App/Website/merger - Loads of issues including unable to link numbers to account

[DewnensKernow]

I have spent two months trying to get my VAT invoices since moving ownership of my account to my Ltd company. I am not able to link my phones to my account through the app or website. I have spoken to different operators on 150, who all promised that it would be sorted but was not until 2 weeks after I created a complaint. 

I was told that, since the merger the company has had issues with app and website. This is a major project to align everything from BT and EE to a combined service. EE have not publicised this and when you phone 150, a recorded voice will tell you that everything can be done on the app or website - which is a lie.

I now have a workaround - my VAT invoices are going to be printed and posted until the new software/app/website are ready. This is unforgivable. 

As I can't link my numbers to my account, I am unable to upgrade (I'm out of contract).

BT/EE are losing money and, inevitably, customers. 

If I can't upgrade soon I will be moving to a different provider.

[DewnensKernow]

I tried 150 - they told me that they cannot link numbers to online accounts and they also told me that they are asking customers to patiently wait until the tech issues arising from the BT merger are sorted. Until then I cannot upgrade. I cannot link my numbers to my account - it took two months and a total of about 5 hours on the phone to get progression on this issue but it will not be resolved until EE/BT launch a new website and app. At least, that's what I was told by 150.

I'm out of contract and I can't even upgrade!

Here's the irony - when you call 150 the recorded message tells you it's easier on the app!!!!

[Christopher_G · Accepted solution]

Hi @DewnensKernow 

Welcome to the community.

You've done the correct thing in raising this as a complaint with our business support team. They're in the best position to be able to help make sure you get access to your bills.

Chris 

[DewnensKernow]

Thanks Chris,

It's still an issue that this is a workaround and not a solution. EE should be honest with it's customers that the technology doesn't work. 

EE should change the recorded message that tells us to use the app or website, when this clearly does not work.

[Pobinskiuk]

Hi This is not solved. ? I still dont have access to my account, i cannot link anything and nobody from Tech Support / Complaints has bothered to come back to me. I dont know when my next bill will be generated and if it will go to the correct address... ??? 

[Quov]

This has been driving me nuts for months.  I have spoken to support several times, including going into a store.  I eventually received some of my historical bills in the post - yes, paper - but she hadn't setup paper billing as promised.  Back onto support and I have now been told it is setup and some more back-dated bills are going to be posted to me.  I asked if I could receive emailed bills instead, but was told I was already setup for that, but my account couldn't be linked to my devices.  It seems ludicrous that a technology company cannot fix customer online access in over 6 months.  Calling 150 does get me through to someone eventually, but they seem to be operating very slow systems and not always very clear in their communication.  I am disappointed.

[DewnensKernow]

It's reassuring that I'm not the only one - I thought I must be going mad - if they can't get this right, what hope do we have?

If I made EE wait two months and more to pay my bills, they would not stand for it. Why should we accept poor service?

[DewnensKernow]

It's reassuring that I'm not the only one - I thought I must be going mad - if they can't get this right, what hope do we have? If I made EE wait two months and more to pay my bills, they would not stand for it. Why should we accept poor service?

[DewnensKernow]

O my, Chris. 

Raising a complaint made no difference. 

I just had a text telling me my bill is ready to view. And a link. I clicked the link. It opened the EE web page telling me to link my device. When I tried it said it couldn't. 

Same story. Different month. 

Why send texts telling customers to do something that's impossible?