topic Re: Is this legal? in Contracts & Billing

Is this legal?

Hush — Sat, 29 Aug 2026 10:49:31 GMT

EE have set up a broadband account in my relative's name at their former address. They are no longer a customer of EE. Have they infringed any consumer rights and/ore even aided identity fraud?

also, neither shop assistants nor telephone helpline seem able to offer any assistance in this matter.

Re: Is this legal?

Northerner — Sat, 29 Aug 2026 12:06:51 GMT

Hi @Hush

Are you sure your relative has not set this up. Seems odd.

If someone is pretending to be them then this is a crime you need to firstly report to the police.

Also read here: https://ee.co.uk/help/security/staying-safe-online/fighting-fraud

Thanks

Re: Is this legal?

Christopher_G — Sat, 29 Aug 2026 13:27:18 GMT

Hi @Hush

Welcome to the community.

My best advice would be for your relative to contact our customer support team directly, so that they can open an investigation into this. If they're not happy with how things are progressing through that route, they can open a complaint online. A dedicated team will look into it and contact them directly to discuss it.

Keep us updated on what happens please.

Chris