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.

[newforestuser]

Katie, i know you're only doing your job, but do you have any idea how many times you've had to trot out that response?

Phoning 150 will result in a polite and concerned conversation with an EE colleague, who will promise to pass it onto the technical team, who will phone you back at a pre-arranged time. Except they don't, because they have no idea how to sort it.

I worked for many years in the software industry, and am very aware that  effective customer support isn't high on the agenda, especially when the experienced staff are replaced with cheaper graduates.

Have a good day.

[brads666]

I do not like using a telephone, when you contact me through emails you give me part of my account number, why can't you just send the tests of it and the problem would be solved

[McGowan26]

I have 5 months of not being able to link my accounts being billed but not able to pay as I can't log in on my broadband account thats billed by both BT and ee and they promised to send a new router and a technician to sort out the Internet signal loss that was 4 months ago now I now have a massive bill to pay when I can get on my account because who ever switched me from BT obviously didn't do it right

[Rach_H]

Hi @McGowan26 

We know how important it is for you to be able to stay up-to-date with what is happening with your account, and you can pay your bills using our phone system or our payment link. 

I would recommend reaching out to our team, and they can look into the options for ensuring you can view your bills moving forward.

Rach

[eemmbar]

I have recently switched over to EE fibre from BT.  I got my mobile as part of the package so assumed the link would be automatic.  I too have been trying to link the broadband to my account but it will not work.  I have received emails and texts saying check your bill by logging into to your online account but the same issue every time I try and log in all it shows is my mobile info and it wont allow me to link it.  I am pretty fed up now as seem to have spent hours hanging on a phone in a queue to either discuss this or discuss the other technical issues i have with the fibre installation (the router moved and no no signal in half the house).  Anyway perseverance finally got through to someone who has requested a merge of accounts (will take 5 days) and was trying to sort me out a booster package but it was costing more per month.  The whole point of moving to fibre and over to EE fibre from BT broadband was to reduce the cost and so far I am out of pocket due to the expensive mesh system I have had to purchase in order to do my work. Not the engineer nor the man at BT who told me to move explained it would in fact be worse in not only performance but cost.  Feeling very deflated and may cancel within the 14 days (only installed yesterday) and move elsewhere.  But cannot do that until they merge my accounts and I can check the T's and C's!  

[newforestuser]

Bottom line - if you have the chance to get out without penalty, just do it! To be honest, I wonder for those of us who are suffering with these problems long-term, how binding any contract would be, given that EE haven't provided their side of the deal. 

As I am STILL unable to access either my mobile or broadband accounts since Febrauary, I today spent my regular slot with an advisor (well, four eventually) for several hours. The first one, quite hopefully suggested that maybe the only way forward was to delete my EE  ID overnight and then I could setup a new one from scratch. Given that nothing else has worked in the last seven months I thought I'd give that a try with VERY crossed fingers. Several minutes after the call I got a text and email telling me that my BT ID had been deleted. Hmmm BT? I phoned back to check and got a different person, who confirmed my BT ID had gone (didn't realise I still had one since migrating to EE), and that she would pass me onto the "Loyalty Team" to prepare the demise of my EE account. But apparently transferring the call was a step too far and the line went dead.

I phoned back and spoke my third helper of the day, who seemed to get very confused and we went round the houses several times. She eventually passed me over to another colleague who seemed very competent and helpful (I've been here many times before) and tried to link my accounts (I have mobile, TV and Sport as well as broadband) to no effect. So once again she raised a ticket for the tech team to sort it out and promised that all will be fine in 5 days.

It won't be. I just know it won't. and nobody will contact me ever again if I don't ring them again next week. So much of my life has been spent in 2024 talking to these people when I could have been doing something useful.  

I did find out today that the broadband team are allowed to send you monthly bills for free (how kind), but the mobile team have to charge for that service. I suspect Scrooge and Bob Cratchit were a more joined-up organisation than this shower.

[HKTEric]

I'm experiencing the same issue. I called 150 and was told it would be resolved within 5 business days, but it's now been a month, and I still can't see my broadband account in the mobile app. I really don't want to spend another 60 minutes on an unproductive call. Does anyone in this community have experience how to solve this issue?

[newforestuser]

I never thought I'd say this after nearly 10 months of frustration, but I seem to be well on the road to having the problem fixed!

 Out of the blue last week  I got a phone call from an EE Guide to talk about my problem, (was the number of negative reports I'd posted on this messageboard anything to do with it I wonder?) and he texted me a link to get straight to the tech team. I did this, and got a very concerned and helpful lady (this wasn't the first time so I didn't hold my breath) who took me through various procedures (emptying my cache on Chrome on Windows, deleting and reinstalling the EE app on Android), but all to no avail. Groundhog day I thought. Then she suggested something I had heard mentioned by other posters on here - "did I have an email address other than the Gamil one I had registered with?" (I don't know that the Gmail bit matters, just needs to be a diffeent one I think). As it happened I did have an unused one with yahoo.co.uk, so she put that one into my profile, and that then generated an email to the new inbox about finishing setting up my userid. I clicked on the "Create EE ID" button in the email and cogs began to whirr. I then got another email entitled "You've created your EE ID". Wow - that sounded promising.

Imagine my disappointment when I tried using my new email address to log in from my laptop and hit an error message - in fairness my guide seemed equally crestfallen. But then I tried logging invia the app and for the  first time ever I was able to see just what it was that my monthly payments during 2024 had bought me - both mobile and broadband/TV. I could access every month individually and do other useful stuff like amend my plans, set up roaming abroad (only about £17 a week compared to BT's £0) and buy all sorts of add-ons. I was promised by my guide that the Windows login would also get sorted out, and in fairness I can at least see my phone bills on there now.

So it seems that the solution is to get yourself a secondary email address, phone up and ask to have that plugged into your profile - assuming my guide has spread the word to her colleagues! It seems that all admin emails about your account will still come to your primary email inbox - the alternative one is simply for logging in.

One interesting point - I could finally see that for the first four months of my mobile contract I have been overcharged by £2.50 a month. Apparently this was because the default setup is that you want to see a detailed breakdown of your useage. a) I think that should be the default (it was with BT) and b) I was being charged extra for a bill I couldn't even see - so look out for that. I'll be chasing a refund

Good luck and I hope this helps some of you.

[Spikeyb1]

This is useless I called and a lot of details were taken but nothing happened- that was 2 months ago

[Katie_B]

Hi @Spikeyb1. 

Thanks for coming back here. 

Did the team raise a ticket for this on your account?

Speak soon, 

Katie