Trying to merge EE mobile and broadband accounts on to the same ID

[Ma133a]

Have been trying to get EE to merge my mobile and broadband accounts which are on separate email IDs to the same ID so I can access them both easily on the app. Every time I try to do this on the app I am told the accounts are already linked but my broadband info won't show.

When I contacted EE and told them about the issue they keep saying they will make a request to merge the accounts and it will take 3 to 5 days, then nothing happens. I have tried calling over 10 times going though this process and still no resolution.

[Northerner]

Hi @Ma133a 

You'll need to ask EE to delete one of those online accounts, then you can add another product on the app.

Thanks 

[Linzi_H]

Hi @Ma133a 

I'm disappointed to hear that the merge request still hasn't been completed for you yet, and I can imagine you're feeling a bit frustrated with having to call the team so often.

I would suggest calling back if you have the time to do so, opening a complaint, and then escalating this to a team leader for resolution. 
You're also welcome to use the complaints webform, and a dedicated member of the team will respond to you within 7 days. Calling will be the quicker option, but I appreciate that you may rather do this online. 

Linzi