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.
