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.

[Johnner]

Hi Cranstone65

Yes they don't have a clue or it is to their advantage not to merge the accounts so they have no intention of fixing the problem because it benefits EE. I have just been informed that my sister in law has the same problem since moving from BT. Looking on trustpilot other are complaining and getting the same response from EE we have no can do.

[Cranston65]

Must be a couple of months ago - I simply gave up because they have tried to fix it on many occasions and failed - the issue has be escalated before and that hasn't worked either - at one stage I was told there was a massive backlog of accounts to be merged - it's been going on so long it's pointless  - I'm happy to give you my details and see if you can sort it but it's a bit pointless. When I took out the contract I enquired about keeping my BT email account which I have been able to do.

Perhaps when my new Broadband account was being configured they used a different email or logon to do this and we could join the accounts this was round instead of from my EE mobile account.

[Johnner]

Just to add I went into an EE shop today to ask if they could help I only got part way through the problem and the young man laughed and said there is nothing we can do it is a tech problem we have no means of doing anything we have people coming in all the time asking for help. Come on EE sort the problem out you have created and stop sending people on a wild goose chase and telling them it is their problem and fobbing them off when they call for help with false info.

[Cranston65]

They don't really care - they've got their sale or commission so they're happy - it's obviously a common problem which they're unable to sort.

[OnHold]

Just moved over from BT, and have experienced this issue. I have validated my ID after receiving that particular error code. I have provided as much information as I can on my side, and will flag up, once other ongoing issues have been resolved. 

[Ubereme24]

Been 8 months for me, still not linked my acocunts. gonna move all my accounts away on renewal cuz EE dont care. so they can loose the nearly £300 a month. oh well. 

[Johnner]

Yes I'm still not linked made a written complaint this week heard nothing going to email CEO next week see if that will be any good but looking at other comments on the net he doesn't reply either 🙄 

[kanturner]

I'm sorry Chris, but your advice is not helpful. I've had an EE mobile account for over a year now and switched from BT to EE for BB and TV  a few months ago. Since then I've been billed each month for the TV and BB, but I can't see my bill to check it's correct. When I log on I can only see my mobile account usage and billing. I've spoken, as you suggest, with the care team five times now, with the operator providing their personal assurance to merge the two accounts, but after all five attempts the accounts remain un-merged. Is it even legal to bill me for services provided and to not let me see what those charges are for?

[Lesley_W]

I'm sorry that you've had a poor experience trying to get this sorted @kanturner 

I'd recommend raising a complaint so they can look to get this resolved and address the service you have had so far. You can see how to do that here Make a Complaint | Contact Us | EE.

Lesley

[ubereme]

Hahahahhaha that does not work. Nothing happens. I made a complaint. Did they fix it...... No. The only way to fix this is to leave.