Still can't link accounts

[richfletch123]

After moving from BT to EE and having 2 mobile accounts as well I still can't link my accounts. I have called several times to be told there is an internal problem and even that my Email address at EE was listed incorrectly. 2 weeks on and still can't do it so can't even see my EE phone bill! Very frustrating! Please help...

[Alex_H]

@PhilGrell I am really sorry that you did not get the call back you were promised. 150 is the normal customer service number as you say, but your complaint would be logged on your account for anyone to access and check what is going on. Similarly you should be able to escalate your complaint through 150 following our escalations process.

I am sorry this has not been the case with your previous calls, as an alternative to 150 you can also submit a complaint to our complaints team using our webform here Fill out our complaints form | Help | EE

Alex

[SimonD99]

Same for me trying to link bt broadband to EE. Tried several times, not prepared to wait for 45 minutes on telephone.

Went to the local store.  Unhelpful.  Really unimpressed with the Service and regretting change. Now actively exploring alternative for BB and mobile contract.

[PhilGrell]

Mine was finally linked after 6 weeks. 4 weeks of nothing being done except me repeatedly raising a complaint which was closed after each failed attempt. Then it got to the “executive resolution” team who said they would do the same and it would still take 7 days. After 7 days the said they had identified the problem which the normal cs team had already done. Then after another 7 days I got a call to say it was fixed. I knew it had 6 days earlier when I got a message to say I now had unlimited data on the phone.
The problem was a ghost email address in conflict with my actual address.
Absolutely appalling service and pity for the front desk people we have to talk to who get zero support from their supervisors 

[Winja]

I am the latest victim of upgrading to EE from BT and not being able to link accounts. As all the previous posters I have been on discussions with the call teams and all have been very helpful but still not able to link EE Mobile and EE Broadband. Have changed the subscription plan on the mobile account (as advised by the EE Team) still no joy. I am happy that PhilGrell was finally resolved and perhaps I will have an Easter Egg to celebrate if my issue takes as long. 

[Michael_D]

Hi @Winja 

I know the importance of being able to manage both your mobile and broadband accounts online.

When was the last time you spoke with our tech guides about this? What did they say at that point?

Michael

[Winja]

Saturday 13th Jan, Wednesday 15th Jan, Thursday 16th Jan.....was told all the issues with the two accounts were resolved and the accounts would require 24 hours......left it 36 hours no change......on either mobile or broadband accounts the message  is the same when asking to link......"this is already linked to another account please log into that account" not exact wording. Also on one of the accounts the name was supposedly changed but that has not happened either.

[Michael_D]

Thanks @Winja 

I appreciate you have spoken to the team several times already, but if it is still not resolved, they would be the best people to speak to again.

If you aren't happy with the way it is being handled, you can request for a complaint to be opened until everything is as it should be.

Michael

[Wales3]

I have had the same problem since May 2024 ! Wish I had never changed. Rang every month to be told last time, that technical dept couldn’t resolve the issue and I had to create a new email address to link the old account to ? Tried this and still doesn’t work.  Unbelievable - totally unacceptable . I despair and am fed up with us. 

[Winja]

I cant be bothered to talk to them anymore. Once the subscriptions

are up for renewal I shall leave to join someone who is able to manage the rather simple process of administrating online accounts.