I re-contracted from BT to EE 12 months into my 24 month contract, the reason I did it was to get another 12 months of Game Pass Ultimate included for free however it has been a grim experience.
In my case I already had a EE Mobile Contract so it was supposed to be a case of re-contracting and adding the EE Broadband to my EE Account. The initial order placed 20th November 2024 then confirmed the next day was not what I had been told on the phone so it had to be cancelled and re-entered and this required a second EE ID Login to be created which caused all the problems. I ended up with being unable to link the new Broadband account that had been created to my existing EE Mobile Account and I was unable to manage it or use the EE App to set up the new hub and extenders, but I got round the set top nay doing it manually as I know how to set up networks devices . I thought this was finally resolved last week, just over 4 weeks had passed and I can now login and manage the EE Broadband which I have to say with the new Smart Hub Pro and Smart WiFi Pro extenders (I have 2) is very good. However the one remaining problem is that although my BT email address (I have 4 set up for man my wife) still function I'm not able to manage them. When I login with my BT ID (which you still have e to do as email is not an EE product) all that is left under Products (after the migration to EE) is E Mail but if I select "manage" I get the error message that I'm not the account holder.
This is currently with BT Tech team to fix, my suspicion is that my E Mail has not been linked to the now combined Mobile and Broadband EE Account. I saw that under the Account Tab on My BT is my old BT account number which has no products in it and another account number which is the same EE account number that was created for Broadband with 2 numbers instead of the prefix GB.
Hopefully this will get fixed soon.
