Cannot link Broadband account to EE acount

[thabani_sibanda]

I'm so frustrated right now. I switched my broadband from BT to EE as they have been promoting!

I already had an EE account which had been used a long time ago for mobile dongle but inactive. After the switch, I don't have access to my new EE broadband account. The EE account and BT account were on the same email address but that didn't link up. I tried the link product service from the app but that doesn't work.

I called EE and I was told to create a new EE ID. I did just that and whenever I put in the account number of the product I want to link, it fails. The error is that some of the information doesn't match.

I called again and the person said to use details I've never used before (i.e. new email and different phone number), so I did just that and guess what, still the same error.

So I've got an EE account in the ether somewhere which I can't access, can't see bills, can't get support on the app and the only thing I have is an account number for it. 

Looked online and so many people are facing issues with linking their broadband account from BT - surely EE should know how to resolve this by now or stop pushing people into switching over!

[thabani_sibanda]

I'm in the same boat.

I've called so many times. They take you around in circles. no one resolves anything. Some tell you to create new EE IDs. I've created so many new emails and used different phone numbers and things just don't link. It's like the old BT account has some information which you can't see which has to link.

What's worse is that they don't forget to take out their direct debit but when you want help, they are not helpful

[thabani_sibanda]

I've called so many times. They take you around in circles. no one resolves anything. Some tell you to create new EE IDs. I've created so many new emails and used different phone numbers and things just don't link. It's like the old BT account has some information which you can't see which has to link. 

no luck my side 

[thabani_sibanda]

it's so frustrating
I've called so many times. They take you around in circles. no one resolves anything. Some tell you to create new EE IDs. I've created so many new emails and used different phone numbers and things just don't link. It's like the old BT account has some information which you can't see which has to link.

What's worse is that they don't forget to take out their direct debit but when you want help, they are not helpful

so now stuck in a 24 month contract for a product i can't see

[thabani_sibanda]

I'm in a similar situation to you and calling them doesn't help at all. They tell you to create new EE ids or they try various things or tell you to wait, but nothing changes. Months in and I'm stuck in a 24 hour contract with so much poor service

[Ali_A]

Hi @thabani_sibanda 

Welcome to the community. 

Sorry to hear you've been having some difficulty setting up the EE app with your broadband. 

When you spoke to Customer Service did they raise a ticket for you to fix the EE app login? 

Ali 

[Macspurs]

I took it to the communications ombudsman, they have to investigate but in my case I got compensation and an option to leave contract without penalty