Accessing Account online & TV package updates

[Janner64]

I have been with EE on mobile for just over a year.

I had a Broadband / TV package with BT that came to an end last month and decided to switch to EE TV. This was completed the first week of September with physical installation of Full Fibre 900 Premium.

Since then it has been a nightmare accessing my account online and in the App and I am regretting this move.

For some reason a separate EE account was created for my Broadband in addition to my existing EE Mobile account, but using the same email address. It has taken three weeks and about 12 phone calls to finally connect the two and have them accessible online. It is still a bit hit and miss whether I can actually see both these accounts on the EE website.

I wanted to update my NOW TV set up and remove the NOW TV Sports add-on as the price has quadrupled since I started. I tried to do this via the NOW TV website but states this account management falls under the EE membership umbrella and need to do on their website/App. I would rather manage my Now TV package via Now Tv website as the access is easier and more straightforward to make updates.

I have spent the morning trying to do remove the Sports' Add on but the website keeps crashing and the App will not let me log in, with the unhelpful "try again later" message. So I phoned up selecting Sales in the options via my phone. They told me it was a matter for the Technical Team, who told me they needed to transfer me to the Open Orders Team (who were helpful) saying I could do what I wanted but needed to be transferred to the, wait for it...Sales Team.

Got what seemed an inexperienced lad who was consistently returning to a "You can get an upgrade" spiel, rather than address the request/issue. He said I COULD NOT switch Now TV account management without cancelling my EE TV account, which would involve a large cancellation cost and loss of ALL TV channels. BUT.. I could upgrade my package and be able to access MORE Sportsd and Cinema channels etc. etc. etc.

I have been with EE TV three weeks now and can only sporadically access my account online, cannot see my bill ("We are working on this"), cannot access the APP on my phone (had worked perfectly when I just had a mobile account) and cannot manage and make changes to my TV package.

What should I do?
Is this teething problems? Or is this a sign of the two years ahead. If so, I may need to move on..

If the Tech advisor or other Community members can share their experience of transferring to EE Broadband / EE TV, and let me know if you are able to transfer management of Now TV outside of EE, I would be very grateful. Thanks.

[DarrenDev]

As your NOW account is billed by EE, it needs to be managed on our systems - there's no way around this.  Your only alternative would be to create a separate NOW account to which you could add/remove subscriptions however you like, however your Entertainment subscription would remain on the EE account.

For your account issues, I would recommend deleting your EE ID.  If you log into ee.co.uk and then select the Profile icon in the top right, then Permissions, you'll see a button to "Delete your EE ID".  This will delete the account as it currently stands.

You can then create a new EE ID using the same email address, and use the "Link a product" option that it shows you after creation to add your EE Mobile and EE Broadband accounts to it.  This should set you up with a completely clean profile, that should work in the app and on the web site.

[Janner64]

Thanks Darren for your advice.

A second Now TV account would not be financially viable, however.

It makes me nervous deleting an account that a week ago I could not access at all. I will give it a go.

Out of interest, I wonder why this advice was not offered in my numerous calls with EE support across the past fortnight?

Cheers

[DarrenDev]

There'd be no charge for having a second NOW account with no subscription on it - you'd only pay when you want to add passes that aren't on your EE TV NOW account.  It would be awkward to manage though, as you'd not be able to use the channels from the TV Guide, and you'd need to manually log in with the other username and password every time you used the NOW app.  It's not ideal.

I cannot comment on why it wasn't suggested that you delete the EE ID unfortunately.  The only thing I'd say to be careful of is making sure you use the correct details on it when setting it up - i.e. enter your name exactly as shown on your bill, and enter your correct date of birth.  These are compared to the account when trying to add to your EE ID.

[Janner64]

OK. Thanks for the advice.

I might just hold off as I am not entirely certain how my details are showing across both accounts.
I have not had (or able to access/view) a bill yet since I have transferred to EE. I also have had no communication from EE to my email account (ie a Welcome email or any info) since transferring either.

Just being cautious as not sure exactly who I am in EE records.

An existential crisis.

[DarrenDev]

Totally understand.

You're welcome to email me at [email protected] with the details you know, and I can validate them for you.  If you've not even received a confirmation email for your order, that would suggest your email address is incorrect - I should be able to correct this too.

[Schockwave]

@Janner64 could you please check your spam/junk folder, as it may have gone there.