Cannot get EE Broadband billing when linking accounts

[MartinWoodley]

I finalised the changed from BT broadband to EE in June 2025  which has taken some 5 months of constant phoning since first signing EE contract on 30/1/2025 which BT/EE did not implement but tried to instigate a "higher" BT Broadband Product that I was originally on instead. This matter is now completed.

However, I am now unable to access  and view my EE Broadband on line account when trying to link to my on line EE Mobile account which is working. The EE Message for the Broadband says “not your fault, it’s ours. We are working hard to solve it”. Really?  I have contacted EE/BT to report this matter over the last 6 Weeks, where Guides are stating they are escalating the problem to their Engineers (I presume IT Engineers) and will be fixed within 7 days each time. This is just NOT happening  or being corrected. Any suggested ideas how to get this matters resolved or even discussed with an IT Manager or Engineer, who is able to work on the issue.

This is just amounting to continuous "Bad Customer Support" from BT/EE  

[Linzi_H · Accepted solution]

Hi @MartinWoodley 

Welcome to the Community. 

I know you'll be eager to get this all sorted out and be able to manage your account online. 

I'm disappointed to hear that our team over the phone hasn't been able to resolve this for you yet. However, it does sound like they are following the correct process in escalating this on your behalf. 

As this has been ongoing for over 6 weeks now, my advice would be to call us when you have some free time, open a complaint, and then escalate this to a team leader. 
Or fill in our complaints webform, and a member of the team will get back in touch within 7 days. 
Calling would be the quicker option in this instance, but I'm confident that whichever option you choose, the team can get this sorted out.

Linzi 
 

[MartinWoodley]

Hi Linzi

I have already raised a Complaints Form and obtained a Case No. INC******** created against the EE ID issue. This Broadband online account issue still has not been dealt with or has there been any contact from the EE IT team to understand or get the Broadband  online account properly linked to the existing Mobile online account so you can view the Billing and Plans for the Broadband, etc. 

How can this matter be escalated further to the correct IT Department rather than constantly repeating the problem to the Guide who cannot resolve the issue promptly themselves and then "escalates" the issue by raising a new Case No. (giving a further 4-7 day activation period) rather than passing the call through to the responsible member of the IT Department to get the problem immediately resolved.

Any assistance or suggestions to get contact elevated directly to a "senior responsible IT Manager or Engineer" will be appreciated.

A frustrated customer !!!

[Mod edit: removed personal details]

[Linzi_H]

Thanks for coming back to me @MartinWoodley, and for using the complaints webform as suggested.

Our team will get back to you within 7 days from submitting the form. They will be able to review all outstanding issues and work on getting a resolution in place. Your complaint is now escalated to the highest level. 

See our EE Complaints Code of Practice for further details.

Linzi 

[Catherine142]

I am in the same position as you are. Have raised a complaint over 4 weeks ago and not had any response despite being told it has been escalated to the Bridge Team. Nothing is being done and I get passed from pillar to post. So frustrating having to tell each guide what the problem is. Come on EE sort yourselves out!

[Katie_B]

Hi @Catherine142. 

Thanks for coming here. 

I am sorry to hear you have not yet had this resolved after flagging this 4 weeks ago. 

Did you make your complaint over the phone? 

Was it our complaints team who escalated this for you?

Speak soon,

Katie

[Catherine142]

Hi,

yes over the phone several times and yesterday after being promised a call back and didn’t get one, finally an online complaint form.

[Katie_B]

Thanks for getting back to me @Catherine142

It's not great to hear that you haven't received a call back. 

When did you complete the online form?

Katie

[Catherine142]

Yesterday

[Katie_B]

Hi @Catherine142. 

Our Executive Complaints team will be in touch with you within 7 days from when you submitted the form. 

Please be sure to let me know if you do not receive any contact once this timescale has passed.

Katie