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.

[Ali_A · Accepted solution]

Hi @Linzage 

Welcome to the community. 

I am sorry to hear you are experiencing problems linking your Broadband to your online account. 
 

This would need to be raised with our technical support guides to get a support ticket raised for the EE account not loading content. Please call us on 150 from an EE phone or 0800 956 6000 from any other phone, and the team will be happy to help.

Ali 

[newforestuser]

Ali_A,

I don't think Linzage is alone in this, and from my experience (eight months of phone calls) I don't think 150 will be able to help him much either. 

Judging from the number of similar complaints in this community, the migration of customers from BT to EE is little short of a debacle. It's hard to believe in the technical ability of the EE software team when something that is just "admin" is apparently beyond their capability.

I hope that if/when this problem is solved, the company will be big enough to make a goodwill gesture to all those who have been seriously inconvenienced in this way.  

[brads666]

I am having the same problem,it says use EE app but i dont get anywhere with that,it then goes on to say try logging i on a laptop,thats no use either 

[Katie_B]

Hi @brads666.

Welcome back to the EE Community.

If you are unbale to link your account please give us a call. 

Katie

[brads666]

I am not very good on phones i dont like using them to speak

[newforestuser]

brads666 - I wouldn't worry about that. Not phoning 150 has just saved you wasting 20 mins of your life with a very pleasant but ultimately powerless call handler, who'll promise to get a ticket raised and call you back when there's a solution. Except that there never is (either a call or a solution).

Your best bet is probably to get out a good old pen and paper and write to Francoise Clemes at EE (Chief of Customer Service, maybe copying Marc Allera, the CEO. at Doxford International Business Park, 6 Camberwell Way, Doxford, Sunderland SR3 3XN.

That also might well prove fruitless, but has to be worth a try. 

If you cancel your direct debit they might actually take notice of you! 

[Leanne_T]

Morning @brads666 

I am sorry you're unable to link your account. 

You can visit an EE Store with photo ID and they can get this looked into for you. 

For ways to contact us please see our Contact Us page. 

Leanne. 

[sambadave]

I'm having the same problem after switching from BT. Everyone is very helpful on the phone and assures me that it will be sorted but months on I still only see my mobile bill in the account and have no idea what I'm paying for broadband other than an assumption based on what's taken from my bank account. Nobody from EE has contacted me to say that anything is fixed. It's getting really frustrating for me, and is just embarrassing for EE who seem unable to link two accounts. Is it even legal to take people's money without even giving a breakdown of their bill?

[Katie_B]

Hello @sambadave. 

Welcome to the EE Community.

I am sorry to hear you are experiencing this. 

I would recommend giving us a call so our customer care team who have account access can look for an update. 

Katie