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

[Lisac1967]

They will never sort it !! Been trying for nearly twelve months ! Also part of my tv package cannot be accessed because of it , lost count of the phone calls … moving as soon as contract is up , would move sooner if I could .

[Pambo]

No it’s not sorted yet. Again I tried to add my broadband and bt tv account to my existing mobile account and got the same message to ring to verify using the general number. Tried but there wasn’t a suitable option available (I’ve previously tried them all pretty much) and technical help cuts you off. Annoyingly I get a text on my mobile and an e mail to tell me my bill is ready to view online. When EE took over my BT account they presumably were able to create an account using details that were already in use. Ringing customer services is no use yet. It needs fixed so we can merge our accounts online or provide an option or direct phone number when we ring up to speak to someone who can actually help with the issues.
Please feed this back. It currently doesn’t directly affect me as I can top up my phone online (I’d be quite annoyed if that got messed up) and pay for a paper bill for the broadband and tv account but it doesn’t reflect well on a supposed “tech” company.

[he11ywe11y]

Hi Katie, I did - I replied - no answer!!!! so not only 2 official complaints - 47 phones calls - 8 merge requests - and you email me - I respond and no answer - what is going on???????

[Linzi_H]

Hi @he11ywe11y 

I have responded to your other message.

Linzi 

[Jims77]

2025 now I I'm still having this linking account issue EE staff are a bunch of morons, their IT department must have nvq level 1 computer skills

[he11ywe11y]

Honestly, the service is disgusting.  I have made endless amount of calls to 150 - 3 official complaints - 2 not followed up - the third not heard anything, several 'merge requests' - everyone says 'we are looking into it' 'we have escalated it to the highest level possible' .... I wish I had never signed up to EE at all.  The only reason why I signed up for the broadband was so I had control over working from home, son gaming and husband streaming - I cannot see this on my app - only my mobile phones ... I can't even view my bill!!!

[he11ywe11y]

And I have responded back .... IS IT FIXED YET????????

[Eddiestrat11]

https://community.ee.co.uk/t5/user/viewprofilepage/user-id/4474028

Can you please advise who can contact me regarding this issue. I migrated from BT to EE broadband Jan 2 this year and have not been able to view my account or bills via my EE ID.  I have spoken with 150 over 8 times but they just say they will raise a case with back office team and it should be fixed but never is. I have raised 2 complaints and still waiting to get a response.  Can you message me how to contact Dan from the " correct department" that fixed the problem for DaveJR since I am getting nowhere calling 150.  

[Ali_A]

@Eddiestrat11 

 Sorry to hear the experience you're facing viewing your bills/account online since migrating over. 

You've taken the right steps by contacting Customer Service to get this raised for the back office team. It may be worth asking them for an update of the ticket already raised, rather than raising a new one. 

Have you used the Make a Complaint | Contact Us | EE to make the complaint? If so, the complaints team will be in touch with them to discuss it within seven days. 

Ali 

[Eddiestrat11]

@Ali_A , @Linzi_H 

I have called Customer Service 7-8 times raising this problem because each time I call the response I get from the "Guide" who has contacted the back office team is that it will be fixed within anything between 48hours and 2 weeks. It doesn't get fixed so I have to call again and the next "Guide" then tells me it should have been fixed or back office team say its now been fixed but it isn't.  

Who are the "back office" team?  Maybe if I can have a conversation with someone who is actually from that team it may help in identifying the cause. I have captured my user experience showing the issue via screen shots but who/how can I email it to someone to look at since you don't provide emails. 

What do you suggest??

I have raised another complaint, the third time about this problem.