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.

[kanturner]

Hi Lesley. I didn't raise a complaint, but on two of the five occasions I've spoken with the call centre, the operative has raised a complaint on my behalf and I have subsequently received the e-mails that confirm this, followed a week or two later by an e-mail saying that the complaint is now closed. Regardless of the merge paperwork (5-day turnaround according to the call staff) being raised and the complaints being registered, I then receive no further communications from EE. I'm not told that the issue is resolved, but I log into my account where I can view my mobile usage and bills, and scroll to the 'add service' tab where I'm invited to add my broadband account. I follow the steps and receive a confirmation PIN which I then enter onto the website. I then receive a message telling me that I need to call EE as there are some issues with my details. This is particularly annoying as each time I've called, we've confirmed that the only details that differ are my login details (I've now set up an additional e-mail address just to access my broadband bills and I want to delete this ASAP) and the call staff have said that this is not an issue. They've then confirmed my preferred login address and assured me they'll resolve it.   And then nothing......again.

[Lesley_W]

Thanks for the extra info @kanturner 

If your previous complaints have been closed, a new one will need to be opened. If you have a look at that link I sent above, the webform option goes straight to the complaints team directly if you didn't want to give our team another call.

Lesley

[kanturner]

I appreciate you trying to help Lesley, but I would assess that my calls thus far have cost me more than two and a half hours of my time and I'm not wasting any more. Why the accounts have to be merged in the first place is insane. Why not just add the new facilities to my existing contract, that's what I asked for when I moved to the BB/TV package a few months ago, but no, I have to have a new account that starts with 'GB'.

If this can't be resolved after five separate calls and the personal assurances of at least three of those, then I have little faith in either those at the end of the telephone line or the techies struggling to do what other companies seem to be able to do with no effort.

I would be interested in knowing if these circumstances are in breach of my contract with EE. Specifically, the Ts&Cs stipulate that EE will provide me with bill each month against which I must make payment. I am not required by this contract to set up an unwanted e-mail account, purely to access my bills, especially when I already have an active EE account against my existing e-mail address. I do like the service I'm receiving and am unlikely to act on any such breach, but if any future bill is above the norm and I'm unable to check why, I shell be very miffed indeed.

[Johnner]

Wesley you can use the links it will make no difference the don't do anything, I don't understand why it is so difficult the BT software had no problems linking accounts so why is EE not able or is it for some unknown reason they don't want to link accounts that have come over from BT, there must be hundreds of EE customers who have come from BT that have this problem from what I have been told by call handles (guides) and read about.

This problem needs to be escalated to the top of EE not to tech or complaints.