EE Broadband account login problems

[Acc0untMystery]

Help, we signed up to EE broadband several months ago. There is no problem with the connection, but I cannot login online to manage my account or add another phone contract to join "EE one". I think it might be because we signed up over the phone and the billing account was never linked to the email login we already had?

I've logged in to the router page, it has been receiving texts from EE about the bill. However there is no information on the router page about what my hub's phone number is, or what the account number is. 

Should I try creating a new account with a new email address and registering the phone number on the SIM card (if there is one)

My wife tried calling and was told it would be resolved and accounts linked.. it didn't work. I'm trying to avoid having to be on hold for half a day then nothing being resolved again! Hoping there is an easy solution. Would be good if we could email customer services!

[Peter_W]

Hi @Acc0untMystery, welcome to the EE Community!

I'm confident that we can get this one resolved for you, but at this stage I don't feel creating a new login account would help in getting this sorted, and is more likely to add further complexity to the situation. 

If you're able to log in and view details of your mobile account, then this is definitely the email address we want to be linking the broadband with as well. 

Usually our team are able to raise a request to merge these, but in order for this to go through successfully the details need to perfectly match on both accounts.

Are both mobile and broadband under the same name and in the same format?
Peter

[XRaySpeX]

What EE router do you have (read its label or post a pix)? I don't think you can get EE One with mobile BB.

A mobile router's mobile no. can be found as the MSISDN under System Settings.

[mechret]

Help!!!!

I've also had a problem accessing my Broadband account via my online account.

I've contacted EE more than 5 times to ask them to add my Broadband account so that I can manage it online (or even access my bill. Each time they tell me it will be fixed within 5 days. It never happens. Not sure where to go with this as EE seems to be completely unable to give me the facility to manage my Broadband online or to feedback when they fail to accomplish it.

Can this really be true?

[XRaySpeX]

@mechret : Which mobile router do you have? You link them just like a mobile phone using its mobile no.

[mechret]

I think you have misunderstood my problem. I can access the router and Broadband service. My problem is that I can't access the account management facility to check my bills, etc..

When I click on Manage Broadband I get them message

Broadband
Order pending

Your order is being processed. Your plan details will appear once you're all set up at home.

I've now been seeing this message for weeks.

And EE can't seem to link my Broadband account to my Phone account in either the EE App or the EE website to enable that despite promising numerous times to do it "in the next few days".

[XRaySpeX]

@mechret : I don't understand your problem cuz you posted under Mobile BB when you don't have a mobile router but a fixed Home BB router. So your OP doesn't make much sense in that context. I suggest you start your own thread under Broadband & Landline.

[mechret]

I posted it in the thread EE Broadband account login problems<> .