topic Account number issue and no phone line with BB. in Broadband & Landline

Account number issue and no phone line with BB.

lemoncluster — Fri, 31 Oct 2025 17:27:45 GMT

Hi, I have been using my EE broadband for around 5 months and have only just found a need to contact CS. I do not have an EE mobile, just a fibre broadband without a phone line. Every attempt to contact anyone in EE for help starts with the automated instruction to "enter the phone number associated with the BB. I don't have one and cannot get past this point.

I have logged in to the EE website but cannot link my EE broadband to my login account as the account number given to me is two characters (GB) then 8 digits. The logion error on the account number and has reported once that the number should be 9 digits. So I can't link my broadband to my account and I can't resolve that because I don't have a landline number via EE.

Any suggestions?

Re: Account number issue and no phone line with BB.

JimM11 — Fri, 31 Oct 2025 18:14:30 GMT

@lemoncluster GB + 8 is a broadband account, 9 digits is a mobile account!

Manage and use your account and profile | Profile Help | EE

Re: Account number issue and no phone line with BB.

XRaySpeX — Fri, 31 Oct 2025 19:00:21 GMT

Try calling CS on the Freephone no. (Opt 1) in my sig. It will not ask for any phone no.

Re: Account number issue and no phone line with BB.

lemoncluster — Fri, 31 Oct 2025 19:12:07 GMT

After logging on, I ran through the "link a product" process and selected "broadband" and put my "Account Number" GB(+8 digits) in. It doesn't accept that, but when I just enter the 8 digits, it pops up an error message in red " Your account number should be 9 digits". No mistake, I have run through it several times.

There is another number in the emails, not an account number, a 10 digit number ending in the same 8 digits, so I added the second of the first two digits and the website "recognised" my broadband product. It then presented a table of info for me to complete, name DOB etc... but then asked for a "billing account number". It did not accept any of the permutations of the account numbers used before. So, one step nearer, but fell again. Maybe my bank has a billing account number>>> I will check.

Thanks for your help.

Re: Account number issue and no phone line with BB.

XRaySpeX — Fri, 31 Oct 2025 19:18:02 GMT

Are you on EE legacy BB or New EE BB?

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: Account number issue and no phone line with BB.

lemoncluster — Fri, 31 Oct 2025 19:21:06 GMT

Hi thanks for the pointer.... the number you quoted goes to the "input the number you want to talk about". Perhaps I didn't understand where you meant.

Re: Account number issue and no phone line with BB.

lemoncluster — Fri, 31 Oct 2025 19:26:12 GMT

My EE BB started in June this year, it is the "Full fibre 74 essentials". It has the Smart Hub Plus.

I cannot find my original "Welcome to EE" email.

Thanks....

Re: Account number issue and no phone line with BB.

lemoncluster — Fri, 31 Oct 2025 19:48:50 GMT

On the top of a recent bill header (I can't log in to see all the bill, or any info), it gives an "account number" with a 9 digit number with the first 5 digits shown as "*", the remaining digits are not anything like those in my "account number" as seen on other emails!

One issue with all this (regardless of the loss of my account numbers), is that to get any info or support out of EE in the future, I will need a phone number associated with my broadband account. That will be a priority.

I see little alternative to a visit to an EE shop. Maybe they can help with this sort of thing.

Re: Account number issue and no phone line with BB.

XRaySpeX — Fri, 31 Oct 2025 20:05:22 GMT

That 0800 no. doesn't for me & never has as I don't have a phone no. with my BB.

That's New EE BB which has billing a/c nos. = 'GB' followed by 8 digits.

If you have an issue with your BB try texting HELP to 66033 to get EE to test the line & see what needs doing.

Try texting GUIDE to 66033 to get a guide to call you back to discuss your a/c queries.