Can't get my EE mobile account and broadband account linked on the EE app

[markt99]

I have an EE mobile and EE broadband account but they are linked to two different email addresses. What this means is I have to sign in separately to access either one which is really inconvenient on the EE app

I have tried contacting EE customer support numerous times and have been told many times they have made a request for the accounts to be merged, but nothing has changed so far since last month and I must of contacted EE at least 10 times or more asking for them to sort out the issue.

To be honest I can't see why it is so hard for EE just to change my accounts so they are linked to one email, it seems stupid.

[Rach_H · Accepted solution]

Hi @markt99,

Welcome to the Community!

We know how important it is for you to be able to manage your account, so I'm sorry to hear about the trouble you're having. 

I'd recommend getting back in touch with our team and they will be able to look into this. If you're still unhappy then you are able to make a complaint and escalate this higher.

Rach

[markt99]

Have tried again and been told it will be merged in 3 days and I would get a text or email to confirm but nothing again.

[XMcInt]

 Hello, I have the same issue but now I cannot access either account, website or app. Have they solved it? Thank you. 

[mark3099]

Yes it is solved, I set up a new EE account with a single email address and some of my old inactive broadband accounts had to be removed by EE from their system which were apparently stopping the merge.