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.

[Peter_W]

Good morning @Lebadnb, welcome to the Community. 

I really get why you feel let down with the experience you've had here, especially considering the amount of calls you've had to make with no resolution. 

Some queries with online accounts will need to have a support ticket raised to get this resolved, but our team should absolutely be monitoring this and keep you updated, so I'm concerned to hear this hasn't been the case. 

So we can make sure that full ownership is taken of this issue, I'd recommend registering this as an official complaint via our complaints webform.

This will go direct to our dedicated complaints team, and they'll manage your query so we can be sure that we've done everything we can here.

Peter

[newforestuser]

I would expect you'll get the paper bills ok, but it's outrageous that they dare to charge you for the privilege of showing you why they're taking money from you each month!

There is a formal EE complaints department which might still be via email. There is also an address if you want to use "proper" mail,  somewhere in here:

https://ee.co.uk/content/dam/help/terms-and-conditions/regulatory/ee-complaints-code-of-practice-mar...

If none of that works, go in touch with the Ombudsman.

I cannot believe their bare-faced cheek after all they have put you through.

Good luck.

[Phil_8049]

I've had a similar issue, where my BT broadband account has migrated over to EE. After initial set-up, I find I cannot link my EE BB account to my EE app. Really frustrating when you get told you're new EE bill is ready! Numerous calls to EE have ended up with a incident report being raised and to wait 5 days for an outcome.

Surely these gremlins should've been worked out by now 🤔

[Mudon]

So I have resolved the problem for my account I recommend you submit the
online complaint form and explain your issue briefly I got a personal phone
call and my account set up perfectly within 5 days Good luck

[Broom2]

How do I make a complaint online? 

[Mudon]

Go to 'Help' and 'Contact Us'
There is a link to a complaint web form and an address for a written letter

[Phil_8049]

Hi,

Thank you for the info.

I raised a complaint, had a guy email me, saying they tried to call me! But here's the rub, I never received any call whatsoever.

Now 2 weeks down the line,  no further communication or resolved issue.

A complete shambles, now losing my patient.

[Mudon]

Maybe just unlucky! Try again with a repeat complaint Gotta be worth
another try Good luck

[Phil_8049]

Don't think I'm unlucky 😅

I even went onto an EE store today, as fed up with spending half my life on the phone.

They said it was to do with my profiles not linking up, after they'd been on phone to EE, they said it had new sorted  and wait 2 hours then try linking.

Still no resolution.

I may have to lie down in a dark room 😄

[Mudon]

Totally feel your pain! You need some luck with EE complaints who are
prepared to help you out Keep trying