Cant link account: EE/BT used 12 yr old email address when my account was set up

[swanny65]

Hi

I recontracted to BT in May/June this year and as part of the process I was moved to EE - a straight forward process.

However the BT call hander incorrected pulled throught the email address I had when i joined BT at least a dozen years ago. Apart from the hassle of not getting any notifications about switching to fibre, deliveries, start date etc which I eventually did get sorted. I have been unable to link my EE account to the services I actually recieve - the picture above is what loads when i try and link my account.

I have given up calling EE as they dont return my calls, they gave me direct line numbers that dont work, and i have been told there are over 10000 accounts in a similar predicament to myself - have an old email on the account that is not the correct email address or worse still the email address is no longer in use. I made a complaint and have heard nothing. I have been told it is not as simple as entering the correct email address - that only appears to work for EE send me communications not for me being able to see or amend my account online.

I have been unable to view a bill since i switched from BT to EE but this issue has not prevent EE from taking it monthly payment. 

Has anyone here had a similar problem / know how this can be fixed.

Has anyone complained to the ICO as BT holding and using an email address that was approx. 12 years old, and not used since i joined BT, seems like a GDPR / DPA breach.

Thanks very much

[XRaySpeX]

@swanny65 : : Login to your MyEE a/c using your old email, Edit your Login email & your Contact email in your Profile, logout & then login with you new email.

[swanny65]

How do I log into EE using my old email account, when that email address was only used as a means of communicating with BT when I switched to BT Broadband years ago - from Demon internet.
There never was a BT password for my Demon address. Or if there was it isnt recognised now or i have it wrong. A password reset wont work as Demon ceased trading in 2019 and I cant access their email account.
I can log into EE with my BT email address - I cant do anything with my account once i am logged in. 

[XRaySpeX]

I thought you said that BT had pulled Your old email you had with BT to your EE a/c.

[swanny65]

Apologies for not being clearer.

I have a Demon account and email address. Joined BT using this Demon email address. Once I was with BT set up my own BT account with a BT email address. The BT email address never changed all the time i was with them (at least 12 years) and I am still using the BT email address now. Recontracted to BT in May/June 24 and was moved by BT to EE - however they incorrectly used my Demon email address to recontract and the move to EE. 

Hopefully that is better

Thank you

[Christopher_G]

Hi @swanny65 

Welcome to the community.

Have you heard anything back from your complaint yet? When and how was it raised?

Chris

[swanny65]

Hi Chris

Nothing at all. One of the many call handlers said they would forward my complaint to the relevant team. TBH i think this didnt/doesnt happen as there is no permitted chain of comms with EE as they refuse to accept email comms.
You give up when your repeated requests fall on deaf ears, are ignored or you know more than the call handler. 
I think only a complaint to the ICO will get someone to look at this but that’s against BT for holding an email address that was out of date and not EE who have my account now. I could always stop my DD but then I would be sh&@ing on my own doorstep as I doubt I could set it up again securely if I can’t access my account. 
Cheers 

[Christopher_G]

OK, thanks @swanny65 

I'll send you a private message to get a bit more information from you. Please keep an eye out on your community inbox for a message from me.

Chris

[swanny65]

Thanks Chris for your help.

Will reply as soon as possible. 
Swanny

[swanny65 · Accepted solution]

Update:

Resolved by EE very quickly. Solution was to use a completely different email address