topic Re: We're unable to retrieve your account details right now in EE app and website

We're unable to retrieve your account details right now

kevin500 — Fri, 26 Dec 2025 14:38:02 GMT

Hi ,

Does anyone else have the same issue , i recently renewed my broadband and purchased a new sim card ..... but when i go to check my account online i keep getting the same error message " We're unable to retrieve your account details right now"...

Any assistance would be gratefully received.

Thanks

Re: We're unable to retrieve your account details right now

Ali_A — Sat, 27 Dec 2025 14:07:21 GMT

HI @kevin500

Have you always been an EE Broadband customer, or are you now changing from BT Broadband to EE Broadband?

Ali

Re: We're unable to retrieve your account details right now

kevin500 — Sat, 27 Dec 2025 16:27:29 GMT

Hi ,
Always been with EE back right at the beginning when it was Orange home .
Thanks

Re: We're unable to retrieve your account details right now

Ali_A — Sun, 28 Dec 2025 15:35:04 GMT

That's great, @kevin500

Are you able to follow the steps at Linking your EE products to your EE ID?

If not, please give Customer Service a call where a guide can check your online account is still set up correctly.
They may need to remove any old links to allow it to connect properly.

Let us know how you get on.

Ali