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

[Jims77]

Mine has been sorted in this last week after numerous calls like yourself, I asked to speak to a manager who then called me back a few days later, they have to de link your existing email then send you the link to reactivate the account. I've no idea why this has not been passed on to call centre workers as a solution🙄

[Lebadnb]

Same issue here. Repeated calls (up to 11 now - each one an hour) since getting ee broadband in January. Arranged 3 call backs with advisors the latest of which was supposed to call me back at 5pm today. Not one call back has been made. Seems like a good way to get the customer off the phone. Latest advisor (Corey) told me how many issues they have had with the whole BT migration - literally thousands (his words). Got me to change my email I use to login to my ee. Which I did
That hasn't worked and I still can't see anything to do with broadband when I log in to my ee on either app or browser. Am now waiting (yet again) in a queue on the phone to ee where no doubt I will have to go through the whole debacle again only to be told something different which won't work. I can't see what I'm paying for, I can't change anything and I can't activate my ultimate game pass. This is fast approaching farcical. What am I supposed to do? Please don't respond with 'have you raised a ticket or called 150?' The answer is yes and yes. Many times

[Minkey1]

Switched last October. Still cannot access the phone accounts online. My Exec Complaints contact (whose-name-we-dare-not-speak) told me last time he was personally monitoring it and would be in touch. That was probably December. Nothing further of course.

Now trying to summon up the energy to chase him.

Remember Zulu.

“Ex BT customers sah. Farsands of ‘em sah”

What a shambles.

[Lebadnb]

Edit to post above.

now been on the phone for 1hr and 30. Spoken to people in north England/dublin/god knows where else. Spent 20 mins with the surliest Irish lad who insisted on whistling and humming through the whole call and when I asked to speak to a manager I was told 'he was the only one on the floor' he then said phone the tech department so I asked him for the number. He said he didn't have it.

'So you are telling me to ring the tech department but you can't give me the number for the tech department despite it being your company?'

'it's not MY company.....'

ok I see where and how this is going. Nowhere and fast.

then was passed onto the next  30 mins with a woman in Dublin only for her to say 'I don't know'. she then put me through to someone else without telling me she was doing so. Next guy who eventually answered had  no idea who I was/why I was calling so I had to go through it all again. Clearly she had just got rid of me.  Simply maddening. Have asked for paper bills so at least I can see what I'm actually paying for. Assured nothing can be done about x box game pass until the issue with the linking broadband is sorted. Seems to contradict what others have said in here about that but I'm too tired to argue. Raised a complaint whilst knowing that is pretty pointless. 

oh and  Corey (who earlier told me to change my email address for the ee app login which I did and it didn't work) I now can't change it back so the email address used for broadband set up is now different to the email address I use to log into the app. 

if ee couldn't link them when the details were identical what hope have they linking them now they have different email addresses on them both? 

sweet lord give me strength. 

[Lebadnb]

I feel your pain 

[he11ywe11y]

Hi DaveJR - 

So finally, mine has now been fixed.  It took so many calls complaints etc etc - I would put in a complaint - the key to all of this is to speak to an 'executive' - the 'executive' called me and said that he would get back to me after a week - and he was true to his word - it has all been fixed now.

Which is great.  BUT - why on earth did it take me nearly 50 phone calls, 7 merge requests, being passed from pillar to post .... EE knows that there is a problem - why not do what they did with me and fix the blimming problem - anyways good luck in your quest - deffo put in a complaint if you haven't already - that is the only way you get an 'executive' - best Helen

[Pambo]

Still fighting on and wasting time but something had changed on the website today when I again tried to link my broadband account to my existing EE account with the same email and phone number as my previous BT account. It didn’t just come up with the message to ring up a phone number to verify. I got optimistic then. Short lived optimism. This experience involved codes sent to my phone and e mail. Apparently the personal details on the accounts personal profile don’t all match though and this stopped the process this time. I can check what’s on my phone account but not on the other “online account” which doesn’t exist really apart from in IT world of the company. I tried “editing” my details to see if I can add my home address and date of birth but that was not possible. My online phone (PAYG) doesn’t seem to want it. The advice given on the screen this time was not to ring up but to go into an EE shop with proof of ID including date of birth. Don’t even know if there is an EE shop round here any more. I’ll not be bothering wasting time on this and will stick with a paper bill. There’s no guarantee shop staff will succeed any better than customer service on the end of a phone. Shame on you BT and EE as a “tech firm” for not being able to do the simple task of merging accounts.

[Pambo]

Just needed to add I did ring customer services as the website wouldn’t let me update my new payment card. Discovered my PAYG phone had never been registered to me so he added my name, address and date of birth to the account. I then tried to merge the broadband account again myself (having declined to be transferred to another customer service person in broadband). Still couldn’t do it as details didn’t match. Probably as BT always used just my initial not a first name. Will probably try ringing again one day…..

[Leanne_T]

Hi there @Pambo 

I am sorry you've been unable to link the account. 

If you could try calling again when you get the chance the team will be able to get this investigated for you and see what is needed to get the account linked. 

If you have been in touch a few times and would prefer not calling or visiting a store, if you have one in the area, you can open a complaint on the Make a Complaint page and our complaints team will get back to you. 

Let us know how you get on. 

Leanne.

[Minkey1]

@Pambo 

I’m almost at the point where I can’t be ar5ed chasing it, especially as folks here have said I’ll never get back to 1 bill from 1 account anyway.

BT managed a dozen house moves & emails, and every combination of full and nicknames, over 50yrs, and never an issue. But EE require the minutiae to match, including inside leg measurement.

The only unique identifier ought to be our email. And that I’ll never change for anybody.