topic Re: Wrong email address on my EE account in Broadband & Landline

Wrong email address on my EE account

Ray-Carol — Mon, 03 Mar 2025 15:20:03 GMT

When I went onto fibre, EE misspelt my email address. It means I have not been able to view my bills since last November. I've rung EE several times but they seem unable to fix it. The last time I rang, the battery ran out on my phone so I was cut off. They know the problem but it's still not fixed. Has anyone else had this problem and if so, was it fixed for them?

Re: Wrong email address on my EE account

Chris_B — Mon, 03 Mar 2025 16:08:12 GMT

@Ray-Carol Login to your online account and change it yourself.

Re: Wrong email address on my EE account

Minkey1 — Mon, 03 Mar 2025 16:34:06 GMT

Chris

If he could login wouldn’t he be able to see his bills himself?

Re: Wrong email address on my EE account

Leanne_T — Mon, 03 Mar 2025 18:45:49 GMT

Hi there @Ray-Carol

Thanks for coming to the community.

I'm sorry you are unable to access the EE account and have called several times to get this looked into.

I would suggest getting back in touch when you get the chance as our technical guides are the best people to get the account looked into and see what is needed to get this sorted for you.

Please let us know how you get on.

Leanne.

Re: Wrong email address on my EE account

Ray-Carol — Wed, 05 Mar 2025 13:37:49 GMT

I can log in but the broadband is not connected to my email address, it is connected to a non existent address. I cannot correct the address EE have my broadband on.

Re: Wrong email address on my EE account

Alex_H — Wed, 05 Mar 2025 15:48:40 GMT

@Ray-Carol If you have two separate EE ID online accounts, one the correct e-mail and one the incorrect one, the process would be to merge the accounts under the one e-mail you want, has this been mentioned when you called?

You may be able to merge online, When logged in on the e-mail you want to keep, if you login and select Link EE Broadband and enter your Broadband account number to link, what does it come up with?

If you are unable to complete the merge online it is something that one of our guides on 150 should be able to raise for you as that is what should solve the issue of two accounts.

Alex

Re: Wrong email address on my EE account

Ray-Carol — Thu, 06 Mar 2025 08:39:57 GMT

Thanks, I might try that. The trouble is, I do not have my EE account number as the shop did not give me any paperwork. Presumably it was sent via email to the duff email address.

Re: Wrong email address on my EE account

Ray-Carol — Sun, 11 May 2025 16:12:01 GMT

It didn't work. Trouble is, I don't know what the wrong email address is. Thought they said they had one number missing. Tried that but still said incorrect details entered, but does not say what is wrong.

Re: Wrong email address on my EE account

JimM11 — Sun, 11 May 2025 18:34:46 GMT

@Ray-Carol What device are you trying to do this with? Mobile phone/ laptop/desktop pc, etc?

Re: Wrong email address on my EE account

Ray-Carol — Mon, 12 May 2025 07:18:48 GMT

On the PC.

Re: Wrong email address on my EE account

JimM11 — Mon, 12 May 2025 08:37:14 GMT

@Ray-Carol It appears then that EE CS have messed up the profile so you cannot see and link the Broadband account, only they can sort it out for you.

Re: Wrong email address on my EE account

Ali_A — Mon, 12 May 2025 12:26:59 GMT

Hi @Ray-Carol

You can call Customer Service who will be able to locate the registered incorrect email address that is linked to your Mobile/Broadband account number.

Once it has been located, they will be able to perform a merge to the correct email address, as @Alex_H mentioned.

Ali