topic Re: Unable to track broadband order and Can't see it in my order.. in Broadband & Landline

Unable to track broadband order and Can't see it in my order..

MubeenTauni — Wed, 19 Nov 2025 18:08:51 GMT

I placed a broadband order (switching from BT to EE). I can see the broadband details in the EE app, but I haven’t received the equipment. There’s no way for me to track it, because the app redirects me to the “My Orders” page, which says there are no active orders to track. I also found a page that asks for an account number or a VOL number, but when I enter it, it says it’s invalid. Not sure how to exactly track it and when it will delivered.

Re: Unable to track broadband order and Can't see it in my order..

JimM11 — Wed, 19 Nov 2025 18:50:46 GMT

@MubeenTauni Are you even getting anything, a BT to EE like for like, you get to keep the BT if it is all working and does not need changing out!

Re: Unable to track broadband order and Can't see it in my order..

Rach_H — Fri, 21 Nov 2025 10:33:24 GMT

Hi @MubeenTauni,

Welcome to the Community!

As @JimM11 has advised, it may be that you do not need to receive any new equipment, and that your new plan will work just as well with your BT kit, but if you're not sure then I'd recommend reaching out to our team, just to double check.

Rach