EE unwilling or unable to merge mobile and broadband accounts.

[Johnner]

I have been trying to merge my broadband and mobile accounts since I came over from BT in March but EE seems to be unable or unwilling to merge the accounts I have been given numerous different reasons for this but none are convincing. They have said I need two, three email addresses so this can be done but surely it is not beyond the technical ability of EE to just merge the accounts without me having to open new email accounts. Why did EE  just use BTs platform after the takevover was completed allowing accounts to be merged? Having been with BT since 1992 and had no problems I am regretting ever moving to EE.

[Peter_W]

Good morning @Johnner.

Welcome to the EE Community. 

You should absolutely be able to manage both mobile and broadband on a single EE ID, but the process for doing this will depend on how things have been setup initially.

If you have separate logins for each, then we have a process for merging accounts. 

You need to be sure that the details match perfectly for both accounts for this to go through though, as if there is any mismatch like a spelling mistake or issue with the date of birth, this won't be accepted.

Peter

[Johnner]

Hi Peter, 

I can only get to see my mobile account I cannot get to log into my broadband.  I don't have an EE Id never given one, I have been told on numerous occasions that my information on both accounts match but not having seen the broadband account who knows, if you were to look back over my complaint history you would see all the different info/advice I have been give. The latest saying I would need two new email addresses or to wait 6 to 12 months for a software fix. I use my email address to log into my mobile account. I have been told previously that EE tech people should be able to merge the accounts but never happened. 

Johnner

[Peter_W]

Thanks @Johnner, this should definitely be possible!

When you log into your mobile account via the EE app, does it give you the option to try and add Broadband, and have you tried this? 

Or did they try to get you to set this up with a different email address?
Peter
 

[Johnner]

Peter, 

Yes I get the option to add broadband but when I get to the merge accounts and enter the pin it says to go to an EE shop. I only have one email address and don't really want another one. 

Johnner

[Peter_W]

That's totally understandable, @Johnner.

If it's referring you to visit a store this would usually indicate a mismatch of details between the two accounts, have you had a chance to visit one yet?
You can find the details of your nearest branch here:

EE Store Finder | How to find your nearest EE store | EE

Peter

[Johnner]

Hi,

I have been told by several people from EE call centers there is no mismatch in my details so I don't see the point of going to an EE shop, the message is just a standard EE message that everyone gets I believe and I have been told it is a fault with EE software that was not trialled properly before going live. That is why I keep getting told to wait for a fix by EE but this has being going on since March plenty of time for a fix. The info in my details was inputted by BT/EE staff so if there was a problem it was there making and the advice I keep getting is it is my problem to sort but it is a problem created by EE so should be sorted by them not me.

Johnner

[Cranston65]

I have the same problem - hours on the phone and also in a physical shop - they haven't a clue - it would be quicker and less hassle to fly to California and ask Kevin Bacon to sort it

[Cranston65]

Same **bleep** with me - it's been over 6 months - they haven't a clue how to fix 

[Christopher_G · Accepted solution]

Hi @Cranston65 

I'm sorry to hear that you've had some problems merging accounts. When was the last time you spoke with our Customer Care team about this? They should be able to run through some troubleshooting steps and escalate the issue further, if they're not able to get it fixed whilst on the phone with you.

Chris