Account Merge issue

[dbhatia]

Hi, 

Despite speaking to EE three times the account merge has not happened.

Any suggestions welcomed.

Thanks

[Peter_W]

Hey there @dbhatia, welcome to the EE Community 😊

I just want to give you a quick heads up that I've split this comment out into its own thread so we can be sure you're getting the most up to date details. 

Could you please let us know a bit more about what accounts you've been looking to merge here?
Also how did our team leave things with you when you last spoke with them?

Peter

[dbhatia]

Hi @Peter_W ,

Many thanks for reaching out.

Not sure as I got three different answers. All I know is that I don't have access to my broadband account.

The first and second call EE told me the accounts were going to be merged. Apparently an online form was filled out and in a matter of couple of days I would see my broadband account on my EE mobile account. I am still waiting 10 days later...

[Peter_W]

Thanks for explaining that @dbhatia.

Merge requests get raised with a back office team and we would usually expect this to be completed within 5 working days, but it can sometimes take a bit longer. 

We don't have account access on this public forum to check where we're at with this, but if you get back in touch with our technical team they should be able to give you an update on where we're at.

Peter

[dbhatia]

Thanks @Peter_W 

Unfortunately link doesn't work...

No number nor web form

[Peter_W]

Thanks for flagging that up @dbhatia, I've checked the link and it seems fine. 

It could be worth giving this page a try instead:

https://ee.co.uk/help/contact-ee

Just select the option for Technical Support, followed by Mobile.

Peter

[dbhatia]

Thanks @Peter_W  for the quick reply.

So just 150?

Any tips which options?

[Peter_W]

No problem at all @dbhatia.

If you're calling on 150 it will give you the option to press 1 for the visual service, or if you'd prefer the traditional menu system please press 2.

From there it will guide you through all of our options, and you would be looking for broadband technical. If you did end up in the wrong place though, our Guides are more than happy to pass you through to the best person that can help.

Peter

[Chatterbox1969]

I’m in exactly the same position, my EE App will not link to my new Smart router so I can use the WiFi controls, contacted support three times saying my router is in a position where I need to do something if I log into the account to finalise the new 500mB full fibre connection… but I am logged in…! Then I was fobbed off saying there going to merge two accounts even though I’ve only ever had one account….! They have told me twice that after five days someone will get in touch with me but guess what… they never do.

ive been with EE since it was orange so I’ve been with EE forever, and always had great service until recently. 
just fix the App connection it can’t be hard.

there on Tv every day singing its praises but I’m fed up .

all I want to do is use my app with my new service, I can’t link my new router because apparently it’s linked to another online account…..I’ve been told there’s a big update coming out to fix this as they know it’s an issue but I’m not holding my breath.

i now bet some nice support person will come on here and ask me to do what they always ask” have you rebooted the router “……!

Regards Paul

i don’t expect anyone to reply but you never know

[dbhatia]

I don't think this will be fixed easily...

When 3 or more company billings systems try to come together - gonna be carnage...