topic Someone else's broadband account is linked to my email address in Contracts & Billing

Someone else's broadband account is linked to my email address

lo11ius — Mon, 13 Jul 2026 13:52:47 GMT

Hi team,

I am looking for some help from a community coordinator to resolve a data privacy issue regarding a broadband account. Another customer with the same name as me has accidentally registered their new EE Broadband account using my personal email address. As a result, I am receiving their private contract details and account updates.

I spoke on the phone with an advisor named Sophie, who investigated the issue. She confirmed it is a genuine clerical error (the other customer has a very similar email to mine) and not fraud. However, the email address she gave me to follow up is bouncing back as undeliverable.

Could a moderator please send me a secure private message? I need someone to look up the notes left by Sophie, locate the other customer's broadband account, and remove my email address from their profile to stop the GDPR breach.

Thank you!

[Mod edit: Full name hidden for privacy.]

Re: Someone else's broadband account is linked to my email address

XRaySpeX — Mon, 13 Jul 2026 13:16:00 GMT

This user discussion forum can have no access to your specific account or the other person's. You need to raise this with CS.

Re: Someone else's broadband account is linked to my email address

lo11ius — Mon, 13 Jul 2026 13:18:31 GMT

I've spoken to 2 customer service reps, and emailed, raised a fraud complaint, I'm literally at the end of my tether and this forum was my last resort.

Re: Someone else's broadband account is linked to my email address

XRaySpeX — Mon, 13 Jul 2026 13:23:39 GMT

This public forum can't help you with anyone's personal details. It would be a breach of all privacy laws.

Re: Someone else's broadband account is linked to my email address

Christopher_G — Mon, 13 Jul 2026 15:36:44 GMT

Hi @lo11ius

Welcome to the community.

We don't have access to customer accounts here in the community, but I've sent you a private message to see if I can help point you in the right direction.

Please take a look at your community inbox and get back to me there.

Thanks

Chris