Will EE ever fix the problem of linking accounts for ex BT customers

[DaveJR]

Good afternoon

I's over 6 months now since we switched from BT but EE can still not work out how to link my Broadband & Mobile accounts. So much for being a high tech company 

Dave

[Pambo]

I’m sick of contacting EE to try to sort out my online account issues. I have two EE accounts with different email addresses linked to pay as you go mobile phones but have never tried to link them. However when EE took over BT broadband I lost the BT broadband online account I tried to add the broadband to my main account unsuccessfully myself. When I rang up to “verify” I accepted there were teething problems and decided to wait until things were sorted rather than follow the advice of creating another email address to create another EE account. I’ve tried to add the broadband myself several times and still it won’t let me and so I ring up again. I’ve spoken to people in the mobile and broadband teams and the technical team. Some have seemed understanding and helpful but not managed to add my broadband. I was told early on my details had been taken and it would be sorted. It hasn’t. The last person I got didn’t seem to understand that there had been a history of issues with more than just me and was patronising. Every month I get an email and a text to tell me my broadband bill is available for me to view online. ….. very annoying as it isn’t! Fortunately I pay for a paper bill. 

[Pambo]

I’ve had the same experience Dave JR and EE Community Support Team. Last person I spoke to didn’t seem to acknowledge the issue or that it has been going on so long and for so many. In fact she was patronising (most unlike the others and I was being polite and patient). The last answer isn’t satisfactory as it’s just the general number and we try the mobile team, the broadband team and the technical team and get passed between them. 

[he11ywe11y]

Oh Dear, - you have more or less written what I have said and how I am feeling - I am so sorry for us Pambo - EE have really got to up their game - everyone that I have spoken to knows that there is a problem - 'it will be fixed in 5 days no problem' - no it hasn't!! Today Pambo I formally submitted a written complaint (the other 2 complaints were on the phone), good luck to you!

[DaveJR]

Come on EE, you read these posts, how about a truthfully answer. Tell us where you are with this issue and don't just fob off the many customers of yours who have the same problem.

[Christopher_G · Accepted solution]

Hi @Pambo, and anyone else having issues with linking their accounts.

The best thing to do in this situation is to speak with our Customer Care team. They will be able to run through some troubleshooting steps to try and link the account(s) from our side. If the guide that you speak to doesn't have any luck with getting them linked, they can send details over to a specialist team who can continue with trying to get it set up.

If it has been ongoing for some time, they can also open a complaint on your account so that everything is logged and managed appropriately.

Hope you get sorted.

Chris

[Pambo]

Are you a real person Christopher G? If so read the posts again and answer properly and honestly if you want to help. Can you assure us we are not wasting more of our time again ringing , hanging around, explaining, getting a call back apologising about not being able to help or no email telling us it’s sorted. Might try again next year. In the meantime you could feedback  our complaints so it might be fixed if I do bother again.

[DaveJR]

Hi Linzi

I followed your advice in the message below: 

"Hi @DaveJR 

I'm so sorry that you've not heard anything back from our team as expected.

At this stage, I think the best thing to do is to open a complaint using our complaints webform. From there we can be sure you'll receive a response and outcome to this query.

Linzi "

where you you said I could be sure I would recieve a response, well, surprise surprise, I didn't, so please advise my next steps for complaining about the complaints department for not responding!

And also tell me honestly where EE are with sorting this issue out

Thanks

Dave

[Linzi_H]

Hi @DaveJR 

I'm concerned to hear you didn't get a response after filling out the complaints webform. 
I'll send you a Private Message.

Linzi

[he11ywe11y]

Hi Dave,

I also submitted a complaint - and never heard back - totally useless.  I went into the shop where the problem initially happened - 2 different email addresses that couldn't be merged - they told me to call 150 - I said to them please look at my file - they were astounded as to how many times I had called EE regarding umpteen merge requests - but still couldn't help me and still said call 150.  For a tech company they are just useless.  As for customer services - where is the service - no nothing.

Was going to get EE TV in the end we went with Sky.

Good luck with your quest Dave.

[he11ywe11y]

Chris, called 150 42 times now, 2 complaints, 7 merge requests.  What are my next steps please:

Complaints - 2 sent - no response.
Call 150 - 42 times - nothing resolved.
Merge request application form - 7 merge requests - did not hear anything.