Hello EE Community Team,
I’m raising a formal complaint regarding an ongoing EE Business and a personal number on personal account access issue that has been unresolved since November 2024.
Summary
Since joining EE Business in Nov 2024, I have been unable to link my business mobile product/line to either:
the EE App, or
the online account portal
As a result, I cannot view/download bills or manage the account properly online. This has been going on for close to a year and has caused repeated disruption.
What I’ve tried / what EE have told me
Multiple attempts to register and link the product/line using the app and website
Multiple calls/chats over several months
I’ve repeatedly been told it would be fixed or escalated, but it remains unresolved
Impact
No reliable access to bills (a basic requirement for a business account)
Time loss and repeated re-contact
Lack of transparency/ability to manage services
What I need from EE (clear actions)
A named escalation owner (or a clear escalation path) for EE Business account linking/portal access
Confirmation of why the product/line cannot be linked (system status, account type mismatch, failed migration)
A confirmed fix with a specific timeframe, not an open-ended “wait”
Backdated access to all bills since Nov 2024 (PDF downloads) or an alternative immediate method to retrieve them
Consideration of appropriate goodwill/credit due to the length of time and inability to access billing
I’m happy to provide details privately (account type, the exact error message, dates/times of calls, and screenshots). Please advise the best way to share that securely.
@dwadetheceo
Thanks,
Dwayne N.
