Can not link broadband account

[Linzage]

I have recently switched over to EE broadband from sky.  I already have an ee mobile account.  I have been trying to link the broadband to my account but it will not work.  I have received emails saying “check out your bill by logging into to your online account” every time I try and log in all it shows is my mobile info.  I am extremely frustrated as I have paid several bills (different amounts) and can not see what I’m paying for.   I have not been able to view any info/bills regarding the account.

[brads666]

I have done it but it was a long time ago,i sorted it out myself

[MissNic]

I have done the above several times and still haven't got it linked, always promised that technical support team will look into it!  I now have my bills sent through the post for broadband 😞

[Leanne_T]

Hi @MissNic 

I am sorry the account has not been linked for you. 

When was the last time you contacted the technical support team? Do you get an error message if you try and link the broadband account in your EE app or account online? 

Leanne.

[Broom2]

I have the same problem. I have called 150 twice to be told that the problem will be solved in a few days, it wasn’t - both times that I called I was told that. Also been in to a store just to be told to call customer services. 
I even sent a message on messenger explaining the above only to be told to call 150. It’s a shame because the internet and mobile deal we have is really good it’s just this problem that is a pain in the rearend. 

[Lesley_W]

Hi @Broom2 

I'm sorry you have not been able to get this resolved. Have you spoken with our team since the last failed attempt? Did they log a complaint?

Lesley

[newforestuser]

Keep plugging away with 150, and make sure you get the problem officially logged and number allocated to it - that way you won't be starting from square one each time you call. It will  probably use up hours of your valuable time (I know it did for me), so if getting the bills by paper is ok for you, maybe make do with that for now - at least that's an expense for EE rather than you!  Having said that, it's not just the inability to see the bills that's a problem, it's also the inability to make online any changes or updates to your account, and maybe even benefit from offers.

Good luck anyway. You're certainly not alone in having this problem.

[Mudon]

I have exactly the same problem over 12 months. 150 helpline seems to understand but do very little except raise a ticket to their tech team No progress after that

I wonder whether it is illegal to take direct debits without issuing accessible digital or paper bills? Anybody out there know?

My contract ends this year. Maybe time to change on protest

[newforestuser]

Mudon

If it is illegal, EE's argument would probably be that they are willing to send you paper bills if you ask. Not that you should have to ask of course, but I guess that facility keeps the whole debacle above board.

Quite amazing that an allegedly leading-edge tech company hasn't managed to sort this problem out in over 15 months. 

Good luck with moving. I'll probably do the same when my time is up.

[Lebadnb]

Same issue here. Repeated calls (up to 11 now - each one an hour) since getting ee broadband in January. Arranged 3 call backs with advisors the latest of which was supposed to call me back at 5pm today. Not one call back has been made. Seems like a good way to get the customer off the phone. Latest advisor (Corey) told me how many issues they have had with the whole BT migration - literally thousands (his words). Got me to change my email I use to login to my ee. Which I did. That hasn't worked and I still can't see anything to do with broadband when I log in to my ee on either app or browser. Am now waiting (yet again) in a queue on the phone to ee where no doubt I will have to go through the whole debacle again only to be told something different which won't work. I can't see what I'm paying for, I can't change anything and I can't activate my ultimate game pass. This is fast approaching farcical. What am I supposed to do? Please don't respond with 'have you raised a ticket or called 150?' The answer is yes and yes. Many times. 

[Mudon]

So latest contact on 150 offered me a paper bill for £3 I took a chance
just to get something on paper Let's see if it arrives? Not confident