merging two accounts

[hellywelly]

2 mobiles on one account with the email address ending gmail.com

purchased broadband in a shop - they couldn't do it under the gmail.com account so in order to complete the purchase they used the same address but with googlemail.com at the end.

downloaded the ee app only to see the 2 mobiles - no broadband.

Tried 'linking products' to the mobile account - message came up 'it is already linked to another account'

Called EE 37 times, one complaint and 2 'merge requests' to their next generation team.

Every time I call EE - they say sure I can link it - put me on hold - then they say sorry we need to put you through to the tech team - speak to the tech team - yes I will fix this - put me on hold then for them to say that they can't and they will forward it is a merge request.

Going around in circles.  I can't even view my broadband bill.

So my question is - I have now managed to gain access for both profiles - one ending in gmail.com and the other ending in googlemail.com - how do I unlink and put over to the other.

Please help and don't say call 150 - this mornings call was just over 2 hours 40 minutes.  Thank you.

[Ali_A]

Hi @hellywelly 

Welcome to the EE Community. 

The account merge requests can only be performed by Customer Service teams. If they have already submitted a manual request for this they have taken the right steps. 
We don't have account access here at the Community. If you need to follow this up it would need to be Customer Service that you speak to. 

I appreciate this may not be the answer you were hoping for. We want to give all our customers an excellent service, but if you feel your complaint request hasn't been handled as you'd have expected you can raise this using our online form at Make a Complaint, where our dedicated complaints team will look at this further for you. 

Ali

[he11ywe11y]

Hello can you let me know how to get through to customer services on 150 please?

let me know which numbers to press to get through to the correct department.

[Christopher_G]

Hi @he11ywe11y 

Welcome to the community.

Follow the options for Mobile Technical support. They should be able to help you.

Chris

[he11ywe11y]

Hi Chris

The trouble is - is that it says it will do a test in my area.

Please be clear:

When I call 150 - what are the next options - is it option 1 2 3 etc etc.

thank you.

[he11ywe11y]

Hi - I am in exactly the same position as you.  I have complained so many times - I have called EE 37 times - been given £20 twice as gesture - the team that apparently merges the accounts are called The Next Generation team - I called them to be told that if the merge hasn't happened after the 5 days then it can't be.

No update or workaround is offered.

My husband said to me - why don't we just cancel the whole lot and start again?

Good luck - if for any reason yours is sorted please let me know (just reply here).

[Peter_W]

Hi again @he11ywe11y, you should absolutely be able to get in touch with the team to check out your account without a test being  run. 

This is following a mobile route, but to connect with an advisor select 2 first of all to bypass the visual service, followed by 1 for mobile, 1 for phones, 2 for technical, then finally 1, 1, 2.

There are a couple of other options it funnels you past to rule out things like signal and insurance, but this last option should be the dedicated one for online account issues.

If you continue to struggle, there is always the complaints option that @Ali_A suggested too 😊

Peter