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  

[Catherine142]

Thank you for your message but I have lost all confidence in EE. I am counting down the days now till I can relinquish my contract and move somewhere else where I will be able to see and manage my accounts. I am fed up of constantly having to ring to explain the problem each time and being told I will get a callback.

[Katie_B]

I understand your frustration and lack of confidence in receiving a call back @Catherine142, once the form is completed this goes to our complaints team who will contact you.

Katie

[Devenb]

l would suggest to get the complaint number and raise it with Ombudsman. Thats the only way of getting a resolution and getting out of the contract early. 

[NickEEuser]

Hi Martin I am having exactly the same issue as yourself  and finding EE service appalling. Just faceless people that don’t really care. I do not even know my broad band account number to try and link the two accounts together. I sincerely wish I never changed from Bt and they were bad.

Every time I speak to one of these faceless people in chat they never read half the message and find I have to repeat myself and still get nowhere . I am going into an ee shop.and will try to resolve there but I’m not holding much hope. Cant wait for the contract to finish!

[Christopher_G]

Hi @NickEEuser 

Welcome to the community.

I'm sorry to hear that you're having problems linking your account. This is something that our Customer Support team should be able to help with. I know you mentioned using the chat service, but have you tried calling?

I'm sure the store staff will be able to help you, or at least get some help from the support team to get this resolved. 

Please keep us updated with what happens.

Chris