Can`t link Broadband to my account

[ossettbob]

I can`t link my broadband to my account. When I get to part when it wants to send a code it shows last 4 digits of wrong mobile number,. I have just spent 45 minutes on chat. I have severe hearing loss so had to use chat. The agent I spoke to got all my details & said it would be sorted but I think he just wanted to sign me up to a new plan before doing anything. He then said he would transfer me to technical but it came up that wait time was 30 minutes so I ended chat. I looked further & saw that technical support was currently closed. I have only been with EE since 16 October & I have had problems since moving from Plusnet. I was with Plusnet for 14 years with no problems. I could see my bills, plan etc. online which was great. I have also sent 2 emails to  consumer resolutions at BT who I dealt with when Openreach had problems installing my fibre but had no reply. I think I might be moving on when I am able to see when my current contract ends. Don`t know how to find that out if I can`t do the link.

[Peter_W]

Thanks for taking the time to share your experience here, @ossettbob 

It's disappointing to hear that you've been struggling to get this resolved when speaking with our Messaging team. 

The BT Consumer resolutions team may be able to help pass this over to the equivalent team within EE, but if you wanted to check out the equivalent complaints policy for EE, you can find this here:

EE Complaints Code of Practice

Alternatively, to help support customers that are hard of hearing, or generally struggle to speak over the phone, we do have some additional support options available including text relay and BSL interpretation.

You can find more information about these support options here:

Communication support | Accessibility services and support | EE

Peter

[ossettbob · Accepted solution]

Thanks for that. I received text & email from EE to tell me that my account is now linked which I have checked & it is working. I have now been able to check my bills. I have been overcharged as I was told I would be paying same as my last bill from Plusnet but that is minor. I will see what my next bill is before I decide to stay with EE or not. 

[Ali_A]

Thanks for keeping us updated @ossettbob 
it's great to hear your account access is working now.

I'd recommend getting back in touch with customer service team to look into the plan costs that you are being charged. 

Ali