topic Re: Two accounts but only one showing in EE app and website

Two accounts but only one showing

DrPeterS — Thu, 12 Jun 2025 09:20:51 GMT

My wife had EE broadband for several years but is unsure if she had an EE online account. Regardless, she could not log into it when she tried, even using "forgot password". Yesterday, she placed an order for new EE broadband and successfully created a EE online account via the link provided by EE. Unfortunately, her original EE broadband account is still not visible (e.g. no previous billing information) via the online EE account she just set-up. Please note: she has only ever used one email address with EE.

Please, how can we view previous EE broadband account information?

Re: Two accounts but only one showing

Christopher_G — Thu, 12 Jun 2025 12:45:22 GMT

Hi @DrPeterS

Welcome to the community.

I think the best thing to do in this case, is speak with our Customer Support team. They'll be able to check which account is active and help make sure the email address is linked to the correct one. They'll do their best to share any details of the old account and new account with the account holder.

Chris

Re: Two accounts but only one showing

DrPeterS — Thu, 12 Jun 2025 12:54:16 GMT

Hi Chris,

Many thanks for replying. It is much appreciated. I will tell her to visit the Customer Support team page and select 'account and billing' followed by 'broadband and landline' (I think)

Best wishes,
Peter

Re: Two accounts but only one showing

Christopher_G — Thu, 12 Jun 2025 13:13:36 GMT

Hopefully, they can help get it all sorted, @DrPeterS

Please update us with what happens.

Chris

Re: Two accounts but only one showing

DrPeterS — Fri, 13 Jun 2025 13:51:40 GMT

@Christopher_G The EE person we spoke to was incredibly patient. He clarified our complicated billing situation. We didn't feel the need to view our original broadband account online. Many thanks again for your help.

Re: Two accounts but only one showing

Christopher_G — Fri, 13 Jun 2025 15:51:33 GMT

Thanks you for coming back to let me know, @DrPeterS 🙂

Have a lovely weekend!

Chris