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

[Peter_W]

Good morning @he11ywe11y, welcome back to the Community. 

I can see you've been posting about this issue for quite a while now, so I'm really concerned to hear that you've still not had a resolution for these issues. 

You've mentioned raising complaints that haven't had a response; this absolutely isn't what we would expect. 

How is it you've been submitting these, and when was this?

Peter

[Pambo]

Once again this is deflecting and procrastinating….it’s been going on at least since April 2024 and about as long for us lot too so don’t expect or request time wasting detail from customers again. It should be recorded on our records if done properly when we contact customer services. The bottom line is there doesn’t seem to have been a fix yet for those of us who had mobile phone accounts (I have 2 PAYG accounts on separate e mails) and had a BT internet account using one of those e mails and phone numbers. Following EE taking over the internet account it’s not yet been possible to merge the latter. I try every so often but get the message to ring up and personally don’t bother ringing any more. I didn’t want to follow the early advice while it was being “sorted” to get a third e mail address so I can have 3 EE accounts. 
EE know about the problem even if some customer service employees deny or play it down and pretend like it’s new to them. The question still is will EE ever fix the problem?

[mkcomputing]

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@Pambo wrote:

The bottom line is there doesn’t seem to have been a fix yet for those of us who had mobile phone accounts (I have 2 PAYG accounts on separate e mails) and had a BT internet account using one of those e mails and phone numbers. 

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Has anyone pinned this down as the source of the problem? Or is that one one of several possible causes?

I do fall into that category, with BT and EE accounts, but I don't recall tying then together. My BT email address is one of many, and one that I rarely use. I have my own email domain as well as Microsoft and GMail.

But I did lose access to my two EE mobile accounts until I got an EE intermediary to sort it out. Unfortunately, I never did get an explanation of what they did to fix it, hence this question.

I keep seeing those "call 150" messages from EE, knowing full well that this is a fool's errand that just piles on the agony.

[he11ywe11y]

The first complaint was over the phone back in August 2024, I then submitted an online complaint via your website around October time.  Surely EE will have a record of this.

The communication on EE's part is terrible.

I want this resolved (surely you and other EE guides must see this and pass it on to the team that can't deal with this??) - it is like passing the buck royally between teams.  There is no care whatsoever!!!

[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.

[Peter_W]

Thanks for explaining there @he11ywe11y.

If you've raised a complaint online I'm surprised to hear you've not had a reply to this, as these forms will usually go straight to our dedicated complaints team. 

I would recommend giving this another try using the dedicated webform here, and someone should definitely pick this up within 7 days. 

This is our highest point of escalation and they'll be able to take ownership and make sure we've done all we can to work towards a resolution, as per our complaints code of practice.

Peter

[DaveJR]

Good news, my accounts have finally been linked 🥳

Thank you Linzi, finally the correct department contacted me and Dan rang me regarding the issue. Less than a week later the problem is solved and case closed.

Advice is to somehow bypass customer complaints as they get you nowhere.

Good luck everyone, its a long journey buthopefully you will get there eventually.

Cheers Dave

[he11ywe11y]

that is great news to hear - finally at least we now know it is fixable @Linzi_H  since you seem to be the saviour - can you message me since I am in the same position as @DaveJR  and he know has his resolved.  I really don't fancy filling out yet another complaint form as I haven't heard anything back from the last two - thank you in advance.

[Katie_B]

Hi @he11ywe11y. 

I completely understand why you may not want to complete another form. 

Please check your community inbox so I can help further. 

Katie

[Nathanvtr]

Hi Linzi,

I’m in the same position and cannot link my broadband / TV accounts so unable to see what I’m actually paying for I’ve raised countless complaints and heard nothing back.

Can you share the process of how to get this resolved as you seem to have provided advice which sorted it out for @DaveJR