account (one month) and the much promised merging never happens. To add insult to injury, during two of these calls I advised that BT were going to charge me for non-return of BT kit. EE Techies confirmed that my kit had been returned and that they would resolve the £30 charge that BT were trying to make. After going back and forth for 4 or 5 weeks I received a final bill from BT for the missing equipment. I even sent a copy of the PO receipt showing 3kg weight of equipment returned. In the end I just paid the bill and hope that BT leave me alone, this shockingly incompetent billing just isn't worth the hassle.

In sum, I can't access my broadband bills to see what I'm being charged for, if I log into the app or the website all I can see is my mobile account details. I've been charged for non-return of kit, which I can prove is a false charge. And I now have BT Home Phones that have stopped working with the EE router, despite assurances they would work together perfectly.

Whilst only two months into my EE contract, I'm sure I have grounds for cancelling due to mis-charging and lack of service provided.

[Rach_H]

Hi @OurPaul,

Welcome to the Community!

It's disppointing to hear that this hasn't been handled as we would expect when you've reached out to our team in the past, so I can understand your frustration. If you ask to speak with a manager they will be able to escalate this for you, and work to get this back on track.

Rach

[MartyRogers]

The techie managed to clear things up for me (thanks!):

The issue is that you (like me) are trying to link home broadband to your EE account, when in fact you're using 4g mobile internet. This is classed as a mobile phone account.

So, if you don't know your EE general account number, ring tech support and they can give it to you, based on your address and a few security questions.

The home broadband billing account numbers follow a different format, which is why (like me) you weren't able to link it. However, you don't need that as hopefully, at this stage, you can access your bills on the website/app.

I made a little muckup with trying two different recovery email addresses, too, and the tech managed to merge the accounts for me.

Once you have your general account number, set up your email and password, you go to the "manage" section of the website (top right) and find "Your bill" etc to access.

[XRaySpeX]

@MartyRogers  You don't need an a/c no. to link a mobile router. That's for fixed Home BB. You link it by its mobile no.

Mobile routers contain a SIM. All SIMs have a mobile no. Visit http://add-on.ee.co.uk/status from a device connected to your mobile router by WiFi to see your data & credit status as well as its mobile no. at the top.

[CazzyNutt]

Omg I asked this question months ago 🤣