Move from BT to EE difficulty

Earlier this year I was given a smart phone so decided to take advantage of the offer at BT to have a contract with EE. I did this through one of their retail outlets and despite signing me up to the wrong tariff, which I subsequently got them to alter, all went ahead and my old mobile number with Vodafone was successfully ported. About a month later I again took advantage of a BT offer and moved my broadband and voice service to EE with no trouble at all technically as the service just continued as before. The problems started when I tried to merge my two EE accounts which can be done in theory from the EE website. I practice this doesn't work and after a couple of complaints, both of which resulted in being told that there was a problem and they are working on it, I am finally told today that the accounts will not be able to be merged. All well and good but it means that I am unable to log in to my EE broadband account as I am automatically directed to my mobile account, in other word I am effectively locked out of my online broadband account. Does anyone have any suggestions for resolving the issue as EE evidently don't know what to do?

I assume you have different login details for the 2 accounts? Have you tried logging in to the account from an in private browser tab? Is it that you are trying to login from the mobile and it is automatically opening the EE app which has a login already? Can you try logging in from a different device such as a laptop or tablet?

I had a very similar issue. The only resolution was for EE to change the email associated with my account and me registering a 2nd account.

Interesting to hear that you had a similar issue. I have now had three sessions of around an hour each with EE customer service before they finally suggested this solution to me and which has proved to work.

BT had evidently not appreciated this problem when they started to encourage customers to change from BT to EE. I suppose as BT they didn't have to cope with mobile phone customers as they have always been separate, even in the days of O2 and in more ways than one it has been a shock to their system to have to look after both technologies for the same customer.

BT were doing mobile and broadband at least 4 years ago - I had a BT broadband contract and added BT mobile (delivered by EE) to it - so it isn't a new thing for BT but does appear they haven't fully considered how to merge accounts together if they were create separately.