Unable to link mobile and broadband accounts- Error Family Name

[LAtherton]

I have tried several times, spoke to EE support and been transferred multiple times yet my accounts are not linked. I also have no way of managing the broadband account and EE for some reason cant setup a direct debit, exactly how am I supposed to pay???

I am really hoping someone can help with this issue on here, last chance saloon I guess before I take the business elsewhere.

[Rach_H · Accepted solution]

Hi @LAtherton,

Welcome to the Community!

I'm sorry to hear about the trouble you're having setting up your accounts, and that the team haven't been able to set up your Direct Debit. We do not have account access here on the Community, but it sounds like the team might need to raise a fault on your account, so this can be looked further into. It may also be worth raising a complaint.

Rach

[LAtherton]

Hi Rach,

I have done both unfortunately and I am in the same situation. We have five mobile devices with EE and have never had this issue with billing or managing them online from the web or app.

I just want it sorted.......

[DJWales7]

I have exactly the same issue - since Oct 24 and I had given up since Nov 24 until now.

I am unable to manage my subscriptions or even see what they are and I can't watch those subscriptions on another device.

I'm now looking for a new mobile and provider but may not look at EE for the above reasons.

Crazy!

DJWales7

[Linzi_H]

Hi @LAtherton 

I know you'll be eager to get this all sorted out.
If you've made a complaint using our complaints webform, this can take at least 7 days for a response. 
If you'd like a response sooner, the quickest option is to call us to discuss the best next steps. You can open a complaint with the Guide you speak to, and escalate this to a Team Leader if needed. 

Linzi 

[Linzi_H]

Hi @DJWales7 

Welcome to the Community.

I'm disappointed to hear this has been an ongoing issue for you. 

I would suggest discussing this with our team over the phone so they can review exactly what's causing this to happen. From there, they can work on getting this resolved for you as quickly as possible.

Linzi