Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

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

Go to solution
DewnensKernow
Investigator
Investigator

‎02-06-2026 11:31 AM - edited ‎02-06-2026 11:34 AM

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.

0 Helpful
12 REPLIES 12
Go to solution
cotonestate
Investigator
Investigator
In response to Christopher_G

‎01-07-2026 05:22 PM

Every complaint I have raised is immediately closed because EE state this is a known issue. Therefore I have no formal tracking of when I first complained to where we are today.

0 Helpful
Go to solution
Ali_A
EE Community Support Team
In response to cotonestate

‎02-07-2026 08:52 AM

Hi @cotonestate 

I'm disappointed to hear that you feel no progress is being made with your complaint. 


I'd recommend getting back in contact with our team, they'll be able to confirm if there's a complaint open at present, and if needs be you can request to escalate this. 


If you're unhappy with how this is being managed we absolutely have an escalation process, and you can find all the details you need on this via our complaints code of practice.


Ali

0 Helpful
Go to solution
cotonestate
Investigator
Investigator
In response to Ali_A

‎02-07-2026 09:08 AM

Hi - every single complaint gets closed because it is a "known issue" and they cannot provide an estimate of when it will be completed. I've probably raised a dozen over the past year. EE do not keep them open if the complaints team have no action they can take. It is with EEs technical team and you can't lodge a complaint with them.

I had the same issues when I was with BT.

0 Helpful